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Tutor

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4 Messages

Sat, Apr 13, 2019 6:40 PM

Device under warranty now is added to my bill?

I own my iPhone 7S Plus..when the speaker stopped working I had a new one sent. Covered by warranty. Now, the device has been added to my bill for not returning the defective device (that I own) within 14 days. Here’s the issue- I called twice and both times was assured I could return the device later and it would not be added to my bill. “ I will put it in notes”. Is what I was told. This was not done apparently, the $569.00 added to my bill. This is not ok.

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Accepted Solution

Official Solution

David606

Employee

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3.5K Messages

a year ago

It's automatic. You must send the defective device back to get that credited or refunded back to your account. The system will place the charge after a certain amount of time after a warranty is processed however if the phone is received within a quick time frame after a charge is done, it can be credited. You need to get that phone shipped ASAP.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
sandblaster

ACE - Expert

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40.2K Messages

a year ago

There is no such phone as a 7s but how did you get a warranty replacement from ATT? ATT does not provide warranty on iPhones. Was this perhaps a warranty replacement for a phone previously replaced by insurance? That is the only circumstance I know of for ATT to warrant an iPhone. 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
David606

Employee

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3.5K Messages

a year ago

It had to have been a previous insurance replacement.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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76.9K Messages

a year ago

I don’t understand why you couldn’t return the defective phone in 24 days.  

Since you stressed “that I own” in your post, you may not understand that once a device is replaced by warranty or insurance, you no longer own the old device, you have to return it.  They are pretty serious about the 14 days too.

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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4 Messages

a year ago

They said they were ATT, I asked. The phone was a replacement device from a defective microphone / speaker. The phone is an IPhone 7S Plus.

Tutor

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4 Messages

a year ago

Will do.

sandblaster

ACE - Expert

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40.2K Messages

a year ago

The phone is an IPhone 7S Plus.”

No, it can’t be. There is no iPhone 7S. Must be an iPhone 7 Plus, no “S”.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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