Contributor
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3 Messages
Physical damage and defect
So randomly my Lumia 950 has been restarting when I set it down, initially I thought it was the battery not put in correctly or whatever so I took it out made sure nothing was blocking it and inserted it back in. Long story short: it keeps restarting still. I'm trying to transfer all my photos, pictures, etc off my phone (I have about 90GB of stuff on my phone and SD card) so it's been taking a while because when I'm transferring it will randomly shut off. The phone still works except for the restarting and I was going to take it in when I was free (because I have been busy with school, work, life). Well one late night I was getting out of my car and forgot I had my phone in my lap and it feel on the ground. I have a case on it, but not a screen protector and it cracked a little on the bottom right corner in a little arch. and then a larger arch on the bottom. It didn't reach the actual LCD part so you really don't notice it, but does that void the warranty? I was having this issue before I accidentally dropped it because I was still in the middle of transferring my photos.
ATTHelp
Community Support
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231.5K Messages
8 years ago
Hello @codywtworld !
I am so sorry to hear that your phone is restarting on you! That must be super frustrating! I will be happy to help!
Check out our Physical device damage not covered by warranty for specific examples of what will void warranty. The best way to typically verify whether your phone will still be covered, is to take it to a local AT&T Company Store or Device Support Center. They will be able to take a look at the phone and tell you if it will still be covered.
I also recommend checking out our troubleshooting! We offer our AT&T Troubleshoot & Resolve tool. After selecting your make and model, there will be an option for Power & Battery under Select a Device-Related Issue.
Hope this helps! Keep us updated and have a good one!
Tim, AT&T Community Specialist
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codywtworld
Contributor
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3 Messages
8 years ago
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ATTHelp
Community Support
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231.5K Messages
8 years ago
Hello @codywtworld !
Thank you for your response! Do you have insurance on your device? If so, you can totally file an insurance claim and have it replaced! Our insurance is handled by Asurion. You can file a claim by clicking here. Also, have you tried doing a reset on the phone? I noticed that you mentioned you were backing up your information to the SD card. I recommend doing a reset as well, just in case it is a software issue rather than hardware. Check out our Online Device Support Center for specific instructions. After selecting your make and model, choose Tutorials > Troubleshooting > Reset device.
I hope this helps! Keep us updated and have a great day!
Tim, AT&T Community Specialist
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