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| - This past Friday I dropped my iPhone 5, and of course the screen shattered completely. That night I made an appointment for the following morning at this AT&T location. Upon arrival I was told that they were unable to help me, and that I would need to file an insurance claim and wait for a replacement phone to be mailed to me. I was told it would be overnighted. 4 days later the replacement phone arrived....broken. I was sent a phone that would not turn on at all. Once again, I made an appointment at this location. The representative I met with, Andrew, could not have been less helpful. After first questioning me, and my integrity, suggesting that the replacement phone was not actually broken, he then realized it was. He then offered me NO help, and said that this was "not their problem", and that they have nothing to do with the insurance....a company that they contract out to....but they have nothing to do with the insurance company. So after 5 days, 2 trips to the AT&T store, and 1 broken replacement phone, I followed the directions I was given and looked in the replacement box to see the insurance number to call. And what did I find? The AT&T number listed to call if you experience any problems with your replacement.... Not looking to waste any more time with AT&T I searched online for the insurance number and gave them a call. The two automated menu options I was given? 1. Check the delivery of your claim 2.Be transferred to AT&T to discuss a problem with your replacement..... SO once again I am re-directed to AT&T, even though this AT&T location assured me they have NOTHING to do with replacement insurance claims. 5 days +2 broken iPhones + ZERO help from AT&T = switching our plan to Verizon.
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