The new iPhone 15
l0vV4's profile

New Member

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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

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8 Messages

1 year ago

^^ Which is understandable but when I explain the situation to the chat agent it's "Lets figure out what options we have that can best help" (or something to that extent). So of course I'm actually going to think I'm getting a call back. 

Context: I asked the person who sold me my phone about the airpods while they were off the clock so I didn't keep asking questions to know if there was anything else that could be done, other than buying new airpods. Hence why I moved over to the app for more info.

ACE - Expert

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13.1K Messages

1 year ago

There is no other option than buying new airpods.

ACE - Expert

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27.5K Messages

1 year ago

To sum the situation up:

YOU lost your Airpods (in 2 separate scenarios but same outcome)

YOU financed the Airpods because either couldn't or chose not to pay cash.

Insurance was NOT an option on said equipment so YOU are wholly responsible for them.

YOU want another set of Airpods which means YOU will have to purchase them even though YOU owe on the lost set.

See how that works?

As far as the promised phone call, take that off the table.  They can call you every day for the next year.  The outcome will be the same.  Either buy another set or do without.  Welcome to Adulting.

(edited)

ACE - Professor

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2.9K Messages

1 year ago

Did  you use Apple’s Find My to try to locate the missing AirPod?

https://support.apple.com/en-us/HT207581

New Member

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8 Messages

1 year ago

Yall are missing the point clearly. If I had known that they weren't covered by my insurance I would've just bought them through Apple. When I explained the situation to an agent through my app on two separate occasions they offered to help and gave me a call back time. I've said about 3 times at this point that THAT is the problem.

ACE - Expert

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27.5K Messages

1 year ago

If I had known that they weren't covered by my insurance I would've just bought them through Apple.

Did you ask?

When I explained the situation to an agent through my app on two separate occasions they offered to help and gave me a call back time

What kind of help are you expecting from AT&T?

(edited)

New Member

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8 Messages

1 year ago

@Fl_retire Yes, and I can actually see when they were last used as well. They've been used since they've disappeared. But, they're outside of my state so there's no way for me to get them. Thank you though.

ACE - Expert

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27.5K Messages

1 year ago

The harsh reality is that the Airpods are gone and you still owe on the Airpods. 

You now need to decide what you're going to do since AT&T bears no responsibility in the situation.

(edited)

ACE - Expert

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64.7K Messages

1 year ago

Yall are missing the point clearly.

No, I acknowledged that. Those chat agents absolutely should not have promised someone would be calling. What exactly are you expecting now? An apology from ATT? Even if someone did call you, I think it should be clear by now the only thing they can or will do is sell you another pair of AirPods and you still have to complete paying for lost AirPods.

New Member

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8 Messages

1 year ago

I can understand finishing the financing up but I'd rather pay it fully instead of monthly for just an airpod case. I don't think there's a way to do that in the app. (Which is why I'm trying to talk to someone)

But I do think that the fact that airpods aren't covered by your insurance should be made known to customers. Especially if they're just starting their plan with AT&T and started financing their phone at the same time. How would one know that the insurance doesn't cover all devices?

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