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New Member

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2 Messages

Monday, August 30th, 2021 1:24 AM

How can I exchange my defective device?

I traded in an iPhone 10 for my daughter and got and iPhone 12 Pro Max.  BEFORE leaving the store on August 27, 2021, the iPhone overheated and the temperature error came up on the phone - this was within 30 minutes of purchase right out of the package and haven’t left the store.  They refused to give me a different phone.  I have never been so angry.  The next day I went to the orchard and they said I could leave the phone and they would try to repair it  and I could pay $30 for her to rent a phone!  This is appalling.  I couldn’t leave the phone bc a hurricane (Ida) was headed toward us.  The phone is hot on occasion now, the camera pauses and the volume doesn’t always work!  It’s 2 days old.  This is unbelievable that someone did not take that phone and give me a new one at AT&T  or Apple.  So disappointed with both.  I want a brand new phone not one that’s been repaired.  I paid $1100 for this phone and it’s terrible.  What can I do to get a new phone???  The manager in charge, Chase at the Broussard, LA location refused to help and said his hands were tied.

Accepted Solution

Official Solution

ACE - Master

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10.9K Messages

3 years ago

Apple handles all warranty issues on iPhones.  They won’t let AT&T do any work on a iPhone.  Your phone clearly has an issue covered under warranty, so Apple is the one to repair or replace it.

ACE - Expert

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32.5K Messages

3 years ago

That is horrible to happen as soon as you start using it. Unfortunately it is an Apple product. That means once purchase was complete you have to deal directly with Apple for the warranty issue.

However this happened without leaving the store (where you stayed for 30 minutes after the purchase)? You didn't take it home and charge it completely for first use? I feel I am missing something as this sounds very odd.

New Member

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2 Messages

3 years ago

Yes it happened in the store after they transferred the data.  It actually wouldn’t work for the for 45 mins we turned it on bc of the temperature. But was so hot we had to hold it with the sleeves of our shirt.  

ACE - Sage

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118.3K Messages

3 years ago

An AT&T corporate store could have and should have return the device to stock immediately as defective and replaced it. An authorized retailer does not have this option.

     In either case if the store has been burned before by Apple they will not do the exchange.

Apple used to warranty its devices and exchange them with new phones without question. They aren't so good at that anymore. And because they are burning the retailers, the Retailer's refuse to do the exchange which they are contractually not permitted to do anyway.

Do not have the phone repaired. Make an appointment directly with apple to have it exchanged.

Former Employee

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32.9K Messages

3 years ago

Yes it happened in the store after they transferred the data.

this tells me you were at an authorized retailers as at&t corporate stores are forbidden to do any type of data transfer

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