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Re: Why does ATT customer fail so miserably in their loyalty department

Why does ATT customer fail so miserably in their loyalty department

JUST NEED TO VENT ABOUT AWFUL CUSTOMER SERVICE W/AT&T.
On the phone with AT&T to try to get a replacement NON-REFURBISHED iPhone for my wife- She cracked her screen a couple of months ago, & she used the insurance that we pay monthly with ASURION insurance. They sent her  not one, but two refurbished iPhones-both with terrible quality. The iPhone drops calls all the time & has awful reception-always crackles with the other person hardly being able to hear her. AT&T refuses to do the right thing. I wish we could get rid of AT&T, but we owe too much on the monthly payments.
They could care less about customer loyalty, or true customer service. Once we pay off our iPhones; we will go to find another ISP & never go back to AT&T.

So ATT responded to my post on their web site with another pointless response blaming their own phone insurance company

Hey there, Scott! We hear you and we would love to be able to assist you here, however, you will need to get back in touch with Asurion regarding any device malfunctions. https://soc.att.com/2ibH1FH Thank you! -LaceyE Social Media Specialist

So ATT responded to my post on their web site with another pointless response blaming their own phone insurance company . Their customer service sets the bar so low. It is incredible how poor their customer service is in reality..  if you read my original post; I started with Asurion; where they told me I needed to contact AT&T for an unfurnished iPhone & AT&T loyalty department told me there is nothing they can do. 

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Message 1 of 10
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Accepted by ACE - Sage (ACE - Sage)
Accepted by lizdance40
‎05-28-2019 4:37 PM

Re: Why does ATT customer fail so miserably in their loyalty department

Asurion isn't "Their own insurance company". All carriers just sell their policies for them. They are an independent company. 

AT&T has nothing to do with replacement insurance phones.

If you received a bad replacement phone you have to take it up with Asurion!

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Message 2 of 10
ACE - Sage

Re: Why does ATT customer fail so miserably in their loyalty department

Sorry but @billsite34  is correct. Asurion is used by Verizon and t-mobile also as well as most small carriers. Asurion is not owned or partners with carriers, it’s just the only full coverage carrier until recently.    

Your insurance agreement with Asurion does not mean you will get a new phone, but they are suppose to send a working one. 

You can file a BBB complaint against Asurion to get a response from higher up their ladder.

But AT&T is not responsible except for billing. 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 10
ACE - Master

Re: Why does ATT customer fail so miserably in their loyalty department

First of all, this is an issue with Asurion, not AT&T. They are two separate companies, just like the bank that takes your car payment has nothing to do with the company that insures your car. AT&T cannot make Asurion do anything, let alone give you a brand-new phone.

 

Second of all, Asurion will almost always send you the same type of device that you sent in: a used device.

Asurion's terms clearly state "Claims may be fulfilled with new OR AT&T Certified Restored equipment, which is previously opened, and/or used (which may be refurbished or remanufactured, and may contain original or non-original replacement parts) of the same model or other models of like kind and quality. ​

 

While it's possible to get a new device from Asurion if your current make and model is out of stock, it's very rare, so no one at Asurion can guarantee you'll get a new device. The same thing would happen if you replaced the device under warranty from Apple: you'd get a refurbished device.

 

If you want a brand new phone, go to an AT&T store and buy one.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 10

Re: Why does ATT customer fail so miserably in their loyalty department

If you read my post that you would know that I tried to take it up with Asurion, but they referred me to AT&T because I did not want another defective refurbished iPhone, but a replacement iPhone for the one that was broken. Then AT&T refused to accept responsibility for the products they sell.
Message 5 of 10

Re: Why does ATT customer fail so miserably in their loyalty department

AT&T should be able to support the products they sell. Asurion should not use substandard, or defective products as a replacement for new iPhones. They should tell the consumer the option of replacing their phone with a refurbished phone, or let the consumer make their own informed decisions
Message 6 of 10
ACE - Sage

Re: Why does ATT customer fail so miserably in their loyalty department

Do you by chance have a mortgage and pay your tax and insurance with your mortgage each month?  And if your home requires a claim, who do you call?  

Not the mortgage company.

  It may not be the answer you want, but you need to take Asurion to task. Your only other option is a warranty replacement because At&t warranties your Asurion replacement.  However, it can’t be in pieces.  Physical damage is not covered by warranty.  That means you must get Asurion to pony up to their responsibility to provide a working replacement.  

Again FILE A BBB COMPLAINT AGAINST ASURION.

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 10
ACE - Master

Re: Why does ATT customer fail so miserably in their loyalty department

The reason Asurion is pointing you to AT&T is because they already fulfilled their end of the bargain by providing you with a replacement iPhone. Nowhere in the terms does it require Asurion to provide a new device. In fact, just the opposite.

 

If you had read my post, you would see the best solution for your problem. If you want a brand-new iPhone, go into a store and pay for one. If you want to be cheap, you can keep banging your head against a wall trying to get one from Asurion or AT&T.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 10
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Master

Re: Why does ATT customer fail so miserably in their loyalty department

Asurion likely just told you to contact AT&T to get you out of their hair.  Regardless of how you think things should be, you are bound by the terms of the contract you agreed to when you bought the insurance.  The terms clearly state that they have the right to give you a refurbished phone as an insurance replacement.  If the refurbished phone doesn’t work, then take the issue up with Asurion.  You can demand a new phone as much as you want, but they are under no obligation to provide one, and neither does AT&T.

 

If you get into a car accident and the insurance company doesn’t payout enough money to fix your car or get a new one, then you don’t have the right to ask the car manufacturer to give you a brand new car.

Message 9 of 10

Re: Why does ATT customer fail so miserably in their loyalty department

Buddy, you aren't "clicking" somewhere.  When I was in an accident, the insurance company took care of it.  Why would I go to the car dealer and demand them for service?  When I worked for KMart, some very ignorant customer was demanding a lawnmower repair since he got the mower at KMart.  I tried my best to explain that we do not service lawn equipment. 

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