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vontobelz's profile

Tutor

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4 Messages

Sunday, November 5th, 2017 10:19 PM

Why does AT&T support even bother answering my questions when all their answers are dead wrong?

After breaking my iphone 7 plus, I inquired as to whether or not i could repair it through AT&T insurance AND upgrade my phone at the same time. After being in chat with them for about five hours, they told me yes, just file a claim with the insurance and as soon as that's done, I should go ahead and upgrade my phone. Knowing that I need a working device to upgrade, I asked whether or not I was going to have to wait for the repair to be done before I could upgrade, making sure that it was obvious to the rep that I NEED a phone asap. Two separate reps assured me that as soon as I was done purchasing the new phone online, I could pick it up in store. I go to the store, wait there for forty five minutes, just to be told there's nothing they can do without a working phone. AT&T, get it together. I would rather not receive an answer for my question than get a completely wrong answer. Just a word of warning that AT&T support doesn't have a clue.

sandblaster

ACE - Expert

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62K Messages

5 years ago

Wish you would have come here first, we would have given you the correct answer. First off, insurance does not repair phones. They will send you a replacement and charge you the deductible. If they don’t have any replacements, they may send you a check. Insurance and the ability to upgrade are totally independent of each other. If you are paying for that broken phone on an installment plan plan, the upgrade rules are the same regardless of what happens with insurance. To upgrade you either need to turn in a phone or pay it off. In fact turning in a phone may now be a problem because the replacement phone won’t be the original and might not meet ATT’s trade in requirements.

Tutor

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4 Messages

5 years ago

Thanks for the reply. I wish I would have come here first too after seeing how fast I got a good response. I wasn't even made aware that the phone Asurion is sending is a replacement. I should be receiving it tomorrow or the next day. I'll bring it into the store and see what happens. I'll keep you posted. Much thanks.

Tutor

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4 Messages

5 years ago

One other question though: If I miss the three day window in which the store is supposed to reserve my phone, what happens? Because I already paid for the phone.

ACE - Sage

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104K Messages

5 years ago

@vontobelz Not sure how to handle the phone, but make sure you call ATT as soon as you have the replacement and get the IMEI into the system as an approved replacement. A couple of people had problems upgrading with trade in because the IMEI didn’t match.  

 

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