AT&T is shipping iPhone XS MAX's that are "Dead on Arrival"
I have had an unreal experience with AT&T and Apple customer service. In fact, in my last conversation, the agent left me on hold for over half an hour and never returned!
It all started when I tried to upgrade my iPhone 8 to an iPhone XS Max. The first XS Max was DOA. No battery icon, no charging. I tried soft resets, hard resets, charging, connecting to iTunes, etc. I finally took it to an AT&T store and they said they didn't know what to do --call customer service. And then my nightmare really began.
One agent did help. She issued an RMA and sent me a new phone that was also DOA--2 identical iPhones that both have the same issue!!!
I called Apple; they said, "No warranty for you. It's refurbished." What? Really? I called AT&T. "It's new, call Apple." Back to Apple, "dude, get lost. You don't have a warranty." Back to AT&T--lady left me on hold for probably 50 minutes of a 1 hour phone call. I also had other reps immediately put me back into the queue when I called, also disappeared on hold, andtransferred me to different departments.
No one would escalate to a manager or anyone with authority. No one took responsibility. No one knows to what to do. In desperation, I looked at LinkedIn and messaged Larry Lelah who is supposedly a VP over customer support. Maybe someone can get this issue fixed, but so far, I'm not digging AT&T's customer service or Apple's "vaunted" support.