Asurion
Today I had an appointment for 5:15 to get my battery replaced. I showed up and the person who filed my claim put it in as a screen issue causing me issues of getting my phone battery fixed. I have now waisted 3 hours of my life being passed around on the phone from agent to agent who has no idea how to cancel a claim and start a new one. Just to get a single person to cancel my claim and start a new one it took the effort and help of 5 different agents. I am not sure what in the Louisiana purchase is happening on the back end but it is absolutely out of control and completely unacceptable to do this to anyone. Communication is key to success, training is key to success, going above and beyond to help your constituents when you have failed them is the key to success. Overall good lord AT&T let’s get a new tech team to help because Asurion is definitely not about the business.
If I could give zero stars I would. Some people tried to help and be kind but good lord it’s almost 7:15 and I’ve been on the phone for 2 hours trying to sort this out with them… don’t let this be you too.
If I could give zero stars I would. Some people tried to help and be kind but good lord it’s almost 7:15 and I’ve been on the phone for 2 hours trying to sort this out with them… don’t let this be you too.
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Amazing Annie
Annie was superb; she was thoughtful, patient, thorough, succinct, and most importantly - she listened. Throughout my interaction with her, she made me feel like I was in capable hands and that she understood my hardware, the nature of my query, and the best solution to fix my issue. Annie was upbeat, but not falsely so, hip, but not painfully so. Just right. All of these small details matter and she was truly exceptional. Thank you.
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Horrible app
I have had ProTech 4 on my wireless account. A long time user of the photo bucket app. When trying to problem solve issue with that thru the app is slow, easy time they direct me to use this app for faster service use this app and each time I try I sign in and then when I try to chat with an expert it tells me they don’t find a account with them and goes straight to trying to sell me some. What the heck? You pride yourselves in making money off customers by promoting how your tech support is amazing. But yet when you need that everything sends you in circles or you offer a slow very hard to explain and us chat bot. Very unhappy this us worst support EVER!!
Amendment to above issue.
So I got response to this and was told to contact them. I have. Going going on 3 days no reply from suggested hep. Guess they don’t value there customers
Amendment to above issue.
So I got response to this and was told to contact them. I have. Going going on 3 days no reply from suggested hep. Guess they don’t value there customers
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This is not worth the hassle I’d rather pay for iCloud
I thought this was amazing because it’s free and comes with services I’m paying for through AT&T however I cannot even access my pictures that are already save 99% of the time it does not upload in the background even when the settings are perfect if I want to go back and retrieve an old picture it’s almost impossible I have thrown my phone across my house just trying to get one stupid picture this app has saved and I still haven’t been able to get it pay for iCloud it’s easier
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Very knowledgeable And helpful
I talked with a person who was extremely helpful and patient and answered many many many questions. I was overwhelmed with how helpful they were. However, they were supposed to call me back a few days later about another device and I never got a callback so I was somewhat disappointed in that.
Techs
I have called a few times about my phone and, even though I was over the top “dramatic“ about not being able to solve my own problems and the phone not working for me, the text were always kind, patient, knowledgeable and thorough.
Calls dropped. Pitiful.
Three appointments in the same evening where calls were made to my phone and then dropped. Two of the three rolled to the post service survey without any contact with a technician. If I could speak to someone, they might be able to help w my syncing problem, but ATT cannot keep the line alive. Wasted over an hour trying to get help and am terribly sad that my phone upgrade doesn’t even do what my old phone did. This app is just a way for ATT to get you out of the store and settle for less functionality. At least I got a better camera....
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My phone and hermitage store
Went and got this new phone ( 11) , Mark was great with transferring everything for me, as I’m not new phone smart , everything was great Cept my email didn’t transfer , so I went back and asked fir help , I must have the virus;(,,( which I don’t), but I prolly would have gotten more help and attention from they’re garbage man , :(, I did as c asked to check with spectrum as they are my internet/mail provider and they sort of thought that ATT&T should have gotten it going fir me , I went back to the AT&T store,( hermitage pa) and they were done with me in 5 mins , saying they can’t help me at all and good luck , this pone still doesn’t work right . And freezes up now and then, I’m seriously afraid to take it to store as I feel I’ll get turned away again , I’m sorry this is so negitive but it’s honest ,
Gary
Gary
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The Solution
Since I purchased my new iPhone 11, the Protech app and their associates have been more than helpful with my questions. Their problem-solving has been on point. When I call they’re ready and able to respond quickly. Thank you. You all deserve a raise.
Scam
They probably pay for all these reviews because no one is actually coming here and actually complimenting them. First asurion never responds back to email, you talking to a robot the whole time , when you message them they take forever to respond back and when you realize they. Did. Respond back they end the conversation because you took to long to respond also if your trying to file a claim for your phone when it’s broken how are you supposed to do that when this is the only way especially here in Hawaii
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Bad Txt person gets my phone Nbr from my profile n uses it wrongly??
How can I keep this person who sends my txt to Eugene & they have my first name too - weekly n 2 times a week out of my phone & all their bad txt n advertising n using other companies name in txt to Eugene/ not here n my first name Rita?
Why can’t AT&T stop this?
•This has been going on since the pandemic virus started around that time frame.
This person/persons change numbers all the time n I block them n send to 7726 - AT&T Spam & this is still going on. When will this end ???
RitaHellmann
Why can’t AT&T stop this?
•This has been going on since the pandemic virus started around that time frame.
This person/persons change numbers all the time n I block them n send to 7726 - AT&T Spam & this is still going on. When will this end ???
RitaHellmann
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It was challenging
Love the folks at AT&T, great professionalism and smooth service for the most part. My first experience using the Assurion coverage was not at all a good one, although it was an unusual circumstance. IPhone 11, structurally the thing is just a slim chunk of glass. Mine fell into a concrete slab and shattered the back- - the screen was cracked as well... but it was still a functional device so they wouldn’t replace or repair the thing. I paid a cell repair shop to install a new screen when it finally gave up the ghost so there’s another 200$ spent. The poor thing was kept together for MONTHS before it finally lost too many pieces to function at all, just before a completed backup no less. Finally, since the phone wasn’t usable anymore I got a replacement sent to me for the surcharge of 200$.
I pray the ProTech is a more substantial alternative.
I pray the ProTech is a more substantial alternative.
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Did not care
I reached out to a ProTech representative, and if I could give them 0 stars I would. My issue with my phone is that when not on WiFi I can’t send gifs, which isn’t the biggest deal (why it’s been a year and I haven’t looked much into it) but when I did I expected the issue to be resolved by a “professional”. The representative looked into some solutions, and had me answer a couple questions. Had me turn WiFi off and then send myself a gif and coincidentally it worked, and I reported it had expecting another task to be given to try. The representative ended it there, I stated it did not fix the task and the rep responded inferring I was an idiot, even though I stated I didn’t just want to talk to myself and it still wouldn’t work sending to others. The rep then ended the conversation by letting me submit my rating on how they did. No effort on their part to try and actually solve the issue. C, do better next time. That was sad.
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Pro tech
I have used ATT for many many more years than your records show. I have always been fairly satisfied with the service I received. I am having trouble with my iphone and the supposed solution is to purchase another iphone. Protech has not even tried to fix my phone. I guess I will have to go to the Apple Store in Houston. This is not the first time I have had the problems Im having and pro tech has always fixed my phone but now protech finds different reasons they cant help me. Last time I called I was just hung up on several times, today I was told the Apple App was not working to call back. I am so disappointed I am just waiting for another provider to make a great advertised offer to leave ATT. I have always used ATT but see a future with Att coming to an end. Deborah Perry
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Online chat
I spoke with Jasmine briefly about some help I needed to get into my apple account to get back all of my contacts off of my old SIM card but unfortunately ran out of time ! I had been trying all day to do it myself when I should’ve just called you guys at tech support and probably would have gotten it done in minutes instead of half a day ! I did want to make sure that Jasmine got her fair share of kudos for attempting to help my wife and I in the short time that we had to accomplish way more than time allotted us but all in all we most definitely had a very informative and pleasant time with the Assistance of your trusted tech support employee Jasmine and I personally believe that she definitely and unequivocally has earned a raise but we’ll leave the amount up to managements capable hands ! Thanks again for all the help we got after we decided to try to get that help way too late but it is what it is !
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Poor service
Did not respond to my online question. Also the tech support phone number you provide is not tech support. After much waiting each time and the same series of questions each time. I was rerouted 4 times and finally got a foreigner that was hard to understand and that person tired me out running back and forth doing the same testing over and over. Finally they decided I needed a repair man. He was great. Fixed the problem right away and checked all of the equipment to make sure it was working properly.
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Chat works again, but photo access prompt is a bit suspicious
So the chat function which was one of the bigger reasons I pay for this feature is now working again, so that’s good.
But the first thing the app does when you launch it is ask for access to your photos, to be able to check on how much storage is being used apparently??
I’m not sure I’m too convinced by that (or even if it was true somehow, how it got approved for the App Store) but the app seems to work fine even if you deny this access.
But the first thing the app does when you launch it is ask for access to your photos, to be able to check on how much storage is being used apparently??
I’m not sure I’m too convinced by that (or even if it was true somehow, how it got approved for the App Store) but the app seems to work fine even if you deny this access.
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Protect
My name is Gayle Murigu. I am 63 years old and not that up on technology are use Protech all the time and they have helped me and they have taught me so much, they have always been so patient with me when half the time I couldn’t even see what they were talking about because the little abs are so small and my fingers just couldn’t get them to tap for some reason I have done a lot of work with, Believe me I have done a lot you can’t imagine how many times I’ve had to call ProTech and they’ve helped me every time! I depend on them to help me because my own children don’t have the time to help me. I Call them every day for months because my phone was dysfunctional and they kept trying to help me over and over and over again they finally sent me to Apple Apple couldn’t help me and I had to fight with them for a new phone and finally I had to put my foot downAnd get a little nasty with them but I did get my new phone!
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Top notch customer service.
I was just looking into getting a replacement phone because my phone wouldn’t stay connected to WiFi. I have called ATT tech support before with no resolve. I stumbled upon this app ( didn’t know it was apart of what I was already paying for). Reached out and the rep immediately fixed my problem. It’s been 6mths at least maybe more I’ve been dealing with this issue and using all my data. Throughout the whole morning the rep was always there and even updated when he would be away. This is an amazing service. Hands down!! Keep up the excellent customer service.
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Love pro tech
I have never had to use this app without getting an answer immediately! Am 65 and not especially tech savvy and have just started with iPhone two years ago and they have solved every question I have ever had , and guess what , never put on hold and never have to be transferred to someone else !! I have been an AT&T customer for at least forty five years and would never try anything else because this app is AWESOME !!
Thank you
Thank you
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