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thechev's profile

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4 Messages

Monday, March 28th, 2022 2:56 AM

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"Device Protection" as marketed by AT&T is a pure misnomer

I've been an AT&T customer for many, many years, and they have always provided me with excellent service.  I have purchased several iPhone and Android phones, specifically Samsung high-end Galaxies and Note #'s over the years and have never issued a complaint, because the service was great and the phones were great.  But a couple of years back, I had a Customer Service Agent convince me that it would be a good idea to purchase a phone protection plan since phones had become so expensive.  He/she (don't remember) set me up on a reasonable monthly payment plan to cover one of my newly purchased Notes'.  Over time I upgraded several times without any claims and the protection plan followed from phone to phone.  I currently own a Note 10+ 5G and it's been a great phone.  I have thought about upgrading to a newer model, but I like the ability to upgrade the storage in my Note 10 through microSD and keep hoping Samsung will return to that technology offering.  Recently I bumped my phone against an object in my pocket and chipped the screen and now my fingernail often catches on the chip when I swipe.  So I decided I'd use that insurance/device protection I had been paying for several years, and understood that a screen replacement would cost me an out-of-pocket $49 plus tax.  But that was ok, even though I had made enough payments for the protection to probably purchase a new phone outright.  So, with the help of an AT&T Customer Service Agent (who was great by the way), I started filling out the claim information on MyATT.  I was somewhat surprised that this coverage was not by AT&T, but was outsourced to Asurion.  That too was not a problem as long as they would fix my screen.  After entering a lot of information I came to the Submit screen, but before it would let me submit the claim, I had to check one more box.  This is the kicker... the box I had to check stated that I agreed that Asurion would send someone to replace my screen and I understood that my phone would no longer retain its water proof/resistant rating and that some functions of my phone might or might not operate as they did before the screen was replaced.  Come on now... who wants to pay for "device protection" that is not going to bring your expensive phone back to original specs?????  That's not insurance.... that's "hey pay me and if you happen to have an accident with your phone we will "at least" get it back to the point you can make a call".  Folks... I'm an old guy that's been around for a long time and this, in my humble opinion, is a rip-off.  When the AT&T Customer Service Agent was helping me with the claim information, she asked me if I still wanted to submit the claim.  My response to her was... "NO"... I want you to please cancel that plan immediately and I'll just upgrade.  I'd truly rather buy an new phone than give Asurion any more money, even though I'll lose my ability to upgrade or expand my storage in a newer model phone.  All of this to say to you... if you want insurance on your phone that guarantees to return your damaged phone to original specs or will replace your phone with a new comparable phone, go elsewhere to get it and read the fine print.  Thanks for listening....

Former Employee

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32.9K Messages

2 years ago

And?

New Member

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4 Messages

2 years ago

Not sure what "And?" means?

Community Support

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225.1K Messages

2 years ago

Thank you for the feedback, thechev.

 

We always strive for our customers to have a seamless experience with us and are disappointed that such was not the case with you.  I will definitely be forwarding this feedback so that we can work on our areas of opportunity. 

 

Please reach back out if you have any other questions or concerns.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

Former Employee

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32.9K Messages

2 years ago

It means assurion is the insurance carrier they live by their own policies which have nothing to do with AT&T. Same as my mortgage I pay rocket mortgage which includes my insurance and taxes.  Rocket isn’t responsible for my insurance claims they just pass along my payment every month same as AT&T passes along your phone insurance payment to assurion. FYI assurion is the provider for all carriers and Best Buy fryes. Walmart. Target. Sears. And many more retail establishments.  

New Member

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4 Messages

2 years ago

I think you misconstrued what I meant by my posting.  It was in no way a criticism towards AT&T.  And "yes"... it was definitely meant as criticism towards Asurion.  For the many years I've been an AT&T customer, they have always treated me very well and always provided me with outstanding customer service.  If I had an issue with AT&T, I would have dealt directly with AT&T and not through a posting on a community forum.  My intent was to make other AT&T customers aware that if they, like me, expected "Device Protection", offered by Asurion through AT&T, to provide actual replacement or "true" repair for a damaged device, then they may want to look for alternative coverage.  I would expect my device to be the true equivalent of my original device... and it isn't.  If Asurion was going to replace my phone with another phone, even if the replacement was a factory refurbished phone, there would be no problem.  But when they tell me my existing phone will be "partially" repaired and may not operate the way it was intended to operate when new, then that's where the problem lies for me.  Would you not expect your home insurance, suggested to you or provided to you by Rocket Mortgage, to make repairs to your home that would bring it back to comparable condition to the way it was before the damage occurred?  I would.

ACE - Sage

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113.3K Messages

2 years ago

@thechev

This is what happens when people don't read what they pay for when they sign up for, well, anything actually.  

I read, and read fast.  

It was probably 17 years ago when we purchased a cell phone for my older child and they automatically signed me up for insurance with Asurion at $8 a month on a cheap phone. Back then they actually snail-mailed you all the information on the insurance, nowadays they email you everything about enrollment and coverage.   

Took me about 5 minutes reading to realize I'd be paying $8 a month for a phone that was worth about $100, and the deductible was $99.   So I called and canceled the insurance. 

https://www.att.com/offers/device-protection/

Lots to read online if you didn't read the emailed info.  Like they can't guarantee to replace the glass on your particular model which means they must replace the whole device. They cannot guarantee color, they cannot guarantee you will get the exact same model. It specifically says that your phone may be replaced with a new or refurbished parts or device.   

ACE - Sage

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113.3K Messages

2 years ago

Additionally, Asurion is a near monopoly.  If you're paying for it, and you aren't a klutz, you're throwing your money away.

We have been self-insuring ever since we've had cell phones which predate the one we bought our son. We just plan ahead and calculate $10 a month per phone and that's our phone fund. After more than 20 years of owning a cell phone the fund has enough money so that we buy phones outright whenever we need them.  Or want one.  

Or a tablet.  

New Member

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4 Messages

2 years ago

Yep... ultimately it's my own fault for not making sure it was being offered by AT&T before giving the ok to add to my plan.  Oh well... live and learn.  Typically, I never buy online insurance for any of the items I buy from Amazon, Walmart, Best Buy, etc., etc.  I try to stick with well known, reputable, and proven products made in the USA, or at lease somewhere other than China.  Actually, I found that I can get insurance on big-ticket items through some local insurance agencies.  A little more expensive, but they replace rather than repair in most cases.

ACE - Expert

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13.7K Messages

6 months ago

This is not the forum for legal discussions. This thread will be closed.

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