Contributor
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2 Messages
How many faulty Assurion replacement iPhones will I need to send back?
Assurion
I have been with AT&T for many years, and I always felt strongly that its best to err on the side of caution— also in regards to phone insurance. That is until recently, I am questioning the purpose of insurance.
I have an iPhone 6plus that I bought brand new when it first came out, it has always been is insured, it has been paid off for a while now and no longer on a contract. Not long ago, my phone decided to freeze, so I filed a claim. I qualified for the lowest possible deductible, because of no previous claims.
RE: First Replacement iPhone
Well, I received my replacement and immediately noticed that the phone just was not working properly. My Apps would close abruptly; the screen would intermittently turn black. Then, even worse, on the day of my daughter’s graduation, where she would be giving a speech, I realized that my camera would not auto-focus. I was so upset, obviously, because I could not document my daughter’s special day. In addition, I use my iPhone for everything picture/video related. That day my friend heard me huff and puff about my phone, she asked to look at it, and said. Did you recently replace the screen or have some work done on it. I replied no, and said that it was my insurance replacement. She takes a closer look and says, your screen is loose— she showed me the gap, then she says, "your phone is missing screws." WHAT? Are you kidding me? Sure enough, the two screws near the charging port were missing. By the way, she used to repair phones at Apple and had it not been for her that day, I would not have noticed. She told me Apple would not touch it, because it was a refurnished phone on an insurance claim. Therefore, she advised me to call Assurion and demand that they replace, it. Yes, DEMAND! Why? Because I had purchased a new phone, I had paid insurance on a new phone, only to receive a faulty used one. How does that make any sense?
RE: Second Replacement iPhone
I called Assurion, spoke to customer service, and explained the situation. Luckily, the rep was nice and seemed eager to help. During the course of our conversation, she informed me that this was a KNOWN issue, meaning, complaints being made for phones with missing parts, being sent as replacements. WHAT?!?! Are you kidding me, Now I have to question, if this is a known issue, how is AT&T okay with using Assurion as a provider? Anyway, she processed my complaint and expedited a phone to be sent to me, because of my issue. I made sure she documented and that there was no physical damage to the phone and that I had expressly informed her of the missing screws. I received my phone, all seemed okay, that is until I turned it on, and now this phone has a faint white light across the top of the screen that does not go away. It centered right in the middle below the time, and expands from the left side where the phone says "LTE" to where the battery percentage icon. I of course call my friend to look at my phone, and her conjecture is that it may be a hardware issue of a faulty repair that is affecting the LCD screen.
So, this is going to be my second time calling Assurion with an issue! How many faulty phones am I going to unjustly have to deal with and send back before I get a phone that worked like the BRAND NEW ONE that I insured?
formerlyknownas
ACE - Sage
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110.7K Messages
5 years ago
Your iPhone 6 was not new any more. When a 3+ year old car has an accident, it gets repaired with used parts, not new ones. Because insurance won’t pay for new parts on old cars.
If you read your insurance coverage, it’s lousy. Asurion does not give you a new phone, they give you a refurbished same model. If you crack a screen on a new phone, you’re not covered for $49 screen replacement because they don’t have screens for new phones.
Seriously bad product. How many premiums have you paid over the years? Hundreds? Thousands? Had you banked the money you could have bought yourself a new phone instead of dealing with Asurion.
FYI if you insist, use Apple care plus. It’s a good product and covers phones for 2 years.
Good luck with Asurion. Make enough fuss you might get a decent phone out of them.
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sandblaster
ACE - Expert
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64.6K Messages
5 years ago
The insurance is a terrible product that I would never get myself. Your story only proves that. You might as well keep at it until they provide a decent replacement but I suggest you drop the insurance after that.
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Artisan1962
Contributor
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1 Message
5 years ago
(HUGE SIGH)...
I'm on my THIRD iPhone 6 for this calendar year of 2018!!! I have my own business and use my cell phone for everything...that is until I got my last phone from Assurion! First off, upon arrival, the phone had a small chip out of the screen glass in the upper right corner of the phone. I had been WITHOUT a phone for over a week and decided not to turn it in BECAUSE of my business. Within less than a week, the phone developed it's own eccentricities, including VERY slow text openings and camera/video wiggle. Now, I'm having trouble with callers hearing me!!! Phone apps shut down and/or the screen goes black when I'm in the middle of something...especially my banking app...
I have been with AT&T since I got my first phone back in the late '90's....I think Consumer Cellular is looking and sounding pretty good, as it is the service provider for my Mom and Dad's cell phones and the NEVER have ANY trouble of any kind.
I guess we can all see from this, that AT&T cares very little to nothing about the insurance money that their customers shell out each month...So, very soon, AT&T...I will be bidding you farewell...it's time to move on to better things and a company that takes care of it's customers!!!
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formerlyknownas
ACE - Sage
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110.7K Messages
5 years ago
What does consumer cellular have to do with Asurion insurance? (Nothing).
Asurion is not ATT. It’s a separate business that sells its insurance through all carriers.
You can, or could have pushed Asurion for a cash settlement, then buy your own replacement. You can buy a new phone at any time. The iPhone 6 is 4 years old. So are any replacements. GET A NEW PHONE.
As a self employed, sole proprietor, I ALWAYS have a back up phone. I do not use Asurion, it’s a bad product. As a business person, you certainly should recognize it’s a bad product, and that it is NOT your cellular service provider (ATT).
FYI Consumer cellular doesnt offer insurance. You never have to buy insurance and paying $102 a year, plus $99 deductible on a 4 year old phone which you could buy for $150 new off the prepaid racks is ridiculous
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sandblaster
ACE - Expert
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64.6K Messages
5 years ago
Not all carriers. Apparently consumer cellular has partnered with Square Trade for device protection. Assurion does cover the 4 major carriers.
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baileyccooke
New Member
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1 Message
1 year ago
I just got a replacement iphone 12 pro max from asurion. within 2 weeks the phone became completely unresponsive and completely dead- the phone was in perfect condition- and just turned off and never turned back on. Now not only am I without a phone of any kind- they are making me go through a 3 day process to ensure I'm not "committing fraud" - how ridiculous - it's Asurion that is committing fraud-
What i don't understand is Apple's role in all of this- just like apple demands you to use authorize cables and accessories to ensure the phones quality, they should not be allowing broken - faulty phones to go out to customers. it's ridiculous- now I'll have to go without a phone for 4-7 days- because Asurion screwed up.
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dwill05
ACE - Master
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8.3K Messages
1 year ago
Apple doesn’t demand that anyone authorize cables and accessories through them. They have the MFI program that has specifications for accessories, but that’s completely voluntary. There are a ton of cables and accessories that aren’t “MFI certified” that work just fine with iPhones and other Apple products.
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formerlyknownas
ACE - Sage
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110.7K Messages
1 year ago
Apple has nothing to do with this because you did not purchase AppleCare + with loss and Theft.
When you purchase a new phone, you can purchase AppleCare plus with loss and theft directly from apple. Otherwise you are dealing with what is essentially a third party business to insure your phone.
That means third party parts, and non-apple technicians working on your phone.
A repair or replacement through a third party does void the original warranty. It is why there is a warranty that goes along with repair or replacement phones from that third party.
If you want to maintain your Apple device, and your Apple warranty, do not purchase third party insurance
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Gary L
ACE - Expert
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16.4K Messages
1 year ago
Apple has nothing to do with this, you decided to not use Apple for your extended warranty/service.
Apple offers AppleCare+ if you want extended warranty support from Apple. For a few dollars more you can add theft/loss to that also.
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ATTHelp
Community Support
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220.9K Messages
1 year ago
Hi baileyccooke. It's understandable how frustrating an experience like having to replace your newly replaced iPhone Pro Max is.
When it comes to receiving a replacement device from Asurion, we want to advise that @formerlyknownas is correct. Asurion is a third party company that provides insurance for smartphones (among other items like tablets and consumer electronics) and any replacement device you receive from Asurion can be refurbished or remanufactured.
Repairs may contain original or non-original manufacturer parts; and can void the manufacturer warranty. In fact, some colors of eligible devices are not covered. To view additional details on protection for your new phone we invite you to scroll to the information under Frequently asked questions when you visit Phone Insurance - AT&T Device Protection.
If you decide that you want AppleCare for your iPhone it is only available with new device purchases. AppleCare+ extends your iPad and Apple Pencil coverage to two years from your AppleCare+ purchase date.
We hope this information helps. Thank you for reaching out to AT&T Community Forums.
Lar, AT&T Community Specialist
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