| | 06-05-2013, 12:37 AM #6
I wish. . . while Asurion is the insurance provided directly through AT&T, claims cannot be made in the store they have to be handled through Asurion directly. AT&T will only handle warranty issues. To AT&T's credit, my support rep stuck with me for the better part of an hour and did their best to plead my case with Asurion. Asurion just has a really simplistic way to measure valid replacements...it boils down to "What is the next best phone with the same OS?"
By the time I received this bad news, I was already 48 hours into the process and very frustrated... I filed my claim on the website, but half way through was told I had to call them. I called and sat on hold for half an hour. Every few minutes, a voice would tell me that the fastest way to make a claim was through their automated process online... sigh. After I finally got to talk to someone, they asked a few questions and told me an adjuster would call me. An adjuster never called me. A day later, I got an email telling me to call them again--and then a rather rude sounding support rep told me I couldn't proceed without sending them the affidavit -- never explaining what this was. After some searching their site, I found links to print, sign, scan and return several documents nobody could be bothered to email me about. After a handful of email notifications for someone else with a different name and different claim number I was informed I'd receive an HTC 8X, which had comparable features and "more" memory. . .
I need a phone. I refuse to pay for a direct down grade, so I'll probably take the SIII until I'm eligible for an upgrade but this "insurance" has been a real disappointment.