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Stressedone's profile

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2 Messages

Wednesday, November 2nd, 2022 12:39 PM

Unresponsive phone

14ProMax lost complete power. Phone less than 14 days old

Apple refuse to exchange, told its AT&T’s responsibility

AT&T refuse to exchange, they say it’s Apple’s responsibility

According to AT&T, there is a 14 day exchange period, whereas the phone could be returned

After such time there is an additional 1 yr warranty(14 days included in the 1 yr)

was o. Phone with a female rep yesterday for over 33 minutes and was told she processed an exchange phone for me. Phone would arrive brteeen Nov 8-15 

was placed on hold, supposedly to speak to her supervisor and would come back to call

Call disconnected, no call back

Called another rep and was told, the rep did not place order

As of now, no results. Will follow up today and see if this has to be taken further

Accepted Solution

Official Solution

ACE - Expert


64.7K Messages

2 years ago

You must deal with Apple, don’t accept their referring you to ATT. You have a warranty issue and only Apple handles warranty on iPhones. As noted above, the 14 day exchange period with ATT is not for exchanging a non working phone.

ACE - Master


10.7K Messages

2 years ago

Actually, the Apple 1 year warranty starts when you get the phone.  There is no 14 days on the Apple side.  Under the warranty, Apple is responsible for either fixing or replacing the phone.  They just shuffled you back to AT&T because they didn’t feel like messing with it.  On the AT&T side, I didn’t think you could return a broken phone within the 14 days.   Thought the returned phone had to be undamaged and with the box and whatever came in the box.

Personally, I wouldn’t mess with AT&T.  Chances are good they didn’t actually process an exchange, and waiting a week or two for a phone that may never come (meanwhile the 14 days expires) isn’t a good idea.  Make Apple live up to their warranty commitment and fix or replace the phone, especially if the 14 days is going to expire while waiting for the alleged new phone from AT&T.  Not sure how quickly day 15 comes up, but at point Apple wouldn’t be able to duck out on their responsibility.

ACE - Sage


117.8K Messages

2 years ago

I'll third these ⬆️

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