Warranty issue - phone returned as damaged
I have a wireless phone account with 5 lines. I've been an AT&T customer for over 20 years. In August 2017 I had an insurance claim because I cracked the screen on my Samsung Galaxy Edge 7. By December the LCD on the phone started acting up. I called AT&T and they did a warranty exchange. I sent the defective phone back on 1/5/18 in the packaging provided by AT&T and with the USPS return label provided. The phone did not get to AT&T until 1/22/18. On 1/26 I received a package with the defective phone returned to me but now the phone was cracked on the back. Along with the now physically damaged phone I received notice that I would be billed $609 because the warranty was voided. I called AT&T warranty and was told they would not remove the charge that I could start a claim with the post office. I called the post office and since the label was provided to AT&T I could not file the claim, the customer (AT&T) has to file the claim. I call AT&T again with this new information and was told that the charge would be removed and to return the damage phone to an AT&T store. When i take the phone to an AT&T store they tell me they don't take back phones. The store calls AT&T and there I'm told that the customer service rep who helped me before was wrong, that no credit would be issued and the store would not take the phone.
After more calls to AT&T warranty and customer service, I told them that I inquired about the damage done to the phone with a repair technician I was told that they had several customers that had similar issues with AT&T warranty exchanges. One customer photographed their phone with no damage before returning and AT&T is still trying to stick them with the bill. After this call the reduced the bill to an insurance claim which brought the charge down from $609 to $225.
I was then told to file a claim online with corporate correspondence if I still did not agree to the charge. Only catch is that there is no online claim. I was then provided a PO Box & told to contact the forum.
I refuse to pay for damage I did not cause. After 20 years I have no reason to scam AT&T but it is becoming apparent that AT&T is robbing their customers with false warranty violation claims.