- edited 01-27-2015 11:28 AM by ATTDmitriyCM
Upfront I admit that:
I didn't read the paperwork close enough before I signed on the line so let this be a warning for anyone with warranty issues (and have a magnifying glass handy).
August, 2014 went into a local ATT dealer and bought one phone for my daughter and one for my son on payment plans along with the bill for wireless service.
After about 2 months my daughter's Samsung Galaxy 4 started to randomly turn off and on.
Sometime at the end of November or early December I took the phone back to the place I bought it and they said there was a problem-they called ATT and both agreed it was beyond repair and sent me a new phone. I sent the defective one back and thought we were done with it.
Yesterday I got the old phone back with a letter stating, ..."Unfortunately, we are returning your phone due to the following condition: Cracked, Damaged, Smashed, Chewed Plastic/Faceplate..." and ATT stated there would be a charge of $469.00 on my next bill. This is in addition to the other Galaxy phone I'm paying for on a monthly basis.
I was on the phone for half the morning, getting nowhere (and I felt really bad for the first woman I spoke to from Kentucky-she was very nice) with anyone (I did speak with the first woman's manager).
I bought my daughter a cover for the phone for her birthday in August and the face of the phone is in perfect condition. It turns out that there is "damage" where the plug goes in to charge the phone. After getting a magnifying glass out I could see some wear inside where the charging chord plugs in but that was all.
1. The ATT store I bought it did not find any damage when they originally called about getting me a replacement phone and did not say anything about any damage preventing repair or replacement due to something like this. Neither did they mention anything about having to pay for it.
2. As a common, untrained person, having no trouble with the phone charging how in the world would I know to look inside this space (and had I even thought to do that, how would I know that it was damaged when it has always worked fine) or that a $75 repair would be cause to be charged $500. The rest of the phone doesn't have a scratch on it. If the store didn't find it how would I be expected to???
3. The phone was charging fine-the issue is with the internal electronics. I have no problem with any "damage" that might be in the charging port. Honor your warranty, fix that part that is the issue and send the otherwise "damaged" phone back to me and I'll send back the new phone both you and your agent decided to send me.
4. The charging port is a $14.00 part on line-you can't replace that and fix the electronic issues (but it was working fine so it didn't need to be replaced anyway)? If you can replace the electronic issues I'll pay for the charging port part. If you can't fix the electronic issue then does it really matter whether the $14.00 charging port is "damaged" or not?
I have contacted Samsung and they're going to take a look at it to see if it is under warranty and if not they are going to have someone call me with an estimate to fix it-but they are not going to charge me almost $500 for a phone that stopped working 2-3 months after it was purchased.
I've been with ATT almost since the dawn of the cell phone, have paid for a number of phones for a number of kids and currently have three lines. I'd rather not go somewhere else but of course I think this is an insane policy no matter what paper I signed (what choice did I have-I don't sign it you don't warranty it-I already had the new phone-I'm over a barrel). I have no problem with the phone charging despite the "damage" that is there-I just want you to have the integrity to stand behind the product you advertise and sell.
I'll see what Samsung has to say in a few days. At the least they will call me back and talk to me before charging me for a phone that was defective to begin with.
I'm sure there is a very reasonable explanation for this policy but I'm fairly sure it's not one that keeps customers (but I'll admit, I'm a bit biased at this point).
[Subject edited for better exposure]
Solved by: Go to Solution.
03-14-2017 7:52 PM
i'm going through the same exact thing right now. an LG G5 that won't aquire or keep a GPS signal. Took it to the store (with absolutely NO damage) and they couldn't figure it out. They told me to send it in under warranty. I sent it back through ATT's choice of carrier and had it sent back with a hairline crack in the screen that wasn't there when it was shipped. And they are now trying to charge me for both phones. I might add that I live 2 hours from where their warranty center. It bounced around in the back of a delivery truck for 14 days before it was received by them, according to the date they say they received it. And, according to the tracking number that was provided, it still has NOT been delivered. It is definately a scam. I too will be switching carriers. I don't care if others say "all carriers are like that." If ATT can't provide any better customer service to a 20+ year customer, I don't need to do business with them. I am returning the warranty device to not incur the additional $600.00 charge but had to go through 3 people during two different phone calls to get an actual address so i could use MY choice of carrier and INSURE it when i sent it back. Which leaves me paying $600.00 for a device that is defective. If the term "scam" doesn't fit, I don't know what does.
07-11-2017 5:15 PM
07-11-2017 5:34 PM
07-11-2017 5:48 PM
07-11-2017 6:37 PM
ATT has had to spend millions trying to repair their reputation after decades of horrible business practices.
But nothing has changed. They still have all the same dirty way of doing business.
Not that ATT doesn't have problems, BUT...
ATT does not warranty or insure your phone.
For the next time, you must make a claim BEFORE you swap out your phone.
11-04-2017 2:08 AM
Yes there is an incentive for you to charge people it happens to me all the time especially when the lady told me that there was going to be no charge for the phone and I had to spend 3 hours on the phone correcting this being passed around from incompetent rep to incompetent rep and then being hung hung up on AT&T is the worst ever and none of you people should ever be in the workforce
11-19-2017 6:53 PM
I have the same issue. My daughter has a Samsung 6 on our family plan. After 8 months, this phone was over heating. ATT said send it in as it was under warranty. OK, no problems, got a new replacement. 4 months later the replacement phone's WIFI stopped working. After an hour on the phone with ATT support, they said it was broken and send it back in for another replacement. Well, we got another phone but 3 weeks later, the replacement phone was returned and $500 was charged. Why? They said the screen was broken. IT WAS NOT broken when returned. I know because I am the one who repackaged it and mailed it. I followed their instructions to the letter. ALSO, the broken screen was strange. It was a perfect pea size circle in the corner. If it would have been broken. I would not have returned it. I don;t play those games. I take responsibility for my actions. It was not broken!! After 3 phone calls to complain, no one at ATT would do anything. My cell phone bill is normally $350/month. That's $4200 a year and I have been with ATT (Cingular) since the 90's. You do the math. Willing to lose my business over $500
11-20-2017 6:13 AM
I ended up getting a full refund, I had to email the office of the president. But apparently, no one at any lower level was able to help...so they say. Either way, going forward, I am making sure I dot all my I's and crossing all my T's!
04-10-2018 10:12 AM
How did you get a hold of the office president? I'm going through a similar problem with them! They are scammers!
04-10-2018 10:59 AM
04-11-2018 7:47 AM
03-04-2019 2:23 PM
I had a very similar experience. I sent a phone with no physical damage to get replaced through warranty, it was returned about a month later half opened on its side and being charged $650.00!
History: I had an iPhone 6S that I received through Asurion. Within 3 weeks of receiving this phone, the battery started going out, shutting down, etc. I tried to file a claim through Asurion but was instructed by their online portal to send the phone in to ATT as it would still be covered under warranty. Further, Asurion suggested I take my phone in to an ATT authorized retailer.
I took the phone to a retailer and they informed me that they couldn't do an exchange there, I was on the phone with ATT for about an hour trying to figure out if we should go through Warranty or Insurance claim. During this time, the ATT reps in the store were helpful and all looked at my phone to try to assess reason why the battery was failing. Needless to say, the phone was in good physical condition...I'd only had it for about 3 weeks. If there was any damage, the reps would have told me to go through insurance...
I managed to get the warranty phone over-nighted and proceeded to send back the phone with faulty battery. I followed all packing instructions, used the bubble wrap and all. I proceeded to get the phone back in the mail, about a month later, totally cracked. I called ATT to explain that this was NOT at all how I sent the phone out, otherwise, I would have just gone through insurance and not warranty. The letter from ATT is now asking me to pay full price for a 6S.
Resolution: I spoke to ATT and a supervisor to explain the above. We agreed to send back the warranty phone, file a claim through insurance, and will pay my insurance deductible rather than pay full price for a phone. While not ideal, this resolution is satisfactory.
Conspiracy: I'm honestly a bit shocked to see all these people having the same issue. When I asked ATT if they took pictures of the phone as soon as they received it, with date stamps, they couldn't provide much information. I find it hard to believe that the phone was damaged in transit.
My Theory: I think that one of their technical people was doing an assessment of the phone and broke it when trying to review. The phone was then flagged as damaged so they could have me pay full price for a phone rather than continue using my insurance claim. I've been a customer of ATT for almost 15 years, but this is the first time I see such shady behavior. Again, their unwillingness and inability to have this documented and to try and find out how the phone get cracked open in the first place is appalling. Now they're acquiring Time Warner?...Conspiracy continues.