Phone replaced by warranty instead of insurance (was told to send it in via warranty)--charged $600
My iPhone's home button stopped working and I decided to contact AT&T to have it replaced. Earlier in the year, I submitted a claim through insurance due to a cracked screen (first one I ever broke!). Sure enough, a few months later the same thing happened--just a tiny crack this time. I contacted insurance and they recommended going through warranty because if I did it through insurance, I would be out of luck if it happened again because that would have been 2 claims. So I sent it in through the warranty program after my replacement phone arrived. A few weeks later, I received a bill indicating that since the screen was cracked (the crack was worse than when I initially sent it), I would have to pay $599 to replace the device. I contacted chat and here is an excerpt from that:
|Matthew: I see you were transfered, give me a minute to go over the previous chat.|
|Matthew: Hi, Stephanie, I see you were billed for the device you sent in for warranty?|
|Matthew: Alright Stephanie, what you need to do to get this fixed is to go back to that store and ask for a manager and call this number which is the warranty line 8003310500, and tell them that they told you to do the warranty instead of insurance even though the phone was damaged and would not be covered through warranty|
Matthew: Thank you Stephanie for being a valued AT&T Customer, we appreciate your business! Have a great day!
I then went on to call warranty and they will not budge on this. I even offered to return the phone and submit a claim through insurance but they kept referring to "terms and coniditions" of the warranty program. Long story short, my bill is over $700 now. I've been with them for nearly ten years, and they will not work with me in any way to get this resolved with the exception of taking $599 from me.
Anyone else have this problem? I'm losing my mind!