The new iPhone 14
Kelly_22's profile

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Tuesday, February 7th, 2023 4:05 PM

iPhone 10 January 2023 update caused a device malfunction

Did anyone else experience an issue where their device (post-update) would not get past the flashing apple icon? We attempted to force a new updated, but no luck; and we attempted to factory restore the device and that did not work either. We, therefore, had to pay $60 to get the media off the device into the cloud and AT&T will not cover this malfunction, even when we pay for insurance and the phone is not damaged. So now they sent a new device and are charging us $150 for no fault of our own. What's the point of insurance? Has anyone else experienced this? We were told by one employee this is covered under the extended warranty to which he's completed previously, but the representative on our claim denied this as coverage. It even states it right in their service agreement. For lost, stolen, or damaged phones, I understand the $150 deductible; however, they're getting a non-damaged phone returned for this issue. It doesn't seem fair or just. Plus we pay $540 a year for the warranty. See AT&T Device Protection. Also note that this took 4 days to get the replacement phone, not same day! 


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ACE - Expert


63K Messages

2 months ago

Insurance has a deductible. If they sent you a new device and charged $150, that sure sounds like insurance to me. You aren’t paying ATT for extended warranty. Only Apple does warranty on iPhones whether it’s the standard one year or extended warranty with AppleCare. Perhaps Assurion calls it warranty but it’s not, it’s still insurance. When you get a replacement device through insurance, you don’t get to keep the old phone. It doesn’t matter whether the old phone is damaged or not, you must return it. The only reason for not returning is if it was lost or stolen.

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