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6 Messages

Thursday, March 2nd, 2023 4:11 AM

Buyer beware! AT&T home Protech

PLEASE read the full terms and conditions before agreeing to sign up for the home protech plan. AT&T representatives are flat out lying to customers, AND the asurion home protech page is deceptive as well. I was told my desktop pc’s (built from the ground up) AND my TV’s were covered if they were ever damaged. They are absolutely NOT covered for anything outside of mechanical or electrical issues. I asked REPEATEDLY and even gave example scenarios “if my 4 yr old knocks the 65” tv over… what happens?” And was told “it’ll be replaced!” LIES!!! And when you call AT&T to complain, you’re told “too bad.” Pretty much. 

edit: I did finally speak to a rep who was will to credit every month we paid for this useless service. Now if only I can get out of AT&T altogether. 

ACE - Sage

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117.1K Messages

1 year ago

The insurance provided is asurion.

The home protect advantage is insurance and it does cover damage or failure of devices like your TV set. But you should read the limits of the coverage so that you understand what can be covered, how often, and  up to what dollar amount. It does cover things like if your TV set just quits working or your child knocks it over and breaks it.

If you read the link, it absolutely does cover these things as published. I'm not sure why you think it does not?

https://www.att.com/offers/hometech-protection/

New Member

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6 Messages

1 year ago

so @formerlyknownas , exactly what you’re asking…. That’s my problem. All over the website they paint the picture that your TV is in fact covered.
the minute I filed a claim for damage to the tv, it was denied. I called asurion and the rep said “we don’t cover TV’s for anything except mechanical or electric failure. We do not cover them for damage.” 
If you have the plan, go to your main page, find where it lists the items by category. Under “entertainment” you’ll see “televisions” click “what’s covered” and THATS where you’ll magically find that they’re only covered for mechanical and electrical. 

my entire point is that it is misleading. I don’t have time to sit around posting on forums about things that didn’t actually happen. 
I physically went to my local store yesterday and the manager was TICKED that asurion wouldn’t cover my TV because he’s been told the same thing, that they DO. 
the information provided on AT&T’s site and by its representatives is false. If you have this plan, please, call asurion and ask them if your TV is covered for accidental damage. Let me know what asurion says then. Because, until you dig super deep, you’ll think it’s covered. 

(edited)

ACE - Expert

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14.2K Messages

1 year ago

@formerlyknownas Look at the * a little above the black box toward the end. Computers and TVs aren't covered for accidental damage. 

laptops, tablets, portable DVD/Blu-ray players, portable gaming devices, wearables, audio headsets, virtual reality headset and printer display screens only.

New Member

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6 Messages

1 year ago

@MicCheck thank you! 

the problem is, all EIGHT of the AT&T reps I’ve spoken with at this point, including 1 supervisor, 1 manager of a local store, and TWO loyalty department reps have all been completely unaware of this. Every one of them argued and said “no… your tv should be covered for accidental damage!” And, honestly, when you go through the first several pages, including the first portion of the terms and conditions pdf, it’s worded as if TV’s would be covered. It’s not until you get deeper into the information that the side notes are really defined to explain that TV’s are in fact NOT covered. 

so, on AT&T’s side, they’re oblivious to it. In the long wrong, that has the potential to cause a lot of legal issues for one or both companies. Frankly, it could all boil down to miscommunication from corporate down to representatives. Regardless, I hope no one else goes through this. 

ACE - Expert

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14.2K Messages

1 year ago

There wouldn't be any legal issues, but that's beside the point. If this is a real situation (rather than a hypothetical), file a BBB complaint and explain you were misled (likely due to ignorance) and several reps concurred with the incorrect information. Those complaints get routed to corporate and someone might be able to help. 

New Member

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6 Messages

1 year ago

We can agree to disagree. The writing is quite literally on the wall. Look at the website and see how far you have to dig before you find the info. As a paralegal, it is the definition of theft by deception. 

ACE - Expert

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14.2K Messages

1 year ago

Since when has the "fine print" been theft by deception? Heck, this isn't even all the 'fine' or hard to find. Again, if your TV broke, file a BBB complaint. If not, then now you know and can cancel it if you'd like.

New Member

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6 Messages

1 year ago

@MicCheck did you not look at the screenshots, read any of the information provide, or go over the website yourself? 

I'm not going to continue to argue with someone who hasn’t done the legwork to validate or disprove my claim. At that point, it’s just words. 

I included a screenshot of the fine print terms and conditions, a LEGAL document, where they outline in bullet point a.) that televisions are covered, and do not disclose that they are only covered for mechanical and electrical failure. It is intentionally worded deceptively.  

ACE - Sage

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117.1K Messages

1 year ago

The the portion that we might consider the advertisement for the plan seems to offer damage protection and include TV sets. But it's not until you dig into the fine print that you find where it's excluded, if I'm reading all the fine print correctly.  They have buried it really well. Which I agree is deceptive.

This is the kind of thing I might take to your state insurance board, small claims, or arbitration. 

I've said it before, I will say it again. I hate insurance.

ACE - Expert

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14.2K Messages

1 year ago

Why do you think I didn't do the legwork? I'm the one who pointed out the exclusions. 

I went to the link posted scrolled down, and there's an easy to find FAQ asking "What types of failures are covered by AT&T HomeTech Protection?"

TVs are covered, but not for accidental damage. 

Again, the legality and advertisement are not the issue, especially since you didn't make the purchase based on the advertisement. The issue is you were incorrectly informed by representatives. That's what you need to focus on. You purchased a product because multiple representatives told you it did X, when in fact X isn't covered. Filing a BBB complaint will get you to someone who can likely make it right. 

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