Tutor
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4 Messages
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.
wingrider01
Expert
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12.2K Messages
10 years ago
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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loganic
Former Employee
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636 Messages
10 years ago
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
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kpryan1982
Mentor
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82 Messages
10 years ago
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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wingrider01
Expert
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12.2K Messages
10 years ago
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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kpryan1982
Mentor
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82 Messages
10 years ago
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wingrider01
Expert
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12.2K Messages
10 years ago
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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kpryan1982
Mentor
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82 Messages
10 years ago
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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loganic
Former Employee
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636 Messages
10 years ago
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
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ms_unicorn
Former Employee
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4.9K Messages
10 years ago
I'd like to thank everyone for participating. This topic has been thoroughly discussed, and this thread is now closed.
-Mariana
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