I have the AT&T Protect Advantage Plan offered through Asurion. I have been having battery problems and my S22 Ultra now needs to be charged one or two times a day. The initial claim process indicated that my S22 Ultra was eligible for a Zero deductible battery replacement through uBreakiFix repair shops. However, the claim process failed at the next step and I was asked to call an 800 number.

That took me to Asurion. This is when customer service gets horrible and you feel like you are being scammed. I called the toll free number and talked to a person and explain the battery issues I was having. They took me through a variety of screens, took down battery info, the apps that were the most heavy users, the timeline which showed the charge levels in a 24 hour period, how it had come down from 85% to 22% in 5 hours. Finally after agreeing that there was indeed a problem, she told me that she was in Tech Support and that she would transfer me to a Claims specialist. She did try to transfer me and after 25 minutes on hold I gave up!

I followed up this morning (the next morning) and once again I went through Tech Support, explained the whole problem and then got transferred me to Claims. This time I did get an answer from Claims, who asked me for all the information again. They said it would have to go to another Claims person. I kid you not, by the end I was talking to the 7th Claim person, none the wiser thinking they were escalating the problem within the management chain. That was not the case. The 7th person finally said the battery was not covered for the S22 Ultra but would be for the S20 FE. That is not what the website said and it definitely felt like a total scam.

Finally, they told me that they would get back to me with an answer in 24 hours. Now, why didn't they say that in the first place an save me a total of a frustrating 2.5 hours on the phone with NO RESOLUTION, except wait 24 hours for an answer.

AT&T should reexamine its relationship with Asurion and take responsibility for streamlining Customer Service.