Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
The new iPad Pro & iPad Air!
l0vV4's profile

New Member

 • 

8 Messages

Monday, February 6th, 2023 3:28 AM

Can't Reach Anybody & Didn't Receive Any Calls Back.

In October one of my Airpods was stolen. I tried asking the person who sold me the phone if AT&T would replace it, he told me that since there was no insurance on the Airpods I couldn't get them replaced. So, I then attempted twice to go through the myAT&T app and get some additional information on any available options. Both times the customer support agent assured to get me help with this and told me to expect a call back within the hour. Neither time did I get a call back. In the past week I've lost the other airpod and I refuse to pay for just an airpod case every month. Let's get this figured out.

New Member

 • 

14 Messages

1 year ago

Huh? If they are lost or stolen and you don’t have insurance, why would you think you would get a free replacement?

Apple does sell the buds separately for situations like this.

New Member

 • 

8 Messages

1 year ago

Because I pay for my airpods monthly, why would I assume that AT&T doesn't have insurance on their airpods? So now I have to pay off the first pair and buy another. That defeats the purpose of financing them in the first place. The issue wasn't that I need them replaced the issue is that I'm not getting any response from AT&T, perhaps you didn't read the header.

ACE - Sage

 • 

117.9K Messages

1 year ago

Because I pay for my airpods monthly, why would I assume that AT&T doesn't have insurance on their airpods?

No no no sweetie YOU don't have insurance on the airpods.  It's up to you to request insurance  (I don't even know if they {Asurion} will insure airpods)

So now I have to pay off the first pair and buy another.

Exactly.  

That defeats the purpose of financing them in the first place.

Um... How?  Oh you mean you bought something you really couldn't afford, so that you financed it monthly.   That's not how any of this works. You still have to pay for things even if they are lost, or broken, or stolen.  Or buy insurance so you only pay a deductible to get a replacement. 

The issue wasn't that I need them replaced the issue is that I'm not getting any response from AT&T, perhaps you didn't read the header.

You already got a response from AT&T you just don't get it.

If you didn't insure them, they aren't covered and they will not be replaced through Asurion. AT&T doesn't replace them anyway, because Insurance is through a third party called Asurion.

  This is like calling the dealership you bought your car from, and set up financing through, and telling them you were in a wreck and you now want them to replace your car, but you don't have insurance.  

     Without insurance you pay out of pocket. Welcome to adulting. 

    

ACE - Sage

 • 

117.9K Messages

1 year ago

BTW...  according to a previous response by an AT&T employee airpods are not eligible to be covered by Insurance anyway. That means if they're lost stolen broken, it is not covered and you have to buy yourself a new pair.

https://forums.att.com/conversations/apple/replacement-airpods/614d97c199ef1c5003620d2c

New Member

 • 

8 Messages

1 year ago

^^ Thank you for explaining this. That is what I meant you all clearly didn't understand that. THIS is why i am trying to talk to customer service about options because that makes no sense. 

Come correct when you come to me. Don't speak down on the internet and not even know what you're talking about. Thanks.

ACE - Sage

 • 

117.9K Messages

1 year ago

You posted the answer in the beginning of your original post

I tried asking the person who sold me the phone if AT&T would replace it, he told me that since there was no insurance on the Airpods I couldn't get them replaced

How did this ⬆️ not compute?

THIS is why i am trying to talk to customer service about options because that makes no sense.

🤦🏼‍♀️.  You already wrote you spoke to AT&T and that AT&T will not replace them for you. You already are indicating you understand you don't have insurance. 

You're going to spend an hour on hold trying to get a hold of somebody at AT&T who is going to tell you what they already told you. Your options are to continue paying off what you bought from AT&T. And as suggested by @IvanWrongman  contact Apple and buy yourself a pair of PODS without the charging container

If you think AT&T is going to wipe out your installment on the earpods, they aren't. You still have to pay for them.

ACE - Expert

 • 

35.6K Messages

1 year ago

That's an awfully big chip on your shoulder, I0vV4.

ACE - Sage

 • 

117.9K Messages

1 year ago

I've made it simple for you and marked the answer.

Don't bother AT&T anymore they aren't going to help you.

New Member

 • 

8 Messages

1 year ago

You must not be reading because if you were you would have read me say that I was supposed to receive 2 calls from AT&T and that THAT was the issue. No where did I ask for somebody who doesn't work at AT&T to try to rationalize my situation. You must be bored.

ACE - Expert

 • 

64.7K Messages

1 year ago

Both times the customer support agent assured to get me help with this and told me to expect a call back within the hour.

This is your only legitimate complaint. They should not be promising a call back when they have already told you what options you have. Unfortunately, they tend to do that just to get customers off the phone when they get someone who won’t accept the answer they have been given.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.