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Insurance claim for HTC M9 does not give HTC but LG and Samsung 7 ???

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Insurance claim for HTC M9 does not give HTC but LG and Samsung 7 ???

I have been using HTC for long time. Currently I have HTC M9 and I wanted to claim insurance due to damage.

However, I was surprised to see the options for replacement. Asurion (ATT's insurance provider) says ATT does not support HTC anymore Smiley Sad

They gave me option of LG G6 or LG V20 or Samsung S7. I am not comfortable with LG and Samsung's quality compared to HTC. If I ask for any other option they say its upgrade and you need to talk with ATT. Upgrade is nothing but buying new phone and keeping the older one. Since, my older phone is broken then what the use of keeping it? And then why am I paying insurance for so long??

Before calling Asurion I had chat with ATT. They say you need to talk with Asurion. ATT and Asurion playing ping pong with me.

Not sure if there is any other place to complain about the same.

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Message 1 of 7
Administrator

Re: Insurance claim for HTC M9 does not give HTC but LG and Samsung 7 ???

Hi @alpeshrodage,


I completely understand how important it is to know your options and where to file a formal complaint if needed. I am more than happy to assist with this!


Please send me a private message @ATTCares and I will help you out with this. I look forward to hearing from you!


Have a great rest of your day!


Geovanni, AT&T Community Specialist


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Message 2 of 7
ACE - Expert

Re: Insurance claim for HTC M9 does not give HTC but LG and Samsung 7 ???


alpeshrodage wrote:

I have been using HTC for long time. Currently I have HTC M9 and I wanted to claim insurance due to damage.

However, I was surprised to see the options for replacement. Asurion (ATT's insurance provider) says ATT does not support HTC anymore Smiley Sad

They gave me option of LG G6 or LG V20 or Samsung S7. I am not comfortable with LG and Samsung's quality compared to HTC. If I ask for any other option they say its upgrade and you need to talk with ATT. Upgrade is nothing but buying new phone and keeping the older one. Since, my older phone is broken then what the use of keeping it? And then why am I paying insurance for so long??

Before calling Asurion I had chat with ATT. They say you need to talk with Asurion. ATT and Asurion playing ping pong with me.

Not sure if there is any other place to complain about the same.


The LG G6 is a 2017 phone which was rated high in blogger reviews.  I would not take a s7 since its older.  HTC does not have the same build quality they did 3 years ago.

*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 7
Contributor

Re: Insurance claim for HTC M9 does not give HTC but LG and Samsung 7 ???

Hi Geovanni,

Thanks for responding to my message.
Sorry, I missed it a week back when you responded. Today I was scanning
through email to see if anyone has responded and I found this email.

I will respond @ATTCares
Message 4 of 7
Contributor

Re: Insurance claim for HTC M9 does not give HTC but LG and Samsung 7 ???

They are offering me a Samsung S6, as replacement ,which doesn't even have an expandable memory, for my HTC M9 . I'm not at all happy about it. I called Asurion as suggested , but they tried to tell me that this phone was comparable to my M9.  Now I run across this thread showing they were offering at least a Samsung s

S7 LAST year ?  I've been an ATT customer for 15 years. This is ridiculous. I refuse to downgrade. 

Message 5 of 7
Contributor

Re: Insurance claim for HTC M9 does not give HTC but LG and Samsung 7 ???

I have the HTC One M8 which really messed me up because it is the Windows version.  They no longer have any Windows or HTC phones.  But to answer your question they offered me a S6 or s7 both active in January, but while I was debating, my claim closed.  Now they are only offering the s6 active or LG G6.  The LG has a bigger screen that is closer to my Lumia 1520 that I had but when I talked to ATT they recommended the s6 for the battery life.  But now that I read that it does not have an expandable memory, I am still conflicted--I have only ever had windows phones and the only Android I know about is Samsung since my husband is a die hard Samsung lover.  I also feel that since we have been with them over 10 years we should get better options for replacements.  I realize they are old phones we have but Samsung is about to come out with the Note 9.  I would think we could get the s7 active or edge.  But I don't know.  

Message 6 of 7
ACE - Sage

Re: Insurance claim for HTC M9 does not give HTC but LG and Samsung 7 ???


@amlewis29 wrote:

I have the HTC One M8 which really messed me up because it is the Windows version.  They no longer have any Windows or HTC phones.  But to answer your question they offered me a S6 or s7 both active in January, but while I was debating, my claim closed.  Now they are only offering the s6 active or LG G6.  The LG has a bigger screen that is closer to my Lumia 1520 that I had but when I talked to ATT they recommended the s6 for the battery life.  But now that I read that it does not have an expandable memory, I am still conflicted--I have only ever had windows phones and the only Android I know about is Samsung since my husband is a die hard Samsung lover.  I also feel that since we have been with them over 10 years we should get better options for replacements.  I realize they are old phones we have but Samsung is about to come out with the Note 9.  I would think we could get the s7 active or edge.  But I don't know.  


@amlewis29

You need to understand this has nothing to do with ATT.  You have to deal with Asurion.  Asurion is an independant company and provides insurance to all carriers.  None of them tell Asurion how to do business.  

If you want, you can ask for a cash settlement, but know you will get current value for the old phone.  

 

(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.
*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.
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