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New Member

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3 Messages

Fri, Jan 21, 2022 12:46 AM

Asurion

Asurion is undoubtedly one the most fraudulent companies I've ever crossed. We had business lines with AT&T and used Asurion insurance. Got the new device no problem. Sent back old (broken) phone with provided packing slip and followed as instructed. We were then later charged a 1,500.00 non-return fee after they advertise in two emails it would be 850.00 then later stating a different figure. So not only was I scammed because I paid for this service but I got a piece of trash refurbished phone and was charged 1,500. SCAMMM

ATTHelp

Community Support

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200K Messages

8 m مضت

Hi jacobbeaumot, let's get you pointed in the right direction regarding your insurance inquiry.

 

You can contact Asurion at 888.562.8662. They are available weekdays from 8 a.m. to 10 p.m. ET and weekends from 9 a.m. to 9 p.m. ET. to further review your claim.

 

Hopefully this information helps, and thank you for reaching out to the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

 

 

New Member

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3 Messages

8 m مضت

Here's the thing Jeff. I've called number you provided as well as several others (888)562-8662

(800)331-0500

(615) 837-3000

(844)751-4217

(800)276-2423 all of which direct me to 2-3 hours of hold time and absolutely no results. Numerous employees have been untrue. Some have tried thier best. So far I've spoke with the following "SHANTI","PHEBIAN","AIYA", as well as loyalty numbers for both parties on business claims. I've been more than patient. The"BBB" has already been notified weeks ago. There are a certain amount of days for retrebution. After that period resides I will in fact be taking this to small claims court promptly. I do not plan on using common form typically used by Asurion recommendations for abreviations form as it seems all methods you and you affiliate (s) use are clearly ineffective just like your fairy tale made up insurance plan for phones.

****SCAMMERS*****

ACE - Sage

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100.1K Messages

8 m مضت

Personally I have refused to use insurance for 20 years. Back when we first got cell phones I was automatically enrolled much to my surprise. I immediately cancelled. Not long after that my son did lose the phone. The replacement cost was negligible.

After that I decided it made more sense not to use insurance but simply to set aside $10 a month per phone just in case. I've been following this model for the last 20 years. In that time we've had one lost phone, one phone got chewed by a puppy, another phone went for a swim, and one phone was dropped so often that eventually stop working.

   Five phone lines x $10 x 12 month x  20 years = $$$$$, so we're still way ahead.

But of course you have to understand that every single one of those phones that was lost or broken had to be replaced at our cost.

If you're willing to take that on as a business, then absolutely. It might make more sense for you to charge your employees a small fee as your personal insurance policy, stick it aside somewhere and if it happens you just buy replacement outright, and if it's in the case of a device that was lost or broken by the employee charge them a deductible.

By the way your FCC or  Better Business Bureau complaint against Asurion and AT&T both should get you some high-level response from customer support from both companies. Hopefully the two of them can put their heads together and actually resolve this appropriately. 

Bonus points for you if you actually safe tracking information from the phone you ship back. That tracking information is proof that you mailed the phone back, and it then becomes the responsibility of the shipper, which is NOT you, but At&t. 

Good luck

 

New Member

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3 Messages

8 m مضت

Thank you for your insight "formerlyknownas" I have in fact sent report to "BBB". I was only able to find Asurion Verizon which I had to make amends then in turn do it once more for Asurion/AT&T. Honestly I've had many emplyees say different things in reference to thier policies and methods from both parties and have gathered it's a goode chase. Every attempt for clarity on the matter involves a 1-3 hour phone call and a different reasoning as to why this charge was made. Sometimes starting with "non return fee" or "idk" and they would have my billing statement in front of them and boldy state I was to blame but each time I call I change my approach and the truth is they base everything you say on the result of their answer to you. It's honestly embarrassing but the more I talk to these people I see they are very clever and their jobs are to avoid these types of situations. Professional con artists with scape goats that stray you to either or affiliate until the call is dropped or you lose patience. Like clockwork. I own a tree service. I'm business you don't lie. That's literally illegal especially in the insurance game. 

ACE - Sage

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100.1K Messages

8 m مضت

I'm not going to defend them, but I am going to say that when you call AT&T and speak to them they can only go by the information that sits in front of them. Based on your bill, based on the phone that was sent to you based on the phone that was being insured and replaced etc.

    It would be best if they didn't get creative and come up with their own theories, but instead worked off the facts that are available to them. 

    I will say that it is a fact if they replaced a $1,500 phone with another $1,500 phone (even if it's used/refurbished) and that $1,500 phone didn't get back to them, the charge is $1,500.  I don't know where $850 came from.

Actually it's not just $1,500 non return, but it's $1,500 plus the deductible if they already charged you for replacing the phone.

In general filing a Better Business Bureau for FCC complaint does get attention of AT&T upper management. They do have tracking information. Whether or not they're willing to look for it is the problem. I always recommend people keep a copy of the tracking themselves.

New Member

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3 Messages

8 m مضت

Agree. Asurion is a fraud. ATT store pushed Asurion on me instead of AppleCare for new phones. They said it was better. Plan covered battery, screen breakage, etc.

When it needed new battery, I called Asurion and was told they had a separate battery dept but they couldn't connect me. I ended up hours on hold, called 6 times, tried to chat, write, call supervisor. Everyone said they could not help but needed to refer me somewhere else and I got disconnected many times. Asurion has one of the WORST customer service ratings. It was set up so ATT and others do not have to honor service commitments, although ATT sold me the plan and charges me monthly.

New Member

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3 Messages

8 m مضت

Jeff the AT&T specialist who replied below has obviously never tried to call Asurion. He should before he gives an ignorant reply. Hours on HOLD, then they cannot help and refer you to someone else, more time on hold, then they disconnect you. Actually have supervisors who refused to pick up the phone. Half their agents do not know there is a separate battery replacement department and NO ONE knows how to reach them.

OttoPylot

ACE - Expert

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18.8K Messages

8 m مضت

Just an FYI. When we purchased a new tv in October, the extended warranty was thru Asurion. When I mentioned my apprehension about that to the salesperson he said that as far as tv's go, they are really good because someone has to either come out and pickup the tv or you take it back to where you purchase it and it's inspected by the store on the spot. But for cell phones, he wouldn't use them for any amount of money because once the phone leavers your hands, there's no telling what happens to it.

New Member

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3 Messages

8 m مضت

ATT talked me out of AppleCare. When I called Apple finally, they set up a repair appointment in 2 minutes! Apple store fixed it in 45 minutes. I had to pay $78 to replace battery but at least I did not spend 6 hours on the phone like I did with ATT and Asurion.  ATT is complicit in this FRAUD.

OttoPylot

ACE - Expert

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18.8K Messages

8 m مضت

As far as Apple phones go, I always purchase the AppleCare+. It's a little expensive but the coverage and service, if you need it, is exceptional. I've only had to use it once since I first started using Apple products (1984) and it was painless and very satisfactory. I would never trust AT&T arrange insurance for any product. And I would never purchase a phone thru AT&T.

New Member

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2 Messages

2 m مضت

I used Asurion and returned a green screen phone in June 2021.  Now in June 2022, l am getting charged for the phone not being returned.  I received an acknowledgement of receipt, just need to find it. One whole year later.  We are on a fixed income and cannot afford a $1000.00 charge.  This company is a fraud and AT&T can do better.

New Member

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10 Messages

2 m مضت

Now I am panicking because a few weeks ago I sent asurion two phones and never got verification that they were received.

New Member

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2 Messages

2 m مضت

If you get charged question your charge immediately.  I did and AT&T confirmed that my phone had been reviewed.  Sounds like Asurian is scamming customers   AT&T made it right.

New Member

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10 Messages

2 m مضت

I just called AT&T and they did verify that my return devices were received. Phew 

New Member

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1 Message

1 دقيقة مضت

I want to make a formal complaint about the asurian people who I dealt with. They did not provide me the right information. It cost me a full day of driving back and forth from a store and the issue not being resolved until I later got home and called them back and said that I could have had a person come to my house and solve the problem.  I am irritated. Why did they waste my whole day. Why didn't they give me all the options. I want to make a formal complaint. How do I do that? 

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