Bought a Note 7 with Samsung Protect Plus last August. Went through the recall nonsense, Best Buy was useless, Samsung was useless and AT&T ultimately came though and I got my Note 7 replaced with an S7 Edge. AT&T ultimately had to call their local Samsung rep who pushed it through. I went online with Samsung and thought I transferred my Samsung Protect Plus to my new phone. I guess I was stupid or confused.
Fast forward to January, I drop my S7 Edge and broke the screen. I own that this was my fault, but thought I was covered through Samsung Protect. Submitted a claim and it was rejected. Called the insurance provider "Assurant", spoke to a nice person who asked for evidence of the swap and thought everything would be great. Immediately after, I received a rejection on my claim. I call them and they give me the IMEI mismatch problem and tell me to call Samsung to correct.
I subsequently went through a nightmare with Samsung. Spoke to a Supervisor who said he would call Assurant to fix and would check back with me in 30 minutes. Never heard back from him.. Another Samsung person asked me to call back Assurant and try another rep. I entered a nightmare of dropped calls, routing to the appliance department, TV department, contracts department, Note 7 recall department all to no avail.
Fine I thought I'll pay for the fix myself and ask for a refund on the Protect Plus. Called the support number and was told that Samsung was not performing any non-warranty repairs. Called to get a refund on my Samsung Protect and was transferred a few times with no one able to help.
Finally called AT&T and even though it was not their fault/problem, they are sending me a replacement for slightly over the Samsung deductible.
Kudo's to AT&T. I will never buy a Samsung product again
Fast forward to January, I drop my S7 Edge and broke the screen. I own that this was my fault, but thought I was covered through Samsung Protect. Submitted a claim and it was rejected. Called the insurance provider "Assurant", spoke to a nice person who asked for evidence of the swap and thought everything would be great. Immediately after, I received a rejection on my claim. I call them and they give me the IMEI mismatch problem and tell me to call Samsung to correct.
I subsequently went through a nightmare with Samsung. Spoke to a Supervisor who said he would call Assurant to fix and would check back with me in 30 minutes. Never heard back from him.. Another Samsung person asked me to call back Assurant and try another rep. I entered a nightmare of dropped calls, routing to the appliance department, TV department, contracts department, Note 7 recall department all to no avail.
Fine I thought I'll pay for the fix myself and ask for a refund on the Protect Plus. Called the support number and was told that Samsung was not performing any non-warranty repairs. Called to get a refund on my Samsung Protect and was transferred a few times with no one able to help.
Finally called AT&T and even though it was not their fault/problem, they are sending me a replacement for slightly over the Samsung deductible.
Kudo's to AT&T. I will never buy a Samsung product again