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Posted Dec 11, 2013
11:51:32 AM
I was mislead on phone insurance

I am in a tough spot here - when I got a new phone and renewed my contract, the representative brought up the insurance plan for my phone. I asked some questions about it and was told that everything was 100% covered. Well after about a year of paying into the insurance, the buttons on the bottom of my phone stopped working and I was told that to get it fixed I would need to pay $200!!

 

Paying monthly for insurance I was told would cover everything 100% is a far cry from having to pay $200 when I have an issue.

 

I am pretty upset with AT&T at this point and will have to look into what options I have when I get home tonight. I am hopeful that since I was told the insurance coveres everything, AT&T will fulfill their agreement without too much trouble. If anyone from AT&T is mornitoring the message boards, I would appreciate some help.

 

I know I had to use the message boards to get UVERSE set up at my house after 3 months calling in to explain I bought a newly constucted house and it was within the service area (houses on 4 sides used uverse) but my address was not yet in their system.

I am in a tough spot here - when I got a new phone and renewed my contract, the representative brought up the insurance plan for my phone. I asked some questions about it and was told that everything was 100% covered. Well after about a year of paying into the insurance, the buttons on the bottom of my phone stopped working and I was told that to get it fixed I would need to pay $200!!

 

Paying monthly for insurance I was told would cover everything 100% is a far cry from having to pay $200 when I have an issue.

 

I am pretty upset with AT&T at this point and will have to look into what options I have when I get home tonight. I am hopeful that since I was told the insurance coveres everything, AT&T will fulfill their agreement without too much trouble. If anyone from AT&T is mornitoring the message boards, I would appreciate some help.

 

I know I had to use the message boards to get UVERSE set up at my house after 3 months calling in to explain I bought a newly constucted house and it was within the service area (houses on 4 sides used uverse) but my address was not yet in their system.

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Dec 11, 2013 12:36:55 PM
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Dailyfield,

 

It sounds like there was definitely a misunderstanding. However, if the device is under a year old, you still have another option. 

 

AT&T devices are covered under a 1 year warranty. As long as the device has no physical damage (i.e. cracks) or water damage, it's covered for warranty repair or replacement. To learn more about warranty exchange and warranty support centers near you, click on the links below. 

 

Replace a Broken Phone

 

Device Support Center Locations

 

Let me know if you have any questions or concerns!

 

-Mariana


Rethink Possible


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I was mislead on phone insurance

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Dec 11, 2013 11:58:58 AM
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Hello, dailyfield!

 

Thanks for posting. I'm sorry to hear about the confusion surrounding your device insurance. When the rep informed you that any kind of damage is covered by insurance, he or she was correct.A device is eligible for replacement regardless of whether it has water damage, physical damage, or if it's been stolen or lost.

 

The $200 is the deductible. This deductible varies depending on what kind of device you have and gets you a replacement device. For more information about the insurance program and a list of deductibles, please click on the link below.

 

Mobile Insurance

 

Let me know if you have any questions or concerns!

 

-Mariana


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Hello, dailyfield!

 

Thanks for posting. I'm sorry to hear about the confusion surrounding your device insurance. When the rep informed you that any kind of damage is covered by insurance, he or she was correct.A device is eligible for replacement regardless of whether it has water damage, physical damage, or if it's been stolen or lost.

 

The $200 is the deductible. This deductible varies depending on what kind of device you have and gets you a replacement device. For more information about the insurance program and a list of deductibles, please click on the link below.

 

Mobile Insurance

 

Let me know if you have any questions or concerns!

 

-Mariana


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*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Dec 11, 2013 12:22:20 PM
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MarianaCM,

 

Thank you for your quick reply. I am aware of the differences between insurance coverage; having a deductable and what was expressed to me as "100% coverage". If I was told that the device was covered in 100% of the cases but I was required to pay a deductable - I would not be writing on this message forum.

 

Since I was told is that my device was covered 100%. This is a very different message from what I am now experiencing. After calling into customer service and being told I would have to pay $200, I looked up the mobile insurance website and read the terms. I am disappointed that when I signed up for the insurance and renewed my contract (I relied on the verbal contract and what I was told) that AT&T does not seem to be honoring their part of the deal.

MarianaCM,

 

Thank you for your quick reply. I am aware of the differences between insurance coverage; having a deductable and what was expressed to me as "100% coverage". If I was told that the device was covered in 100% of the cases but I was required to pay a deductable - I would not be writing on this message forum.

 

Since I was told is that my device was covered 100%. This is a very different message from what I am now experiencing. After calling into customer service and being told I would have to pay $200, I looked up the mobile insurance website and read the terms. I am disappointed that when I signed up for the insurance and renewed my contract (I relied on the verbal contract and what I was told) that AT&T does not seem to be honoring their part of the deal.

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Dec 11, 2013 12:36:55 PM
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Dailyfield,

 

It sounds like there was definitely a misunderstanding. However, if the device is under a year old, you still have another option. 

 

AT&T devices are covered under a 1 year warranty. As long as the device has no physical damage (i.e. cracks) or water damage, it's covered for warranty repair or replacement. To learn more about warranty exchange and warranty support centers near you, click on the links below. 

 

Replace a Broken Phone

 

Device Support Center Locations

 

Let me know if you have any questions or concerns!

 

-Mariana


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Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Dailyfield,

 

It sounds like there was definitely a misunderstanding. However, if the device is under a year old, you still have another option. 

 

AT&T devices are covered under a 1 year warranty. As long as the device has no physical damage (i.e. cracks) or water damage, it's covered for warranty repair or replacement. To learn more about warranty exchange and warranty support centers near you, click on the links below. 

 

Replace a Broken Phone

 

Device Support Center Locations

 

Let me know if you have any questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Dec 11, 2013 12:56:04 PM
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Edited by dailyfield on Dec 11, 2013 at 12:58:21 PM

My device is over a year old so I am not sure if the AT&T warranty will cover me.

 

I would agree there was a miscommunication but I feel that the mistake was not made on my part. I chose to believe the representative (and yes, I asked them clarifying questions to make sure I correctly understood what they were saying) on the insurance policy, just like I chose to believe them on AT&T service charges and data limits. Had the insurance policy I agreed to been accurately explained, I would have instead taken out a rider on my home owners insurance to cover this cost. As is, I feel like I was defrauded by AT&T and now the response I am getting is not very sympathetic.

 

To me, part of operating a large business (especially one who generates a large portion of its revenue off of long term service contracts) is to honor its' agreements and in the case where there is not sufficient training for staff to explain products they are selling, they should cover the cost of their own mistakes.

 

 

My device is over a year old so I am not sure if the AT&T warranty will cover me.

 

I would agree there was a miscommunication but I feel that the mistake was not made on my part. I chose to believe the representative (and yes, I asked them clarifying questions to make sure I correctly understood what they were saying) on the insurance policy, just like I chose to believe them on AT&T service charges and data limits. Had the insurance policy I agreed to been accurately explained, I would have instead taken out a rider on my home owners insurance to cover this cost. As is, I feel like I was defrauded by AT&T and now the response I am getting is not very sympathetic.

 

To me, part of operating a large business (especially one who generates a large portion of its revenue off of long term service contracts) is to honor its' agreements and in the case where there is not sufficient training for staff to explain products they are selling, they should cover the cost of their own mistakes.

 

 

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Dec 11, 2013 1:17:29 PM
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Dailyfield,

 

We would be more than happy to help! If you would like us to explore your options, please send us a private message by clicking here.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns!

 

-Mariana


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Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Dailyfield,

 

We would be more than happy to help! If you would like us to explore your options, please send us a private message by clicking here.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: I was mislead on phone insurance

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Dec 13, 2013 4:30:34 AM
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This unfortunately is a common theme on these forums. AT&T has thus far shown no willingness to fix what is a very anti-consumer policy of selling insurance through misleading sales tactics. Given the large number of posters with this same problem, it seems to be a systemic problem with AT&Ts sales staff.

OP I hope you will keep us updated to the resolution (or non resolution) of your issue.
This unfortunately is a common theme on these forums. AT&T has thus far shown no willingness to fix what is a very anti-consumer policy of selling insurance through misleading sales tactics. Given the large number of posters with this same problem, it seems to be a systemic problem with AT&Ts sales staff.

OP I hope you will keep us updated to the resolution (or non resolution) of your issue.

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Dec 13, 2013 8:44:59 AM
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Edited by loganic on Dec 13, 2013 at 3:27:53 PM

Hey dailyfield,

 

Really sorry for any misunderstandings. The insurance to my understanding covers every situation I can think of, lost/stolen, physical/liquid damage, electrical/manufacture issues out of or not covered by warranty.

 

That may have been the intention of the rep that you spoke to.

In just about every situation they will get you a phone for the cost of the deductible, without a new contract ect. Now although we try to typically go over the basics when you get it, the insurance company usually sends an email with the full terms of insurance.

 

 

-Alex

Hey dailyfield,

 

Really sorry for any misunderstandings. The insurance to my understanding covers every situation I can think of, lost/stolen, physical/liquid damage, electrical/manufacture issues out of or not covered by warranty.

 

That may have been the intention of the rep that you spoke to.

In just about every situation they will get you a phone for the cost of the deductible, without a new contract ect. Now although we try to typically go over the basics when you get it, the insurance company usually sends an email with the full terms of insurance.

 

 

-Alex

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Dec 31, 2013 9:28:55 AM
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We are in the same boat!  I unfortunately spilled coffee on my wife's new iPhone 5, but we were thankful that we had purchased this wonderful insurance from AT&T.  After all, the salesman told us that it was 100% covered and a new iPhone 5 would cost upwards of $500 without insurnace if we needed to replace it.  We have since learned that we will have to pay a $199 deductible (and yes, I know how deductibles work) to get a new phone.  We also recently learned that the Apple Store would have replaced the device for $269.  That cost difference does not seem to justify paying the premiums, and it is certainly not the "$500" quoted by the salesman.  I understand "caveat emptor", but how about a little truth in advertising?  We have been AT&T customers since 2004 and I am beginning to reconsider my loyalties after this debacle.

We are in the same boat!  I unfortunately spilled coffee on my wife's new iPhone 5, but we were thankful that we had purchased this wonderful insurance from AT&T.  After all, the salesman told us that it was 100% covered and a new iPhone 5 would cost upwards of $500 without insurnace if we needed to replace it.  We have since learned that we will have to pay a $199 deductible (and yes, I know how deductibles work) to get a new phone.  We also recently learned that the Apple Store would have replaced the device for $269.  That cost difference does not seem to justify paying the premiums, and it is certainly not the "$500" quoted by the salesman.  I understand "caveat emptor", but how about a little truth in advertising?  We have been AT&T customers since 2004 and I am beginning to reconsider my loyalties after this debacle.

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Dec 31, 2013 9:37:01 AM
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Hi Scottnfrancy,

 

Mobile Insurance covers more than just the physical damage that Apple would cover as well though their Out of Warranty Replacement progam. If you had lost the device  or if the device was stolen, Insurance would cover it, where Apple would not. If you had to replace an iPhone 5S that was lost or stolen, the retail cost is upwards of $650 ($550 for the 5C).

Hi Scottnfrancy,

 

Mobile Insurance covers more than just the physical damage that Apple would cover as well though their Out of Warranty Replacement progam. If you had lost the device  or if the device was stolen, Insurance would cover it, where Apple would not. If you had to replace an iPhone 5S that was lost or stolen, the retail cost is upwards of $650 ($550 for the 5C).

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Dec 31, 2013 10:28:18 AM
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Got it.  All of that was exlpained.  What was not explained was a $199 deductible.  When we took the phone to the Apple Store they told us it would cost $269 to replace the phone.  Why would it cost $650 to replace the phone with AT&T?  

 

 

Got it.  All of that was exlpained.  What was not explained was a $199 deductible.  When we took the phone to the Apple Store they told us it would cost $269 to replace the phone.  Why would it cost $650 to replace the phone with AT&T?  

 

 

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Dec 31, 2013 1:54:13 PM
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scottnfrancy wrote:

Got it.  All of that was exlpained.  What was not explained was a $199 deductible.  When we took the phone to the Apple Store they told us it would cost $269 to replace the phone.  Why would it cost $650 to replace the phone with AT&T?  

 

 


1. the 269 price from apple is a refurb not a new device

2. without insurance the replacement cost of the device is full retail unless the line is upgrade eligible.

 

3. the deductable is explained on the pamphlet and on the web site

 

http://www.att.com/shop/wireless/services/mobileinsurance-sku1040075.html#fbid=d9tMQGgvsRG


scottnfrancy wrote:

Got it.  All of that was exlpained.  What was not explained was a $199 deductible.  When we took the phone to the Apple Store they told us it would cost $269 to replace the phone.  Why would it cost $650 to replace the phone with AT&T?  

 

 


1. the 269 price from apple is a refurb not a new device

2. without insurance the replacement cost of the device is full retail unless the line is upgrade eligible.

 

3. the deductable is explained on the pamphlet and on the web site

 

http://www.att.com/shop/wireless/services/mobileinsurance-sku1040075.html#fbid=d9tMQGgvsRG

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Dec 31, 2013 2:42:15 PM
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Edited by loganic on Dec 31, 2013 at 2:42:31 PM

Also, the replacement price for apple's assumes a certain minimum condition of the phone, IIRC. Totalled phones and lost/stolen are not applicable.

-Alex

Also, the replacement price for apple's assumes a certain minimum condition of the phone, IIRC. Totalled phones and lost/stolen are not applicable.

-Alex

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Jan 5, 2014 4:01:48 PM
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All Scott asked for is truth in advertising. A little honesty on AT&Ts part would help. Scott was mislead by the AT&T salesperson. He's unhappy with the $199 deductible, understandably. Look at how often this complaint arises.

Unfortunately AT&T seems content to take people like Scott's money, knowing full well that he wouldn't have signed up for insurance if the salesperson was forthright with true cost of insurance. Disgusting.
All Scott asked for is truth in advertising. A little honesty on AT&Ts part would help. Scott was mislead by the AT&T salesperson. He's unhappy with the $199 deductible, understandably. Look at how often this complaint arises.

Unfortunately AT&T seems content to take people like Scott's money, knowing full well that he wouldn't have signed up for insurance if the salesperson was forthright with true cost of insurance. Disgusting.

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Jan 5, 2014 4:30:12 PM
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kpryan1982 wrote:
All Scott asked for is truth in advertising. A little honesty on AT&Ts part would help. Scott was mislead by the AT&T salesperson. He's unhappy with the $199 deductible, understandably. Look at how often this complaint arises.

Unfortunately AT&T seems content to take people like Scott's money, knowing full well that he wouldn't have signed up for insurance if the salesperson was forthright with true cost of insurance. Disgusting.

truth in advertising? Sure here you go

 

http://www.att.com/shop/wireless/services/mobileinsurance-sku1040075.html#fbid=eGr9FmsUND8

 

Advertising for the mobile insurance with the deductable clause fully documented, same with the paperwork that is available at the retail location, again all terms are documented, there is no false advertising. Not reading paperwork is no false advertising. I would upload a scanned copy of the documentation for the insurace but the file size is way to large.

 


kpryan1982 wrote:
All Scott asked for is truth in advertising. A little honesty on AT&Ts part would help. Scott was mislead by the AT&T salesperson. He's unhappy with the $199 deductible, understandably. Look at how often this complaint arises.

Unfortunately AT&T seems content to take people like Scott's money, knowing full well that he wouldn't have signed up for insurance if the salesperson was forthright with true cost of insurance. Disgusting.

truth in advertising? Sure here you go

 

http://www.att.com/shop/wireless/services/mobileinsurance-sku1040075.html#fbid=eGr9FmsUND8

 

Advertising for the mobile insurance with the deductable clause fully documented, same with the paperwork that is available at the retail location, again all terms are documented, there is no false advertising. Not reading paperwork is no false advertising. I would upload a scanned copy of the documentation for the insurace but the file size is way to large.

 

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Jan 5, 2014 6:05:17 PM
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Wingrider, I think if you take the time to read both Scott and my posts, you'll find that we were dissatisfied by the salespersons failure to disclose the true cost of insurance, ie the deductible of $199. Perhaps you think this is ok, you're entitled to your opinion. I would disagree with you. And if I take the word of AT&T employees who have commented on this topic in the past, it's AT&Ts policy to have their salespeople verify that they informed the customer of the $199 deductible at point of sale. In Scott's case, the salesperson failed to live up to AT&Ts customer service standards. He is right to complain, he was mislead by dishonest sales tactics.
Wingrider, I think if you take the time to read both Scott and my posts, you'll find that we were dissatisfied by the salespersons failure to disclose the true cost of insurance, ie the deductible of $199. Perhaps you think this is ok, you're entitled to your opinion. I would disagree with you. And if I take the word of AT&T employees who have commented on this topic in the past, it's AT&Ts policy to have their salespeople verify that they informed the customer of the $199 deductible at point of sale. In Scott's case, the salesperson failed to live up to AT&Ts customer service standards. He is right to complain, he was mislead by dishonest sales tactics.

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Jan 6, 2014 6:29:47 AM
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kpryan1982 wrote:
Wingrider, I think if you take the time to read both Scott and my posts, you'll find that we were dissatisfied by the salespersons failure to disclose the true cost of insurance, ie the deductible of $199. Perhaps you think this is ok, you're entitled to your opinion. I would disagree with you. And if I take the word of AT&T employees who have commented on this topic in the past, it's AT&Ts policy to have their salespeople verify that they informed the customer of the $199 deductible at point of sale. In Scott's case, the salesperson failed to live up to AT&Ts customer service standards. He is right to complain, he was mislead by dishonest sales tactics.

Sorry failure to read a binding contract is not dishonest sales tactics. In all the years I have been with att, verizon, sprint, rogers, and other carriers have not had the pleasure of any dishonest sales practices fostered on my business dealings with them, but then I read everything I sign


kpryan1982 wrote:
Wingrider, I think if you take the time to read both Scott and my posts, you'll find that we were dissatisfied by the salespersons failure to disclose the true cost of insurance, ie the deductible of $199. Perhaps you think this is ok, you're entitled to your opinion. I would disagree with you. And if I take the word of AT&T employees who have commented on this topic in the past, it's AT&Ts policy to have their salespeople verify that they informed the customer of the $199 deductible at point of sale. In Scott's case, the salesperson failed to live up to AT&Ts customer service standards. He is right to complain, he was mislead by dishonest sales tactics.

Sorry failure to read a binding contract is not dishonest sales tactics. In all the years I have been with att, verizon, sprint, rogers, and other carriers have not had the pleasure of any dishonest sales practices fostered on my business dealings with them, but then I read everything I sign

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Jan 6, 2014 6:56:55 AM
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Dishonest sales tactics refers to the practice of AT&T salespeople misrepresenting the cost of insurance. Did Scott make a mistake in not reading the contract? Yes. However the point is that he could have avoided this difficult situation had he not been mislead by his salesperson in the first place.

Please read and comprehend my argument before responding. You're not addressing my argument, that Scott was mislead by his salesperson. If that practice is ok by you, fine. But Scott, myself and even AT&T (at least officially) would disagree with you. Again, it's been stated here that AT&Ts policy is to verify that the sales person has informed the customer of the $199 deductible at point of sale. Scott's salesperson did not meet the requirement of this policy.
Dishonest sales tactics refers to the practice of AT&T salespeople misrepresenting the cost of insurance. Did Scott make a mistake in not reading the contract? Yes. However the point is that he could have avoided this difficult situation had he not been mislead by his salesperson in the first place.

Please read and comprehend my argument before responding. You're not addressing my argument, that Scott was mislead by his salesperson. If that practice is ok by you, fine. But Scott, myself and even AT&T (at least officially) would disagree with you. Again, it's been stated here that AT&Ts policy is to verify that the sales person has informed the customer of the $199 deductible at point of sale. Scott's salesperson did not meet the requirement of this policy.

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Jan 6, 2014 2:40:02 PM
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Edited by loganic on Jan 6, 2014 at 3:03:17 PM

Hey kpryan1982,

 

I can see your frame of mind, The two of you had an idea what the insurance was, and it wasn't what you was hoping it was.

 

To clarify and avoid misunderstandings, Asurion sends an email with details about what's covered. Like most insurance companies, they expect you to be aware of it, or at least abide by it's terms. If there's ever a misunderstanding, you're free to contact them and clarify.

 

I'm sure if somoene saw an insurance saying that they will cover 100%, the next logical step would be to ask 100% of what, in what situations ect

When you're looking to get coverage on something worth as much my car, that's something you check on. If you have an idea about what coverage runs for various industries, getting that much covered, for $6.99 is in the range of too-good-to-be-true.

 

If you have a chance to send a proper message to ATTCustomeCare, you're right, AT&T wouldn't want to be providing incorrect information and we'll strive to submit a feedback on that representative to ensure correct information about this in the future. AT&T doesnt have the ability to negotiate for for Asurion's rates/deductible. Asurion is exclusively in control of their claims process.

-Alex

Hey kpryan1982,

 

I can see your frame of mind, The two of you had an idea what the insurance was, and it wasn't what you was hoping it was.

 

To clarify and avoid misunderstandings, Asurion sends an email with details about what's covered. Like most insurance companies, they expect you to be aware of it, or at least abide by it's terms. If there's ever a misunderstanding, you're free to contact them and clarify.

 

I'm sure if somoene saw an insurance saying that they will cover 100%, the next logical step would be to ask 100% of what, in what situations ect

When you're looking to get coverage on something worth as much my car, that's something you check on. If you have an idea about what coverage runs for various industries, getting that much covered, for $6.99 is in the range of too-good-to-be-true.

 

If you have a chance to send a proper message to ATTCustomeCare, you're right, AT&T wouldn't want to be providing incorrect information and we'll strive to submit a feedback on that representative to ensure correct information about this in the future. AT&T doesnt have the ability to negotiate for for Asurion's rates/deductible. Asurion is exclusively in control of their claims process.

-Alex

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: I was mislead on phone insurance

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I'd like to thank everyone for participating. This topic has been thoroughly discussed, and this thread is now closed.

 

-Mariana


Rethink Possible


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I'd like to thank everyone for participating. This topic has been thoroughly discussed, and this thread is now closed.

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: I was mislead on phone insurance

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