Our Community Forums will be closing on June 27, 2024. Please visit att.com/support for all your support needs.
The Samsung Galaxy S24
math's profile

2 Messages

Wednesday, December 13th, 2023 2:56 AM


I had a new phone that was overheating and arranged to return it to AT&T via covered warranty.  I received the new phone and sent back the damaged phone via the package and label that was provided.  When AT&T received the phone, it was a completely different phone, a very old model with a cracked screen and damaged body.  However, the phone had the same serial number as my phone.  Due to the damage, AT&T said that it was not covered by the warranty and charged me $800.  Since I cannot pay this, my service has been terminated.  What I gather happened is that someone at the post office or the parcel delivery service contracted by AT&T exchanged out my new phone for their old piece of crap phone and switched the serial numbers.

First we called the post office with tracking number to file a claim.  They note that the package left their possession and went to AT&Ts contracted parcel delivery service.  With no proof of anything, there's probably not much they can/will do.  I also put in a report to the postmaster inspector general.

Then we got on with AT&T.  I spoke with them several times before and got nowhere.  Tonight (3.5 hours into this call), we got a customer service rep who's been doing all he can to assist.  On our suggestion, he checked the model number of the serial number and realized that it was not the same model that they had received and agreed that a switch took place once I sent the package off.  He spent about 45 minutes putting in a claim for the warranty only to find that he, his team, and his supervisor were not able to do that.  We have been switched between the warranty company, billing, collections, back to billing and some other department.  He is now working with his supervisor to file a claim, reverse the charges and turn the service back on.  We shall see.  I don't believe AT&T is at fault here, but they should look into the parcel delivery service and whoever had hands on the package I sent.  That's where I think the scam took place.  After all this time on the phone dealing with all this back and forth, I should get some sort of compensation in addition to the reversal of the phone fee.  Having been a customer of AT&T since 2003, I deserve something, maybe a free month of service. 

ACE - Sage


118.3K Messages

7 months ago

Just an FYI, it's not possible to switch serial numbers. That's like saying someone replaced all the number markers that contained the VIN number on your car. 

2 Messages

7 months ago

That's what I thought, but I am telling you that AT&T says the phone has the same serial number.  The photo of the phone that they received is not the phone I bought at the store, nor is it the phone that I sent to them.  They confirmed that it is a completely different model.  Someone somewhere figured out how to do it and is scamming AT&T.  If you search scam or fraud on this forum, you will find a number of other people dealt with the same exact issue

Community Support


232.9K Messages

6 months ago

Hello there, we understand you need assistance with this case, and we're here to help get this taken care of. 


We have initiated a new DM for us to look into account details to what's the best course of action. Please look out for DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)


Looking forward to speaking with you!


Thank you for contacting AT&T Community & Forums,

Andrew, AT&T Community Specialist.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.