I'm honestly just really frustrated with how difficult this entire warranty process was…read more
My son's phone suddenly stopped charging over the weekend. There was no drop, water damage, or anything like that. I first tried to file a claim through the app, but it directed me to go into a T-Mobile store.
When I went to the store, they inspected and verified the phone and confirmed there was no water damage or physical damage from being dropped. They confirmed that the issue appeared to be a phone/manufacturer problem. I was offered a new phone deal, but I explained that we already pay for Protection 360 and simply wanted to use the coverage we're already paying for. I was then told to call 611.
I called 611 and spent about an hour talking to three different people before someone was finally able to file the claim. I was told the replacement phone would be delivered to the T-Mobile store so I could pick it up and return the damaged phone.
When the replacement arrived at the store, I went in to switch everything over, only to be told they couldn't accept the old phone because it wouldn't turn on. I was told I had to start the process all over again. I called again, and thankfully the representative I spoke with that time was extremely helpful and explained what needed to happen.
I completely understand that employees have policies they have to follow, and I want to be fair because the people I spoke with on the phone were ultimately helpful. My frustration is with the overall process. As a customer, having to go back and forth between the app, the store, and multiple phone representatives for a warranty replacement was incredibly frustrating.
Then, after finally getting the replacement phone shipped to my house, the box contained basically just the phone. No charger--which I understand--but there wasn't even a SIM removal tool.
I'll be fair and take responsibility for this part: I should have kept the little SIM key from our previous phone. It's such a small thing that I honestly just didn't think about it. That's on me, and I completely take responsibility for not keeping better track of it. Now that I have a new one, I'll definitely be taking care of it!
But because I didn't have one, I went to Walmart and couldn't find one. I went to T-Mobile and was told they don't sell them and that employees only have one key each, so they couldn't give me one. I eventually found a local phone repair shop that kindly gave me one for free.
And after all of that... I opened the old phone and discovered there wasn't even a physical SIM card in it. So now I had to go back to T-Mobile AGAIN to have the eSIM activated.
Thankfully, the manager at the T-Mobile location in Sandy Quarry Bend at The Village Shop was very helpful and kind, and she was able to get the eSIM activated and finally get everything working. I really do appreciate her help. She did ask me to leave a review for her, which I completely understand--she was doing her job and helping me get everything taken care of.
But at this point, I'm just utterly frustrated with the entire ordeal. I'm finally done with it, and I sincerely hope I never have to go through this process again.
I've had to file an insurance claim through Asurion in the past, and based on my personal experience, that process was much easier and more straightforward than what I experienced with Assurant. After going through this, I'm seriously considering whether I want to continue with a protection plan that uses Assurant.
I'm glad we finally got the replacement phone working, and I appreciate the people who helped me along the way. But when a customer is already paying for Protection 360, the warranty process should not feel like a scavenger hunt.
I really hope T-Mobile and Assurant can make this process more straightforward and do a better job of making sure customers aren't being sent in circles between the app, stores, and phone support.
