Contributor
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2 Messages
"Upgrade" downgrade
Has anyone else recieved an "Upgraded" phone that was unrequested and not as good as the phone being replaced?
My wife had a Note 4 that was damaged, the replacement sent was a Galaxy s6 as an "upgrade". The s6 is a horrible phone without 1/3 of the functionality of a Note phone. The unit is sealed, you can not add storage, the screen size is tiny (compared to the Note phones), not to mention there is no Note functionality. So why is it considered a upgrade to replace a Note4 with a s6? We are still paying for the Note, but do not have a Note anymore. If the company wanted to upgrade my wife's phone why didn't she get a replacement Note? The simple fact is we got Notes for the reason they are Notes and for a company to take it on themselves to "Upgrade" to a cheaply made and designed phone, which caused the Samsung community to shake its collective heads is down right crooked. Is it they had a surplus of these worthless s6 phones and decided to "Upgrade" people to them instead of replacing them with comprable models?
Anyone else been "upgraded" with a downgrade?
formerlyknownas
ACE - Sage
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118.4K Messages
8 years ago
@egoplast
If you receive a warranty or insurance replacement (this is NOT an upgrade) that is not equal to the device being replaced or in any way deficient, please notify the warranty department or Asurion right away. You are entitled to an equivalent phone.
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Gary L
ACE - Expert
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16.5K Messages
8 years ago
Have you said that to them?
Contract them and tell them it's not an acceptable replacement.
Make it clear it's not acceptable and that it's inferior to the product you had.
(Yes, people have had this happen before).
Whenever I've done this in the past they were always equivalent or next model up, not a differnet line...
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
8 years ago
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David606
Employee
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3.5K Messages
8 years ago
The Galaxy S6 has faster processor and based upon market segment it is theoretically a higher end device than the Note 4. It's specifications exceed the Note 4 and it's a generation newer.
Asurion and the insurance terms are clear on the documentation and paperwork. A repalcement may be a substituted device of similar specifications. The S6 has same resolution screen, same RAM, technically it's camera front and rear are better and as mentioned the faster processor. In the mobile industry this is what constitutes a suitable substitution replacement. You have 30 days to bring this up with Asurion. Call and let them know you need a different device. However they can't send you what they do not have and this may be the case in some instances.
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egoplast
Contributor
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2 Messages
8 years ago
This issue is feature and functionality.
By no means can a non-Note phone consititute a suitable replacement for a Note.
Pretty shady and poor customer service.
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formerlyknownas
ACE - Sage
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118.4K Messages
8 years ago
It is not meant to be either. Please note, Asurion has nothing to do with ATT. They can only send what they have. Contact them directly as ATT cannot help you with insurance issues.
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Gary L
ACE - Expert
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16.5K Messages
8 years ago
@egoplast I'll ask again, "Have you said that to them?"
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Mrianalegado
Tutor
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5 Messages
8 years ago
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formerlyknownas
ACE - Sage
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118.4K Messages
8 years ago
A better description of "no one" is required.
Have you contacted the appropriate company?
Asurion if it's an insurance replacement.
If it's warranty and ATT can't provide a phone, then contact Samsung or other manufacturer) directly.
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