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vmn077's profile

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1 Message

Wednesday, December 21st, 2022 7:00 PM


Being charged for Damaged phone that was sent in perfect condition using your Return kit and USPS label

I sent out my return phone in October of 2022, the phone was in perfect condition. Three weeks went by I received a message saying that my phone arrived damaged and was valued at $64 (for Iphone 11 Max Pro), I have to pay the difference of $457. I have contacted multiple reps regarding this issue, the first filed a claim. Now today after still seeing damaged phone amount posted in my account I spoke to a supervisor and he mentioned that there is nothing he can do without tracking #. I told him that they should have the tracking number since they received my phone and that i used their returned label. He basically gave me no other option but to pay the amount. I asked multiple times for picture or proof and he mentioned that he cant sent it via Chat. So I to him to send it to my email. He basically ignore me and my request and went on saying their is nothing we can do. I"m stuck now with a $456 charge with no proof or options in getting the phone back. This totally on call for and I"m degusted by At&t for not taking the proper channels of not investigating this first with the carrier and know very well that no one will write down the tracking # to use this to thier advantage for not reviewing the case. Its not a lost package, it is package they received but claim its damaged.  Such a scam, first phone exchange and not this when i had sprint for many year and have exchanged dozens of phones. 

ACE - Sage


118.2K Messages

1 year ago

This sounds like an early upgrade return?  

Did you use both the padded envelope and box? 

Save the tracking or snap photo of shipping label? 

Did you document the phones condition?  There are many things that AT&T is going to considered damage. Including a damaged charging port, dead pixels, screen burn in, dents or scratches to the body or glass, stickers or screen protectors not removed, phone won't power on, not reset to factory.

You should have received an email as to what was damaged or defective. Physical damage should have been recorded with photos and sent to your email.

3 Messages

9 months ago

They just did the same thing to me. This is a racket. There are places that will help file (Edited per community guidelines) law suits to keep these thieves in line. They are neglecting to honor the device credit and charging for damaged devices that are not in fact damaged. Scam!


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