Contributor
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2 Messages
ATT Exchange Policy On my 4th Samsung S4!
What is Att's exchange policy on multiple exchanges. I am on my 4th Galaxy S4. I treat my phones very well, I do not download Apps. But I have had one screen fail. 2nd Refurb they gave me worked perfectly for awhile, but the samsung charger shorted out, and it then shorted out the phone, burned it up. Att gave me a 3rd phone which was good for 1 day! Then it started have freezing issues on the lock screen, as well as phantom touches and virbrations. So I am heading in for my 4th S4! I just want to switch to another phone, no upgrade or anything like that, just something similar or equal. I cant go into the store every few weeks.
ATT has been amazing soo far, and I have nothing but good things to say. But I am just getting sick of this!
julywashere
Guru
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349 Messages
10 years ago
It's unfortunate that you are having issues with your Samsung Galaxy S IV. After the first 14 days, AT&T simply fulfills the manufacturer's warranty. They provide you with a new or refurbished device, at their discretion, and your old device is typically returned to the manufacturer for data wipe, diagnostics, and refurbishment.
Usually, the only time they will change you to another handset is if your current defective handset model has been been discontinued and/or there are no replacement units in stock. Then, at their discretion, they will provide you with a newer model or a phone which shares similar features and functions.
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JAshton199
Contributor
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2 Messages
10 years ago
Ok, I will post once I am on my 9th.
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julywashere
Guru
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349 Messages
10 years ago
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redpoint73
Professor
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3K Messages
10 years ago
Unfortuately, this kind of thing is not unheard of (multiple bad refurbs) on these and similar forums. Refurbs are by definition defective or broken phones that have been repaired ("refurbished") so its possible the repair was not done properly or completely, and you are just inheriting somebody else's old problems.
While its not the policy, I've heard of some customers being successful in exchanging for a different device when they threaten to take their business to another carrier. Being a longtime customer, and/or multiple lines may also help (if applicable in your case). As suggested in the previous response, make enough noise, and to the right people; and it may be possible to get it done.
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PhoneSpecialist
Tutor
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10 Messages
10 years ago
Good Luck!
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