Re: Horrible Customer Service

@LRCHOPS

Asurion will only send out certified like new replacements.  You have every right to return the device they sent you as a replacement until you got a phone that functions properly.  Also, Asurion will send you a device that is most similar to the original one you're sending in for replacement if that original phone is outdated/discontinued, or they just simply don't have any more of the original device type in stock and they don't plan on getting any more in.  Did you take pictures of the replacement device that you sent back before you packed it up, after you put it back in the box in which it came (not the shipping box, but the device box,) and after you'd packed that box back into the return envelope with which Asurion provided you?  Also, did you save the return tracking number?  I mention the pictures because this would provide further evidence that you'd actually sent the replacement device back, as would the return tracking number.  I would go ahead and send a private message to @ATTMobilityCare with your name, account/ primary phone number, details of your device return issue, including the issue your original device was having that prompted the need for a replacement in the first place, details of the issue the replacement device had that prompted the need for you to send that back, and any pictures and/or return tracking numbers you can provide to solidify your case that you have, in fact, returned the defective replacement device, a good contact number and time to reach you.  These folks have an excellent track record of fully resolving issues that traditional customer service avenues cannot.  So, provided you send them all of the information I suggested, I have every reason expect that they'll be able to get you all squared away.  

Well I found the FED EX tracking number (***) proving I sent in the defective phone.  Fed Ex shows the phone was delivered to ATT and signed for.  I called ATT and they said the phone went to the wrong ATT facility and they could not remove the $900.00 charge.  I told them the fact that the phone was sent to the wrong ATT facility was not my problem since they were the ones who sent me the return shipping envelope with the pre printed shipping label.  ATT still refuses to deduct the charge stating they cannot remove the charge because the phone was not at thier Texas facility.  I told ATT to try and use common sense since they can clearly see I met my obligation to send them the phone accoring to thier instructions.  ATT SUCKS!  Now I have a battle on my hands because ATT customer care reps and thier supervisors cannot make a command decision to do the most common sensable thing and remove the $900.00 charge on my account that is based on them not recieving the phone.  I contacted the Corporate Office of the CEO at Asurion and spoke with Debra.  Debra did a 3 way call with ATT and came to my defense.  Debra was great.  She provided all case information to ATT and requested they delete the charge.  ATT refused stating tehy did not have the authority.  ... This all started in early July and is still not resolved.  I have taken every single step neessary to resolve this with ATT and they have failed all the way through.  ...  How stupid can a company be?????

[Legal discussions are not permitted per the Guidelines]

Go ahead and look up the Fed Ex tracking number!   ATT is horrible.  I spent all morning from 0830 hours to 1130 hours on the phone trying to reasonably resolve this issue, yet, ATT reps were so stupidly programmed to follow a stupid script, they could not even make a simple decision to do the right thing and remove the $900 charge which wa thier error.

The evidence is in the tracking number and tracking information.  For ATT to tell me they cannot remove the charge because the phone did not go to thier Texas facility is pure stupidity.  ATT is the one who sent me the pre paid Fed EX shipping envelope with the pre printed shipping address to Atlanta GA and they are saying I am still responsible for the $900 payment.  I asked them to think about what they were telling me.  The response was, " Sir I understand your concern, but the ATT computer records say the phone was not returned even though the FED EX tracking number shows it was returned."  LAUGHABLE!

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@LRCHOPS wrote:

Edited by @Phil-101 on Sep 7, 2016 at 11:42:37 AM.   So ATT will even try to cover up pertinent and factual information here on this page!!!!    WOW!!!!  They know they are wrong and fail to admit wrong doing.  Shameful.

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The number was likely removed as it would be considered personal information. 

Have you sent a private message to AT&T as mentioned by @lcalle above?

SO here it is folks!  The remanufactured insurance claim phone that blew up in my hand.  I was manipulating the volume control when the phone immediately became hot and exploded like a road flare.

I have been on the phone all morning with ATT and Asurian.  No private messages necessary.  I am sure they will become aware of this post and then some!  This is a critical incident.  If that phone blew up while I was talking on it, it could have fried my face.  Or worse, what if it blew when I was working in my shop around flamable items.

Hi there @LRCHOPS!

I’m very sorry to hear about all the trouble you’ve had to go through with this return situation!

The fact that your replacement phone exploded in your hand is terrifying, and I’m glad you were not seriously injured!

This return situation seems curious. If you returned it using the return envelope that was provided with the replacement, then it definitely should not have been returned to the wrong location!

I know you’ve contacted us on multiple occasions due to this, and have spoken to some very high level people it seems, so perhaps you do not wish for our assistance here, but rather to get your story out.

Regardless, we would be eager to help out as well! We’ll send you a private message to your forums account. If you’d like our help, just respond to the message and we’ll get to the bottom of this together!

Tim, AT&T Community Specialist

Administrator, I will provide you with all the information necessary to rectify this issue.  Who do I contact?  I did not see a requwest under my profile

I should also mention that this issue has been going on since mid July.  I requested ATT send me documents to file and injury claim for the phone that burned my hand.  NEVER happened.  They ignored me.  I also requested a claim for my damaged furniture from the phone blowing up.  Again, I was ignored and never was mailed the paperwork.  ATT blames Asurian and Asurian blames ATT.  There is no one to talk with, only inept operators who read off canned language and are not allowed to think for themselves or exercise common sense.  Most of them are polite, but they have no solution.  Funny how the two black customer service people I spoke with were the mouthy ones who talked over me and were insulting.

Put the pictures up on their Facebook page?