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zaneev's profile

Contributor

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2 Messages

Sun, Oct 21, 2018 3:01 PM

AT&T Needs a new business model for customer service

Why can't we, when we pay monthly for insurance protection, and then actually have to use that insurance for a stolen phone, just file the claim, take that claim number to a local AT&T store, and get a replacement? Instead we have to go through the 3rd party vendor, Asurion, file the claim, be told the phone is on back order, not given an option to change the kind of phone, and then have to wait 5 business days (or more) for a replacement. In this day and age where our cell phone is our connection to our business, our life, our world, 5 days without a phone is not acceptable. Come on AT&T, you are better than that. Or you used to be, when I worked there for 18 years. We cared about our customers.

GLIMMERMAN76

ACE - Expert

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23.3K Messages

4年前

Asurion is the insurance provider for all cell carriers. Your paying them really att just bills it and forwards it to them.  I always have a spare phone in the house.

Contributor

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2 Messages

4年前

I'm glad you can afford a spare phone. I try to as well, but don't have one
at the moment. My daughter (whose phone was stolen out of her purse, on her
shoulder), cannot afford a spare phone. The fact that Asurion provides the
insurance for all the carriers doesn't eliminate the need for a business
model that does not take the inconvenience of their customers into account.
Why can't they handle the paperwork on the back end, allow the customer to
submit a claim, take the paperwork to the local AT&T store, and get a
replacement phone that day?
Gary L

ACE - Expert

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15.8K Messages

4年前


@zaneev wrote:
Why can't they handle the paperwork on the back end, allow the customer to
submit a claim, take the paperwork to the local AT&T store, and get a
replacement phone that day?

Because they contract that service out so they don't have to (that's the whole point).

They don't want to have a lot of spare phones on-hand, it seems like it would cost ineffective for them (if it made them money, they'd possibly consider it).

 

You do not need to get the insurance from them, you can try a third party...

 

 

ACE - Sage

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96.3K Messages

4年前

@zaneev

Im going to sound flippant, but does home or auto insurance work that way?   Nope.  

Im going to use home insurance as the example as many people are required to pay insurance (and sometimes taxes) with the mortgage by their lender.  So one lump sum check to the lender, pays for both mortgage and the premiums.  

That doesn’t mean the lender will help you out when your house gets robbed or damaged.  And it’s the same here.  Your replacement phone comes from Asurion, not any carrier.  

     You can buy a phone off the prepaid rack for as low as $40.  Used phone, borrow a phone.  If it’s that big a deal those options will tide her over till the replacement arrives.  

 

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