The Samsung Galaxy S23
LKS1969's profile

New Member


1 Message

Thursday, July 7th, 2022 1:04 AM

Warranty replacement

My Samsung S21 Ultra keeps freezing up, and it's happening more often recently.  I have deleted most apps, closed all open windows.... everything they have told me to try.  I finally filed a warranty claim and they are going to send me another phone (same phone).  Is the phone they send to me a refurbished phone, or do they send a new one?  I'm afraid if they send a refurbished phone. it may end up having issues too, and I use this for work, so I don't have time to deal with more issues.  Does anyone know if they send new ones as replacements?  I use this for work, so I need to weigh the pros and cons of accepting a refurbished one if that's what they send.  Thanks.

Accepted Solution

Official Solution


Community Support


210.5K Messages

9 months ago

Hey there @LKS1969, we'd love to answer your question regarding your replacement device being sent under warranty. 


Be advised, when seeking a warranty replacement, you may be provided with a new or refurbished device. AT&T Certified Restore devices have been tested to perform on par with brand new devices.

  • For devices bought as new, we'll make the warranty device exchange on behalf of the manufacturer. Check your device manual or contact the manufacturer for warranty info. Your replacement device will be similar or better. 
  • For AT&T Certified Pre-Owned or AT&T Certified Restore devices, we'll send you a similar or better replacement device.


Also, if you do receive a defective device, you can do the following:

  • You get either a 90-day warranty or the rest of your original device warranty, whichever is greater. 
  • You have 30 days to return your defective device. Your replacement device package includes return shipping materials.
  • If you don't return the defective device in time and you have
    • AT&T Wireless: We'll bill you the full replacement value for the device.
    • AT&T PREPAID: We won’t credit your card for the return.

We hope this information helps and feel free to reach back out with any other questions you may have.


Thanks for contacting the AT&T Community Forums.


Lynn, AT&T Community Specialist

New Member


1 Message

1 month ago

I need my phone replaced. This one is a replacement phone

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