As an at&t employee let me clear up some confusion...if the phone doesnt work right from the start (you did not leave the store with it) then at&t will replace it...this is called an obf or out of box failure...if you step foot out the door and even 10 minutes later it does not work then that becomes apples problem...this has been the case since the iphone 3g!
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AT&T won't let me exchange defective iPhone 5 for a new one?
- Thread starter BlueMoonForever
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Well at my store they have always exchanged defective units right out of the box up until now. As I mentioned in a previous post I actually received quite a few over the years from this store. They always exchanged it as long as I had my receipt. This went for any smartphone.
Well haven't seen you do it yet!
I just went through this exact problem today. I ordered online a new iPhone 5 from AT&T to upgrade my old iPhone 3. It arrived yesterday afternoon. It became immediately clear that it was defective right out of the box because the ear speaker was not working. On a call the caller could hear me fine. I could not hear them at all -- unless I placed them on speakerphone. Silly me, I was certain that my local corporate AT&T store would simply swap me for a new one. That was not to be. I was very unapologetically told my defective iPhone, which they (AT&T) had just sold me, was Apple's problem, not theirs. With steam coming out of my ears I went home and called Apple Support. They told me the AT&T store lady was wrong and that they should swap it if less than 14 since purchase (it had been one day since delivery). So I called AT&T customer service and they CONFIRMED what Apple said. I then used AT&T online chat to GET THAT IN WRITING before going back to the AT&T store. And for good measure I called AT&T customer service AGAIN to confirm (and secretly recorded the call so I could play it back to the store lady). But this THIRD AT&T person said the store lady was CORRECT and that it was between me and Apple. He got an Apple person on the phone and this SECOND Apple person confirmed that was the policy. The moment it leaves AT&T's hands it is Apple's problem. The Apple rep (he was very nice) walked me through a reset and a restore, none of which worked. And then he explained my options: 1. Take it to an Apple store and, provided they had one of the exact same models in stock, they just might swap me. 2. Send Apple the phone and they would mail me a new one back- assume 7-10 days. 3. For $29 and temporary $750 hold on my card they would Fedex me a new phone and remove the hold when I returned the bad one. 4. Buy an Apple Care Plan for $69 or $99 (depending on features) and they would provide option 3 for free.
I went with option #3 since the closest Apple store is 2 hours roundtrip and there was no guarantee I would get a new phone. Bottom line? NEVER buy a phone from AT&T by phone or online. Only buy it in the store and MAKE CERTAIN it works PERFECTLY before you leave the store. Better yet...go with VERIZON since AT&T customer service SUCKS badly. As you can see from my experience both Apple and AT&T staff were unclear about the defective device return policy.
I went with option #3 since the closest Apple store is 2 hours roundtrip and there was no guarantee I would get a new phone. Bottom line? NEVER buy a phone from AT&T by phone or online. Only buy it in the store and MAKE CERTAIN it works PERFECTLY before you leave the store. Better yet...go with VERIZON since AT&T customer service SUCKS badly. As you can see from my experience both Apple and AT&T staff were unclear about the defective device return policy.
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I can't believe it but I would side with AT&T here. Dealing with Apple hardware is entirely different than other cell phone manufacturers. Remember it is Apple's hardware, AT&T sells the cell service. AT&T and other carriers might have received a memo from Apple to send requests for returns to either an Apple store or call Apple care.
When my 3G (that I purchased from an AT&T store) had a hardware issue I went to an Apple store. At no time did it cross my mind AT&T had to replace the hardware.
Lastly just because you didn't get what you wanted initially doesn't make the floor sales reps incompetent and rude. Try working retail with the public once and you would realize what these people have to put up with on a daily basis.
When my 3G (that I purchased from an AT&T store) had a hardware issue I went to an Apple store. At no time did it cross my mind AT&T had to replace the hardware.
Lastly just because you didn't get what you wanted initially doesn't make the floor sales reps incompetent and rude. Try working retail with the public once and you would realize what these people have to put up with on a daily basis.
Wirelessly posted
I almost got the same result today, but he said since I got it so recently and I proved my screen issue to him that he'd ask his manager and the manager cleared it. Got a brand new iPhone 5 replacement and no restocking fee. Sounds like its partly to their discretion.
I almost got the same result today, but he said since I got it so recently and I proved my screen issue to him that he'd ask his manager and the manager cleared it. Got a brand new iPhone 5 replacement and no restocking fee. Sounds like its partly to their discretion.
So for all of that trouble you only scored a net of $43? Considering you still don't have the phone you want, plus all of the badgering you had to try with the manager I'd say you got the short end of the stick... It's bad that the nearest apple store is so far away. Have you gotten the phone you want yet?
I'm not surprised. AT&T has made it clear that they don't interfere with Apple hardware problems, even if you just bought it. Of course, since the nearest Apple store is far from you, it's not fair to you and they should have not charged you the restocking fee.
In most areas, it's as easy as walking to the other end of the mall to go to the Apple store
In most areas, it's as easy as walking to the other end of the mall to go to the Apple store
Is this true? Because I bought my iPhone 5 from Verizon and wanted to exchange for a phone with a higher storage capacity, and when I called apple they said I would have to go to a Verizon store and exchange it.
Yes it is true for defective iPhones. Your device warranty is provided by Apple.
In your case you want to do an exchange for a different device ( color or capacity ). That's why Apple is telling you to return to Verizon. Verizon has a 14 day return / exchange policy.
source: http://www.verizonwireless.com/b2c/support/return-policy
Dave
I returned it and paid the $35 restocking fee but got it waived by Customer Care. AT&T customer care is great btw.
Anyway, I think I'm going to go back to the store to buy a new iPhone 5. Hopefully it will be problem free. However, before i swipe my card, I will be thoroughly checking the phone for the following:
LOOSE SLEEP WAKE BUTTON
Loose home button
Test speaker
Test headphone jack
Examine phone for manufacture defects
Pretty much the whole 9 yards. Paying full retail, entitles me to that, as it won't be cheap. I shouldn't have to settle for a loose sleep wake button when the next guy gets one that is firm.
Anyway, I think I'm going to go back to the store to buy a new iPhone 5. Hopefully it will be problem free. However, before i swipe my card, I will be thoroughly checking the phone for the following:
LOOSE SLEEP WAKE BUTTON
Loose home button
Test speaker
Test headphone jack
Examine phone for manufacture defects
Pretty much the whole 9 yards. Paying full retail, entitles me to that, as it won't be cheap. I shouldn't have to settle for a loose sleep wake button when the next guy gets one that is firm.