New Member
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7 Messages
A Warranty Nightmare Scenario
Here is a brainbuster. Bought latest Samsung S22 Ultra 2 months ago. Sent back for warranty claim for bad power button, a known defect in brand new line. Other than button phone was spotless: lived in case with screen protector.
Got replacement new phone no issues 2 weeks ago.
Today received box from ATT. Had letter saying claim invalid because device damaged. Pay ATT $1,400. Also in box the most abused phone I have ever seen. Best part: different make/model. Not even the phone I sent in. Better part: has sticker on it with my old IMEI. Handwritten note on sticker "Not ATT Device".
Better Better part: 3+ hours and 2 Supervisors later trying to explain this. No email or proof of any kind produced to show my actual phone had damage. Consider this response from Supervisor-level person, not just rep, when attempting to explain that I may be getting charged for someone else's bad claim (paraphrased): "Well, I am looking at pictures that show your damaged phone. We may have sent another phone to demonstrate the problem but your phone was damaged and claim stands. Also (best answer ever), maybe you can check with USPS who delivered that package to see if they can track down your actual phone we sent back.". The end.
I am nit looking for psych counseling needed after thus but certainly need a specific remedy anyone in the know has.
Thanks!
ATTHelp
Community Support
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232.9K Messages
2 years ago
Hey there @StanZ, we certainly understand your frustrations with your warranty claim and device.
Please be advised, since this was a replacement device under an insurance claim, then you'll need to reach out contact our claims provider. Go to the Asurion website or call 888.562.8662 weekdays, 8 a.m. to 10 p.m. ET, and weekends, 9 a.m. to 9 p.m. ET.
We do hope that you're able to get your concerns resolved quickly!
Lynn, AT&T Community Specialist
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StanZ
New Member
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7 Messages
2 years ago
Thanks for addressing this Lyn, but there are a couple of issues with that solution:
1. Samsung Galaxy Ultra S22 does not get serviced through Assurion. It and a couple of others were specifically excluded from that type of servicing/coverage. So, it has to be handled as warranty claim directly through ATT which I did.
2. As you can see from description, I already dealt with warranty/replacement process without issue. It was the mind-boggling rejection of claim that is in question here. So, recommending I reach out to warranty/insurance for my problem just further supports my escalating concern about not just your, but other representatives', understanding of the problem.
(edited)
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formerlyknownas
ACE - Sage
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118.4K Messages
2 years ago
Request shipping info, including weights.
The Ultra is heavy. Likely won't match the weights you sent in.
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ATTHelp
Community Support
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232.9K Messages
2 years ago
Thanks for your response and providing more information to us, @StanZ.
Based on your concerns, we want to go ahead and bring you into a DM for further assistance. Check the message icon in the upper right corner for a notification and reply back.
We look forward to assisting you and getting your inquiries resolved.
Thank you.
Lynn, AT&T Community Specialist
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StanZ
New Member
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7 Messages
2 years ago
Interesting idea @formerlyknownas. I may try through USPS since I could not even get pictures of my "damaged" Ultra from ATT
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ATTHelp
Community Support
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232.9K Messages
2 years ago
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StanZ
New Member
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7 Messages
2 years ago
Thanks Lyn, I will take you up on that after I have a discussion with another escalation contact I engaged with last night.
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ATTHelp
Community Support
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232.9K Messages
2 years ago
No worries!
Just reach back out to us and update us with your solution. We'd be glad to assist in any way.
Thanks for contacting the AT&T Community.
Lynn, AT&T Community Specialist
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theiconreturns
New Member
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4 Messages
2 years ago
You got boned buddy. Someone at receiving stole your old device and put in a (Edited per community guidelines)ty old one to screw you.
(edited)
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StanZ
New Member
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7 Messages
2 years ago
That's what could certainly be the case. What interests me though is how this sort of dead end can be resolved. Main conflicting issues here:
1. The warranty exchange process HAS TO happen through package shipments; you are literally told not to go through physical stores.
2. Even if you added shipping insurance through USPS you still have no recourse in a case like this.
3. Dead end. ATT: "we sent you what we have". USPS: "we delivered what you sent". Me: "I am not paying. I am not a fraudster and did everything the way instructions went." ATT (eventually): "We'll turn off your service and send collections after you."
This can't possibly be a scenario nobody has either had or at least thought of on ATT end.
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