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

Discussion in 'iPhone' started by BlueMoonForever, Nov 2, 2012.

  1. macrumors 6502

    Joined:
    Sep 2, 2012
    #1
    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.
     
  2. macrumors newbie

    Joined:
    Oct 14, 2012
    #2
    I'm kind of surprised you paid the restocking fee.

    Time to get a new carrier.
     
  3. thread starter macrumors 6502

    Joined:
    Sep 2, 2012
    #3
    Tell me about it. I argued and argued with the manager but they wouldn't budge. What was I suppose to do?
     
  4. macrumors regular

    Joined:
    Aug 26, 2012
    #4
    Go to a different store? If all else fails, just go to the Apple Store, they'll replace it no questions asked.
     
  5. macrumors 6502a

    erratikmind

    Joined:
    Apr 2, 2009
    Location:
    S.F./Las Vegas
    #5
    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.
     
  6. macrumors 6502a

    Joined:
    May 16, 2011
    #6
    Why wouldn't you just call Apple Care? They will ship a replacement to you within a few days.
     
  7. macrumors member

    Joined:
    Feb 16, 2012
    #7
    Or why don't you just return it and buy a new one :D
     
  8. macrumors 68030

    tymaster50

    Joined:
    Oct 3, 2012
    Location:
    New Jersey
    #8
    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
     
  9. thread starter macrumors 6502

    Joined:
    Sep 2, 2012
    #9
    Because the credit takes a couple days and I don't want my credit card maxed out.

    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?

    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.
     
  10. macrumors Nehalem

    Applejuiced

    Joined:
    Apr 16, 2008
    Location:
    At the iPhone hacks section.
    #10
    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..
     
  11. thread starter macrumors 6502

    Joined:
    Sep 2, 2012
    #11
    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.
     
  12. macrumors Nehalem

    Applejuiced

    Joined:
    Apr 16, 2008
    Location:
    At the iPhone hacks section.
    #12
    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.
     
  13. macrumors 6502

    Joined:
    Sep 17, 2012
    Location:
    Texas
    #13
    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.
     
  14. thread starter macrumors 6502

    Joined:
    Sep 2, 2012
    #14
    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.

    ----------

    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.
     
  15. macrumors Nehalem

    Applejuiced

    Joined:
    Apr 16, 2008
    Location:
    At the iPhone hacks section.
    #15
    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.
     
  16. macrumors 68030

    ericrwalker

    Joined:
    Oct 8, 2008
    Location:
    Albany, NY
    #16

    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.
     
  17. macrumors 6502a

    Joined:
    Sep 13, 2012
    #17
    I do not think the carrier has ever done warranty replacments. You got to return and then buy another.
     
  18. macrumors 68020

    BFizzzle

    Joined:
    May 31, 2010
    Location:
    Austin TX
    #18
    edit delete delete delete.. i cant read.. delete
     
  19. macrumors regular

    Joined:
    Mar 23, 2011
    Location:
    SoCal
    #19
    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.
     
  20. macrumors 603

    blueroom

    Joined:
    Feb 15, 2009
    Location:
    Toronto, Canada
    #20
    People should read the store's policy before hand.
    [​IMG]
     
  21. thread starter macrumors 6502

    Joined:
    Sep 2, 2012
    #21
    Read up a few posts. They credited me $78 as a courtesy credit. I'm very pleased with AT&T's customer service.
     
  22. macrumors 68030

    tymaster50

    Joined:
    Oct 3, 2012
    Location:
    New Jersey
    #22
    That is pretty surprising. You must have gotten a saint rep.
     
  23. macrumors regular

    Joined:
    Oct 5, 2012
    #23
    Maybe you should reevaluate your finances before splurging on a luxury item.
     
  24. thread starter macrumors 6502

    Joined:
    Sep 2, 2012
    #24
    Did I mention I purchased the 64GB iPhone 5 at no commitment? I'm sure your smart, do the math.
     
  25. macrumors 6502

    Joined:
    Aug 23, 2006
    #25
    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
     

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