AT&T won't let me exchange defective iPhone 5 for a new one?

BlueMoonForever · Nov 2, 2012, 12:39 PM

Purchased an iPhone 5 yesterday at an AT&T corporate store and it was defective with a bad screen. I took it there today and the girl came out with a new one and then the manager stopped her and said they don't do DOA exchanges on iPhones anymore. She told me I'd have to take it to Apple. Then she said Apple handles all issues in the first 30 days now.

Complete BS!!! I said forget it, paid the $35 restocking fee and left as the nearest Apple store is 2.5 hours away.

Wow. Could this be because of all the defective iPhone 5s that were going out? The back of the receipt did say this.

regbarc · Nov 2, 2012, 12:41 PM

Quote:

Originally Posted by BlueMoonForever

Purchased an iPhone 5 yesterday at an AT&T corporate store and it was defective with a bad screen. I took it there today and the girl came out with a new one and then the manager stopped her and said they don't do DOA exchanges on iPhones anymore. She told me I'd have to take it to Apple. Then she said Apple handles all issues in the first 30 days now.

Complete BS!!! I said forget it, paid the $35 restocking fee and left as the nearest Apple store is 2.5 hours away.

Wow. Could this be because of all the defective iPhone 5s that were going out? The back of the receipt did say this.

I'm kind of surprised you paid the restocking fee.

Time to get a new carrier.

BlueMoonForever · Nov 2, 2012, 12:44 PM

Quote:

Originally Posted by regbarc

I'm kind of surprised you paid the restocking fee.

Time to get a new carrier.

Tell me about it. I argued and argued with the manager but they wouldn't budge. What was I suppose to do?

ProudLoz · Nov 2, 2012, 12:48 PM

Quote:

Originally Posted by BlueMoonForever

Tell me about it. I argued and argued with the manager but they wouldn't budge. What was I suppose to do?

Go to a different store? If all else fails, just go to the Apple Store, they'll replace it no questions asked.

erratikmind · Nov 2, 2012, 12:49 PM

Sorry to read about your experience with AT&T.

I can understand their position in light of what has been happening with all of the iP5 exchanges. However, I am quite surprised that they did not treat you in a better fashion.

Might I suggest that you call AT&T's customer service line and inquire about the $35.00 restocking fee. Perhaps, they may be inclined to issue a credit on your next bill. At the very least, I would contact Apple and explain your circumstances in an attempt to facilitate a delivery of another unit.

solo118 · Nov 2, 2012, 01:01 PM

Why wouldn't you just call Apple Care? They will ship a replacement to you within a few days.

foam · Nov 2, 2012, 01:08 PM

Or why don't you just return it and buy a new one

tymaster50 · Nov 2, 2012, 01:10 PM

Well really they don't exchange phones Apple does so there is no real complaint except for the defective screen and restocking fee. The warranty is with Apple not AT&T

BlueMoonForever · Nov 2, 2012, 01:31 PM

Quote:

Originally Posted by foam

Or why don't you just return it and buy a new one

Because the credit takes a couple days and I don't want my credit card maxed out.

Quote:

Originally Posted by solo118

Why wouldn't you just call Apple Care? They will ship a replacement to you within a few days.

I paid for a brand new phone and should have one ASAP. Why should I wait a couple days and use a defective iPhone 5?

Quote:

Originally Posted by tymaster50

Well really they don't exchange phones Apple does so there is no real complaint except for the defective screen and restocking fee. The warranty is with Apple not AT&T

That's true but usually after your return period is over with.

AT&T Customer relations credited me $78 on my account due to the incompetent/rude staff.

Very pleased with AT&T's customer service.

Applejuiced · Nov 2, 2012, 01:43 PM

Next time go to the manufacturer/Apple.
The wireless carrier doesnt provide warranty services, they just sell the phone and plan.
Apple handles the hardware issues, replacement, exchanges etc..

BlueMoonForever · Nov 2, 2012, 01:46 PM

Quote:

Originally Posted by Applejuiced

Next time go to the manufacturer/Apple.
The wireless carrier doesnt provide warranty services, they just sell the phone and plan.
Apple handles the hardware issues, replacement, exchanges etc..

Your right, but I was only in my second day in the buyer's remorse period. I can understand if this was past AT&T's 14 day return policy. They have always exchanged defective phones in the past.

Applejuiced · Nov 2, 2012, 01:57 PM

Quote:

Originally Posted by BlueMoonForever

Your right, but I was only in my second day in the buyer's remorse period. I can understand if this was past AT&T's 14 day return policy. They have always exchanged defective phones in the past.

It doesnt matter if its 2nd day or 1st.
Unless you want to return it and buy another one then you could do that. The carrier doesnt do warranty replacements.

kalexn · Nov 2, 2012, 01:59 PM

Quote:

Originally Posted by BlueMoonForever

Purchased an iPhone 5 yesterday at an AT&T corporate store and it was defective with a bad screen. I took it there today and the girl came out with a new one and then the manager stopped her and said they don't do DOA exchanges on iPhones anymore. She told me I'd have to take it to Apple. Then she said Apple handles all issues in the first 30 days now.

Complete BS!!! I said forget it, paid the $35 restocking fee and left as the nearest Apple store is 2.5 hours away.

Wow. Could this be because of all the defective iPhone 5s that were going out? The back of the receipt did say this.

That really does stink. I wouldn't have paid the $35 restocking fee. I do think though that while they probably should have taken it back since it is an Apple product you do have to go through Apple. I know that is how the Sprint store is.

BlueMoonForever · Nov 2, 2012, 02:02 PM

Quote:

Originally Posted by Applejuiced

It doesnt matter if its 2nd day or 1st.
Unless you want to return it and buy another one then you could do that. The carrier doesnt do warranty replacements.

My mom actually got a defective 3GS from them a couple years ago and they swapped it for a new one.

Last year I got a defective iPhone 4S and they swapped it out.

Never was I told to go to the Apple store unless your not in your buyer's remorse.

----------

Quote:

Originally Posted by kalexn

That really does stink. I wouldn't have paid the $35 restocking fee. I do think though that while they probably should have taken it back since it is an Apple product you do have to go through Apple. I know that is how the Sprint store is.

It was either that or take the defective product. Nearest Apple store is 2 hours away, so why should I be inconvenienced?

I paid the $35 restocking fee, yes, but AT&T customer relations credited me $78 on my account for all the hassle. Very happy about that, since my phone bill is $80/mo.

Applejuiced · Nov 2, 2012, 02:04 PM

Quote:

Originally Posted by BlueMoonForever

My mom actually got a defective 3GS from them a couple years ago and they swapped it for a new one.

Last year I got a defective iPhone 4S and they swapped it out.

Never was I told to go to the Apple store unless your not in your buyer's remorse.

That's not how it works though, your warranty is from Apple not AT&T.
If they did it before you got lucky, now they barely have any iphone 5's to go around so you have to contact the manufacturer for that.
I know you dont want to hear that or even try to understand it but that's how it works.
Your phone has a year warranty from APPLE, its not covered by your wireless provider period.

ericrwalker · Nov 2, 2012, 02:09 PM

Quote:

Originally Posted by ProudLoz

If all else fails, just go to the Apple Store, they'll replace it no questions asked.

He did say the nearest Apple store is 2.5 hours away. 5 hours of driving is surely to cost more than the restocking fee....not to mention what 5 hours of your time is worth.

HowardSmith · Nov 2, 2012, 02:14 PM

I do not think the carrier has ever done warranty replacments. You got to return and then buy another.

BFizzzle · Nov 2, 2012, 02:16 PM

edit delete delete delete.. i cant read.. delete

ScottJ · Nov 2, 2012, 02:19 PM

Quote:

Originally Posted by BlueMoonForever

Purchased an iPhone 5 yesterday at an AT&T corporate store and it was defective with a bad screen. I took it there today and the girl came out with a new one and then the manager stopped her and said they don't do DOA exchanges on iPhones anymore. She told me I'd have to take it to Apple. Then she said Apple handles all issues in the first 30 days now.

Complete BS!!! I said forget it, paid the $35 restocking fee and left as the nearest Apple store is 2.5 hours away.

Wow. Could this be because of all the defective iPhone 5s that were going out? The back of the receipt did say this.

You might want to try calling up AT&T customer service, explain your situation with this phone (tried to exchange in store but store manager refused), and see if they'll issue you a $35 courtesy credit.

blueroom · Nov 2, 2012, 02:24 PM

People should read the store's policy before hand.

BlueMoonForever · Nov 2, 2012, 04:59 PM

Quote:

Originally Posted by ScottJ

You might want to try calling up AT&T customer service, explain your situation with this phone (tried to exchange in store but store manager refused), and see if they'll issue you a $35 courtesy credit.

Read up a few posts. They credited me $78 as a courtesy credit. I'm very pleased with AT&T's customer service.

tymaster50 · Nov 2, 2012, 05:03 PM

Quote:

Originally Posted by BlueMoonForever

Read up a few posts. They credited me $78 as a courtesy credit. I'm very pleased with AT&T's customer service.

That is pretty surprising. You must have gotten a saint rep.

smellysox8 · Nov 2, 2012, 05:19 PM

Quote:

Originally Posted by BlueMoonForever

Because the credit takes a couple days and I don't want my credit card maxed out.

Maybe you should reevaluate your finances before splurging on a luxury item.

BlueMoonForever · Nov 2, 2012, 05:29 PM

Quote:

Originally Posted by smellysox8

Maybe you should reevaluate your finances before splurging on a luxury item.

Did I mention I purchased the 64GB iPhone 5 at no commitment? I'm sure your smart, do the math.

Alag28 · Nov 2, 2012, 05:31 PM

Luckily for me the manager gave me a one time courtesy and waived the 35$ because my microphone/speaker input was completely shot and i was well within the 30 day period. OP you should of def brought the matter to a more serious level because we are paying hard earned money and its not ur fault that we receive a defective phone. Good luck

Nov 2, 2012, 12:39 PM	#1
BlueMoonForever macrumors regular Join Date: Sep 2012	AT&T won't let me exchange defective iPhone 5 for a new one? Purchased an iPhone 5 yesterday at an AT&T corporate store and it was defective with a bad screen. I took it there today and the girl came out with a new one and then the manager stopped her and said they don't do DOA exchanges on iPhones anymore. She told me I'd have to take it to Apple. Then she said Apple handles all issues in the first 30 days now. Complete BS!!! I said forget it, paid the $35 restocking fee and left as the nearest Apple store is 2.5 hours away. Wow. Could this be because of all the defective iPhone 5s that were going out? The back of the receipt did say this.
	0

Nov 2, 2012, 12:49 PM	#5
erratikmind macrumors 6502a Join Date: Apr 2009 Location: S.F./Las Vegas	Sorry to read about your experience with AT&T. I can understand their position in light of what has been happening with all of the iP5 exchanges. However, I am quite surprised that they did not treat you in a better fashion. Might I suggest that you call AT&T's customer service line and inquire about the $35.00 restocking fee. Perhaps, they may be inclined to issue a credit on your next bill. At the very least, I would contact Apple and explain your circumstances in an attempt to facilitate a delivery of another unit. __________________ San Francisco Giants . . . Humm Baby! 2010 and 2012 World Series Champions
	0

Nov 2, 2012, 01:01 PM	#6
solo118 macrumors 6502a Join Date: May 2011	Why wouldn't you just call Apple Care? They will ship a replacement to you within a few days. __________________ iPhone 5 at&t/2011 Macbook Air 11" 128GB/ iPad Mini
	1

Nov 2, 2012, 02:24 PM	#20
blueroom macrumors 601 Join Date: Feb 2009 Location: Toronto, Canada	People should read the store's policy before hand. __________________ My iOS devices are not jailbroken. Bill My Blog
	5

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Nov 2, 2012, 01:08 PM	#7
foam macrumors member Join Date: Feb 2012	Or why don't you just return it and buy a new one
	1

Nov 2, 2012, 01:10 PM	#8
tymaster50 macrumors 68000 Join Date: Oct 2012 Location: New Jersey	Well really they don't exchange phones Apple does so there is no real complaint except for the defective screen and restocking fee. The warranty is with Apple not AT&T
	1

Nov 2, 2012, 01:43 PM	#10
Applejuiced macrumors Demi-God Join Date: Apr 2008 Location: At the iPhone hacks section.	Next time go to the manufacturer/Apple. The wireless carrier doesnt provide warranty services, they just sell the phone and plan. Apple handles the hardware issues, replacement, exchanges etc..
	2

Nov 2, 2012, 02:14 PM	#17
HowardSmith Banned Join Date: Sep 2012	I do not think the carrier has ever done warranty replacments. You got to return and then buy another.
	1

Nov 2, 2012, 02:16 PM	#18
BFizzzle Banned Join Date: Jun 2010 Location: Austin TX	edit delete delete delete.. i cant read.. delete
	1

Nov 2, 2012, 05:31 PM	#25
Alag28 macrumors 6502 Join Date: Aug 2006	Luckily for me the manager gave me a one time courtesy and waived the 35$ because my microphone/speaker input was completely shot and i was well within the 30 day period. OP you should of def brought the matter to a more serious level because we are paying hard earned money and its not ur fault that we receive a defective phone. Good luck
	0