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.