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The Samsung Galaxy S24
Mshugge's profile



8 Messages

Saturday, August 18th, 2018 4:46 AM

Horrible warranty experience

We purchased a Samsung 8 Active the first of the year. We also purchased the wireless charging system.  When you buy a phone, they don’t plug it in at the store as the battery has enough charge to do the setup.


The first time we tried to use the cable to charge the phone, we realized the cable wouldn’t fit into the phone!  We took the phone back to our ATT store, but that store claimed we had a minor cosmetic damage (little scratch on the case) and they wouldn’t exchange the phone.  This was about 30 days after we had purchased the phone.  I then contacted ATT directly and they exchanged the phone through a warranty. The new phone has worked fine. 


I then then got notice from Warranty that the phone would not be exchangeable as it was liquid damaged. This surprised me!  First, we had not exposed the phone to water. Second, this was a version of phone that is supposed to be water resistant In a depth of 10’ water for 30 minutes. I don’t swim with the phone!  I was billed $765 and received the phone back. I looked at the indicator myself and it was WHITE!  Called the Warranty dept who emailed me a photo of a red indicator and claimed this was my phone!  No way. So I took the next step and sent the phone to Samsung for their factory inspection. Samsung found that the phone had a bad charging port ...and NO liquid damage!


now I’m still going around with Warranty for the incorrect tech report and reimbursement of $765. I was instructed to send the phone back to ATT along with the Samsung test report. That was TWO weeks ago. Now Warranty says I sent it to the wrong address ... even though I used the label that Warranty sent me!  Could they cause any more brain damage?


i can’t believe all of this happened because of a lying Warranty tech guy, who used photos from a different phone and never tested this phone. One rep even mentioned that maybe I tampered with the liquid indicator!  No ... maybe your tech should be fired. 


Has as anyone else had a report from Warranty that turned out to be false?  I’m considering small claims .. and getting compensation for this 6 month battle and brain damage. 

Community Support


232.9K Messages

6 years ago

Hello @Mshugge.

We would like to help with your claim.

We will need to look over your account in detail. We are sending you a private message (PM) to help in this matter. Please check your forums private message by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.

We look forward to your response and the opportunity to help you!

Kenneth, AT&T Community Specialist

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