Question for AT&T Customer Care Reps
If a customer (or an Authorized Retailer) calls in to get insurance added to a line from a cross upgrade, how long should it take for you to do that?
I've been with the company for over 3 years, and have done this countless times. The other day I had a cross upgrade due to a teenage girl losing her phone. Because of the situation, I was able to talk them into getting the insurance and the Mobile Protect. Because I work at an Authorized Retailer, I had to call Care. Normally it takes about 10 minutes. After about 20 minutes, the rep started asking me questions like where they got the phone, how long ago, and what model it was.
I restated that I had literally just finished the cross upgrade, switched the equipment in the account, and that it was an Android. She then told me that the equipment wasn't on the line, and that she couldn't add it because the line we were w...