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Tuesday, November 28th, 2023 2:33 PM

iPhone upgrade issue

So I’ve been with att 20 years. I upgrade my phone regularly through the next program. I sent my iPhone pro max 13 this time in the packaging provided by att. They have a cardboard carrier that you put the phone in plus I added bubble wrap Using ATT’s shipping label. 

(Prior I removed it from the “find my iPhone feature, all the way back to the “hello” screen. My phone was in great condition. )

Today got an email that said I returned a phone that was not in good condition or working order. It was assessed with a value of $64 of the $600 I owe on the device. Total charge to me of $535. 

There’s no pictures, no documentation no help for me. The rep says it was my responsibility once I sent it using their packaging. This is the most absurd experience I’ve heard about.

This was a quote, “it’s the customers responsibility to get the device to us, we can’t trust that you’re not sending us non damaged phone.” Did you take pictures of your phone and the packaging? 

So if you’re wondering that means that the shipping damage is my responsibility as well even tho, I used ATT’s label………

Currently I have to wait 7 days for someone to provide pictures of the device prior to escalating my dispute. What if I get a picture of a smashed phone? Does att insure the return label? Why would I even receive this email, which was a bill, prior to it being properly documented. 

(Finding this forum and seeing a flood of similar problems is quite discouraging.) 

Accepted Solution

Community Support


229.8K Messages

3 months ago

Hello @kris4647, we're here for you, and we understand your situation. We at AT&T want the best for our customers. 


Please meet us in a DM, because we need some account related information, and let's get this sorted for you. We are initiating a DM for you. (Please look out for the chat notification in the top right corner.)

We look forward to speaking with you!

Thank you for contacting AT&T Community Forums.

Kevin, AT&T Community Specialist.

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