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arimont's profile

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1 Message

Tuesday, October 4th, 2022 9:51 PM

AT&T Asurion is a SCAM

I used Asurion insurance to get a new phone back in June. They shipped me the new phone and gave me a box and return label to ship back my broken phone. I dropped off my broken phone package at USPS and they gave me a receipt. 4 months later in October, I get a $350 bill from AT&T because they said they never got my phone. I unfortunately had thrown out my receipt from USPS as it had been 4 months since I shipped and I did not hear anything. I went to the post office and the lady working there told me I was the SIXTH person to come in that day saying AT&T did not receive the phone they shipped. I got on the phone with AT&T and they found out someone had stolen my broken phone and it was now being used by a different number. Moral of the story: be extremely careful when using Asurion. Take a picture of your receipt from USPS and make sure you do not throw it away so you have proof when they try to make you pay for a missing phone that you did not misplace . 

Community Support

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231.2K Messages

2 years ago

This certainly isn't the experience we want you to have when filing an insurance claim, @arimont. We're here to help address your concerns. 

 

Let's meet in a DM to discuss this further. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). 

 

Something to keep in mind?

The warranty exchange is complete once you receive your replacement device, and we accept your defective device. If we don't receive the device and are unable to locate it, you'll be billed the full replacement value. Review our support article to learn more about what you can expect when returning a defective device.

 

We'll chat soon! 

 

Sydne, AT&T Community Specialist

ACE - Sage

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116.9K Messages

2 years ago

This has nothing to do with Asurion.  

Asurion doesn't get phones back.  Return insurance phones go from USPS, to courier, to AT&T. 

Plenty of reasons to dislike the over priced insurance, but this isn't one of them.

1 Message

4 months ago

Asurion is an absolute waste of money with your cell phone. I have ATT and when I had filed a claim for a destroyed phone on Sunday with Asurion, it arrived mid day Tuesday. The refurbished phone, which cost me $200 anyway, did not work. I was on hold, transferred, hung up on or told to call other numbers 4 times for a total of 2 hours and twenty minutes until a supervisor agreed to ship another unit. It arrived mid day Thursday and it too was a defective refurbished phone that would not power on. After over 3 more hours of hold, senseless conversation and apologies, I was told by Marta, id#202107, that I would have to ship the previous 2 defective phones back to them before they could get me a phone that works. This my business phone and I am losing money every hour that I cant reach or be reached by customers. She didn't care that the error was completely theirs or that I was losing business and could not operate. She was only worried about Asurion getting back their 2 pieces of trash that I had no use for. She refused to take my word when I promised to have the 2 phones in the morning mail. This is on Thursday evening. Monday is Christmas so at best Ill receive a phone by next Wednesday or Thursday, taking the claim to a 10 day stall, provided the next phone actually works. She refused anything more than an apology, which is useless, and made it clear that my satisfaction was not her concern. If customer satisfaction is anywhere in your expectation of business experience, do not get involved with Asurion. I will be removing insurance from my ATT account and not have the frustration that you think you are avoiding when you buy product insurance. I give Asurion a 0 rating only because there aren't any scores lower.

ACE - Sage

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116.9K Messages

4 months ago

@oldave 

I also rely on my phone.  I ran my business off it, and have no landline.  I always had a spare, just in case

Once you file a claim, you can replace the phone while you wait for the replacement.  Old phone, cheap prepaid, borrow one, buy one.  Exactly what you would do if you had no insurance.

As for insurance, it's expensive.  And it's expensive because claims are frequent and it's a for profit business.    We've self insured.  Just put aside the $14-$17 per phone aside each month.  With the deductible And premiums, you'll have near $400 the first year for a replacement 

1 Message

2 months ago

Asurion is an UNRELIABLE and DISHONEST company. I submitted the documentation asap. it says on website and customer service approvals are done within 8 hours. it has been TWO DAYS and still no response! They gave me the run around and being told different stories as why my approval is delayed. DiSAPPOINTING! MOST FRUSTRATING! empty promises! WASTE OF MONEY AND TIME. 

(edited)

ACE - Expert

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32K Messages

2 months ago

@LOUIEDELLE 

I would expect that 8 hours refers to normal processing time. With yours going on a couple days, either they have a backlog of claims they are working through or there is something specific about yours that is causing the delay. If you try calling again and cannot get a solid status update than consider filing a BBB complaint.

Personally I avoid using them only for that the money spent every month I could just bank. Otherwise that plus the deductible and I have spent way too much for a refurbished replacement instead of a brand new phone of my choice.

ACE - Sage

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116.9K Messages

2 months ago

So don't use them.  You aren't required to get insurance.  

Asurion is a monopoly

They not only provide insurance through all service providers, but through a ton of other businesses as well. Including Amazon, Walmart, etc.

There are pluses and minuses to going through your service provider for insurance. The plus is that they send you a phone first.   

Protection plans through the manufacturer may have some limitations or requirements that are different from carrier insurance.

For example if you buy AppleCare Plus with loss and theft and you do not have find my phone on, they will not replace a lost or stolen phone.  

If you noticing my earlier post I've been self-insuring for over 20 years. We've only had a few losses, not amounting to very much. 

1 Message

2 months ago

Terrible experience and a waste of money. I called to warranty my phone out because the website was going to ship me a different phone than what I had. They said they didn't have mine and I would have to accept the other one. I have a problem with that. I've been paying insurance on a white s22 ultra 512g. I expect to receive the same phone... They just kept trying to move forward with the warranty and it would cost another $250. So... $17 per month for insurance (had it for 2 years on this phone) and another $250 for replacement. For that much money there's no reason I shouldnt receive the same phone... 

Former Employee

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2.6K Messages

2 months ago

You get a comparable phone. Read your terms that you agreed to with Asurion and yes there is a deductible for an insurance claim. You do understand there is a difference between a warranty claim and an insurance claim, right? 

ACE - Expert

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14.2K Messages

2 months ago

You can't even get the S22 Ultra 512gb directly from Samsung. How do you expect Asurion to give you one? Do you think they should be required to keep each and every phone ever made on hand on the off chance someone with that particular model makes a claim?

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