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Recently, I had a problem with my Samsung Blackjack; charging from a cable, and the extended battery only lasting about 3 hours. I use my phone hard and so does my wife, she has the same exact phone and her standard battery will last 2 – 3 days without a problem. So I called AT&T to see if there were any software fixes, or anything they could do. The first tech I got on the phone didn’t really know anything about my phone. He basically stated that my phone was still under warranty and that they would replace it. I thought this was great!, get a new phone and fix the issue with my current phone. The tech transfered me to the warranty department to get my phone exchanged. This is where the problem started.
After giving the lady my IMEI number and details about what was wrong with my phone, she stated that they don’t actually send out new phones for replacement warranty exchanges. Instead, they send out refurbished phones. I know from buying other refurbished products that this is a gamble. I feel, when you buy a brand new phone, and something goes wrong within the warranty period they should replace the product with new. I know its expensive to do this but this would greatly improve their customer service.
A few years ago I had a Motorola Razor phone,the keypad died there was no response on any number pressed. No big deal it was under warranty and Cingular replaced the phone with a refurbished phone. Upon receiving the phone, it had the same exact problem. I called support, they were going to cross ship the product with another refurbished phone. Again, I waited 3 days for a working cell phone. When I received the 2nd phone it was clear something was wrong, the display was cracked on the front of the phone. At this point I was quite upset, I called their warranty exchange number and told them the display was cracked.
Here is where the loophole in the warranty exchange exists. After 3 exchanges you are able to pick a new phone at the same or lesser value. I chose to upgrade to Cingular’s 8125 smart phone. I did however have to pay the difference, but I was very happy to have a new working phone.
What are your experiences with AT&T or Cingular’s warranty exchange program? Do you think it’s a rip off or do you think there policy & procedure is acceptable?
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7 Comments Received
January 25th, 2008 @6:38 pm
this post is inaccurate.
1) every single phone the warranty department has is reconditioned. at the point where you can pick an equal value phone, it’s still more than likely going to be refurb. end of story.
2) the 8125 is a phone that has not been made for at least eight or nine months. it is impossible to purchase a new 8125 from att at this point. it’s also impossible to pay the difference when doing a warranty exchange. the warranty department doesn’t even have access to the billing to charge you.
January 31st, 2008 @12:25 pm
I am having problems with my Sony Ericson phone; the menu navigation key only works in two directions. It’s still under warranty, and they are willing to exchange it, but if they decide the phone has been dropped or subjected to “really, really extreme temperatures” (she would not clarify what those temperatures are) I have to pay $115 for the exchange.
I don’t like the arbitrary nature of someone just deciding something like that. If there’s damage because of poor manufacturing, can they truly determine that? Or will they just say it was dropped? And what is “a drop”? If I put it down too hard is that a drop?
I don’t LOVE the phone… so I’d rather spend the money on something better. So I can exchange the phone and potentially be held hostage, or I can buy something else.
Has anyone else sent back a phone and been charged?
June 29th, 2008 @12:01 pm
I have been having problems with my replacement phone getting lost in the mail , the Post Office can’t really track the confirmation number as it is some cheaper bulk mail rate and at&t keep calling weekly for me to return the phone , I had no idea the exchanges were refurbished phones , I have had terrible luck with razr phone this is the second I had to send back , the problem was that people would call mt cell and the phone would recognise it as mt number taking the person straight to my voicemail!
July 9th, 2008 @9:35 am
Oh lord, I have a nightmare story for you hon. When I got my first RAZR V3 from Cingular over two years ago, the screen went bad two weeks later, so they sent me a refurbished phone even though the phone was not even 30 days old! Then, they sent me about seven of the same phone over the course of the next year, until I got one that worked! Only just shy of a year with that phone, the phone started turning on and off by itself, which was the problem I had with the majority of the other phones. They refused to replace the phone again because I was out of warranty on my original phone, though the phone I had was still less than a year old, plus the fact that the original phone did not last two weeks! I’m currently not in contract with them, but back in March I ended up with a new RAZR2 V9 for $100 without contract (not because they offered me this of course, but because I know someone who works for Motorola). I really wish I hadn’t, because since it’s an AT&T branded phone it has a warranty with AT&T so I had to call them when the phone started (guess what, you guessed it) TURNING ON AND OFF BY ITSELF!!! I called them and two replacements later I still didn’t have a working phone so less than two months after having the phone they replaced it with an LG CU920 (VU) and this one worked for a while. But now the speaker doesn’t work!!! They are now saying that they’re sending me a MOTO Z9 and I hope it works because if it doesn’t I definitely won’t be buying any AT&T phones again. And the crazy part is, ever since I called in about the last V3 that didn’t work, they’ve been hounding me about upgrading for a new contract. But my response will remain: “I’ll consider upgrading after this is taken care of.” And there are a lot of people who are afraid to and have left AT&T because of what happened to me because I am quite knowledgeable about mobile phones and they always come to me for advice on them.
October 7th, 2008 @8:10 pm
WARRANTY EXCHANGE SUCKS!
i have been through warranty countless times..
with several different phones, and every phone they send me has some issue.
I’ve noticed there usually very flimsy and weak. Especially with all the razrs..
There idea of refurbushed is “like new” but the phones arent put together very well.
I just recieved my THIRD blacjack two today..
no problems so far.. plus they have the windows mobile 6.1 update already installed for me..
The only thing is there are a few small scratches on the side. However, i dont expect the phones to be perfect, at&t never does there job right.
October 7th, 2008 @8:11 pm
Bottom line… Dont use at&t to exchange the phone…
Go to the maker of your phone..
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