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Tue, Oct 27, 2020 1:18 AM

Received brand new broken phones

My spouse and I received broken phones in May 2020 by a third party courier. After getting them we realized 1 was broke upon receipt physically cracked. Due to the pandemic no stores were open so we called to report it. Nothing was done. 7days after receiving the phones the second phone began to vibrate violently. We called to address the issue and the phone was reset. 10 days after the vibrating started again cause physical damage to the phone. Called it in and was told that since both phones had physical damage there was nothing that could be done. 5 months later of almost weekly to every other week phone calls nothing had been done. A supervisor was finally reached when the manufacturer of the phones got involved and the supervisor said new phones would be sent out to rectify the issue. Imagine our surprise to find 2 "certified like new" phones in the packages. Not what we were told. This is an issue as in the past we've received broken refubs. So we get ahold of Brian at corporate and he instructs us to call asurion (Edited per community guidelines) have it fixed. Not until we had already wasted an hour and being told if it was him he'd just go back to the store. That wasn't open due to the pandemic. We call asurion for them to say its not their policy and it's art's issue. The same thing the manufacturer said. And the same thing EVERY  call representative has said since the first one didn't fix it. We've been charged extra for phones that we've not been able to use them properly.  


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Community Support


140.3K Messages

a month ago

Hello @Mikeandjessi,


Thank you for reaching out and expressing your concerns.


We are sorry to hear about your new purchase experience.


We always strive to satisfy our customers.


It would've been best to return to point of sale directly and have them resolve the concern.


You were able to receive like new devices to compensate for your previous devices.


With the information you have provided us with, we concluded that all resources have been exhausted.


If you ever have any other questions or concerns in the future, feel free to reach back out as we are always here to help!


Jonye, AT&T Community Specialist








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