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New Member

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2 Messages

Wednesday, December 29th, 2021 2:40 AM

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.

New Member

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2 Messages

2 years ago

I'm going to try again this morning to get a resolution. So far, I have 2 dead phones and the inability to upgrade until 2023. Someone needs to reset this.

Former Employee

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32.9K Messages

2 years ago

no one here can reset anything this is a customer populated forum,

ACE - Professor

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3K Messages

2 years ago

Apple has certified refurbished Xs Max with a 1 year warranty. 

ACE - Master

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10.6K Messages

2 years ago

AT&T does not repair or troubleshoot iPhones.  They aren’t allowed to.  Any warranty issue has to go through Apple.  Your only option through AT&T is to return the phone within the 14 day return period.  After 14 days, AT&T won’t take it back.  If you bought insurance, you should be able to get a replacement through Asurion, but chances are it will be a refurb too.

Did you buy the phone through a corporate store, or an “authorized retailer”?  I’m not completely surprised that an XS might be a refurbished phone, since I don’t think they are being made new anymore, but it is surprising that that it’s not advertised as such, and doesn’t have a warranty.

I recommend filing a complaint with the BBB.

Community Support

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232.1K Messages

2 years ago

We don't want you to be without a working phone, @David99999. We're here to help!

 

The best course of action to take in this instance is to follow @dwill05's recommendation and return the device(s) if they are still within the AT&T Buyer's Remorse Exchange period (BRE) of 14 days.

 

After you've completed that step, you should contact your nearest AT&T Store to find if they have your preferred or eligible upgrade device in stock. If that device is available then you will want to upgrade your current device at that store.

 

This way, you are guaranteed a working phone when you exchange your iPhone 8. 

 

Give this a try and let us know how this worked for you!

 

Lar, AT&T Community Specialist 

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