07-18-2012 06:13:48 PM
I have a phone that has malfunctioned 2 times now. The 1st time I went to a data center and they were great. Got me into a new phone with no issues. Now again my phone started acting up. Brought it into a data center again and they couldn't do anything because I was outside of the warranty. They told me to call insurance since I have it. Still no problem.... I call and they were great. Told me I would get a new phone shipped out to me. I am a general manager and am required to have a phone. I also have a 9 month pregnant wife.... so I was a little disappointed I couldn't get into a phone that day but understood. So they asked me If i was still at an old address and I said no... I had moved. I gave them my new address and they said I would receive my new phone in a few days.
Well.... my phone was still shipped to my old address. It was shipped quickly like they said but to the old address after I gave them my new one.
I called to tell what happened. I received only "Im sorry for the inconvenience" stuff. After battling a few "Fake" people in your dept I talked with a VERY nice lady from costumer service and she issued a credit that I didn't expect. That part was good.
But your HORRIBLE insurance company said they would re send me another phone and make it a "Top Priority". Here it is almost a week later and I still am without a phone. I called again and was told that a reissue takes up to 3 days to be approved?????!!! What happened to "top priority". I know this does not fall on At&t but in the company they work with. But because of this I cannot wait to cancel my account and go somewhere else. After 10 years of being with a company you would think they would do whatever it took to take care of a costumer after a mistake THEY made.
Being in guest service like myself that's what I would have done. YOUR business lies in your existing costumers. It amazes me that your costumers are not treated as a priority when a mistake has been made.
These next 8 months of my contact cant end soon enough!
The rest of friends have Verizon and I kept defensing At&t......Well....I guess... Verizon here I come.
07-18-2012 07:06:26 PM
If the problem is with Asurion and VZW uses Asurion, how is switching to VZW going to help you?
07-19-2012 03:30:02 AM
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
07-19-2012 04:55:39 AM
T-Mobile uses Asurion, as well.