AT&T Holiday Deals & Gifts - Don't miss these holiday deals on the latest devices!
Troubleshoot your device issues
plady100's profile

Contributor

 • 

3 Messages

Sun, Mar 20, 2016 9:56 PM

Not happy with replacement

I recently filed a claim on my Samsung Galaxy Note Pro. With my insurance, I chose to replace it. I was sent a Microsoft Surface 3. I am not pleased with this, as the only thing they have in common is they're both a tablet. Questionable on the Surface, as after working with it for 2 days, I can't get it to act like anything other than computer that looks like a tablet. Who/where can I contact to send this back and get the same thing I had sent to me? Thank you, Tammy

Accepted Solution

Official Solution

Community Support

 • 

15.2K Messages

7 years ago

Hi @plady100!

 

Thanks for posting!
 
I’m so sorry to hear that you’re not liking the replacement you received from Asurion. Please contact them by clicking here, and then click “Contact Us” at the bottom > “Let’s Chat.” Or, give them a call at 888-562-8662.
 
Please let them know that you’re unhappy with your comparable replacement, and they will be able to review your options with you.
 
Thanks!
-Spencer O AT&T Social Media Manager

Contributor

 • 

3 Messages

6 years ago

The only Samsung product I could get was a http://www.samsung.com/us/explore/galaxy-view-features-and-specs/. Way too big to leave the house. When I pay monthly for insurance I expect to get the product I have replaced with the same product. Especially since I don't abuse the insurance coverage.

Gary L

ACE - Expert

 • 

16.1K Messages

6 years ago


@plady100 wrote:

The only Samsung product I could get was a http://www.samsung.com/us/explore/galaxy-view-features-and-specs/. Way too big to leave the house. When I pay monthly for insurance I expect to get the product I have replaced with the same product. Especially since I don't abuse the insurance coverage.


The fact the the policy says they can give you a different replacement device is a good reason NOT to get that insurance. 

 

 

 

David606

Employee

 • 

3.5K Messages

6 years ago

That is not what the insurance terms and conditons state. It says they may substitute for a different product at their discretion. They cannot provide a replacement if they don't have that exact model available.

 

Our goal is to replace your device with your same make and model. However, some models may no longer be available. In this situation, we do our best to match feature functionality and other device qualities to determine a replacement.

  • Depending on availability, you may receive a device of like-kind and quality.
  • Claims may be fulfilled with a new or re-manufactured replacement device.
  • Device color, brand, model and features may be different and accessory compatibility is not guaranteed.
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.