Carrier AT&T Sucks. Leave them if u can.

[aneftp]

I’ve been with Cingular/att for 14 plus years. The restocking fee thing I get. But that’s buyers remorse.

I do agree if unit is defective. They should switch it out. But it’s tricky. Because if it were a non Apple cellular device att could switch it out. But since it’s Apple. Apple requires the unit be looked and replaced by Apple. That’s an att/Apple agreement.

But I do agree att can be dumb with returns. The Corp att store tried to charge me a $45 restocking fee last year for UNOPENED IPHONE X. Yes. U heard that right. I ordered from att and on att website they said I could return to any att corp physical store. But I found out the iPhone X was a gsm only model after it shipped. I didn’t want it. Cause I wanted the Qualcomm cdma/gsm iPhone X.

It was a pain. I had to drive to att store 20 min Away that would accept my unopened iPhone.

 

[mdlooker]

Yeah, that seems a bit too hands off on the carrier's part imo. They agree to sell the phones on behalf of Apple for their benefit of gaining/keeping customers but are completely hands off and charge a rigid "restocking fee" to the customer for something they had no control of and interrupts the functionality of the phone. Seems like mgmt can just get that removed.

 

[1144557]

Yeah, that seems a bit too hands off on the carrier's part imo. They agree to sell the phones on behalf of Apple for their benefit of gaining/keeping customers but are completely hands off and charge a rigid "restocking fee" to the customer for something they had no control of and interrupts the functionality of the phone. Seems like mgmt can just get that removed.

To be fair it's also potentially for the carrier's protection. Im SURE there are scenarios where untrained salespeople are a carrier store cannot analyze a return phone to makes sure it's not customer damaged.

Not saying that IS how it goes, but could be one potential issue. No one knows what the contract between carrier and Apple says. What the restocking fee actually pays for is unknown. Maybe the time swiping the device out (labor) and shipping it to Apple

But regardless, if that's the policy that's the carrier policy per the Apple contract. Sour grapes isn't going to change that.

 

[mpavilion]

To be fair it's also potentially for the carrier's protection. Apple is extremely picky with its own hardware. Say: Carrier accepts the exchange and gives a new phone to customer, and obviously are not Apple experts by any means to analyze the returned hardware. Carrier sends used phone to Apple. Apple discovers phone is actually damaged and customer should not have gotten any warrant exchange. Carrier is billed for device cost or worse in breach of its contract with Apple.

Not saying that IS how it goes, but could be one potential issue. No one knows what the contract between carrier and Apple says.

But if that's the policy that's the carrier policy per the Apple contract then it is. Sour grapes isn't going to change that.

It doesn’t seem to be AT&T’s policy to charge a customer for a warranty exhange; so if a rep is demanding a restocking fee, “sour grapes” are certainly warranted.

 

[1144557]

It doesn’t seem to be AT&T’s policy to charge a customer for a warranty exhange; so if a rep is demanding a restocking fee, “sour grapes” are certainly warranted.

And the link you posted says nothing about in-store warranty exchange at all; thus it is likely discretion. It DOES however say (with no other methods mentioned) you call them and they put a hold on your credit card and ship a new device; same as Apple.

Make a warranty exchange
Contact us to do a warranty exchange. Be sure to call on a phone that isn’t the one you’re having problems with.

When you call us:

• We make the warranty exchange on behalf of the device manufacturer. Check your device manual or contact the manufacturer for warranty info.
• We’ll charge your credit or debit card for the full value of the replacement device being shipped. You’ll get that amount credited when you send back your defective device.
• We’ll send you an AT&T Certified Restored device as a warranty replacement. It can take up to 6 business days to arrive, but you can get faster delivery with priority shipping (1-2 business days) for $14.95. You won’t have to sign for your package.
• You can always check the status of your warranty exchange order online.

AND you may get a refurbished device (if any exist which Id bet they do already).

So one can beat around the bush 10 more times and wack semantics, but a credit card hold is the only firmly written policy with ATT or Apple; or go to an Apple store. In the hours of this argued in circles one could have walked to the Apple store, agreed to the CC hold from Apple, or paid the $45 and done something better with the time

 

[mpavilion]

And the link you posted says nothing about in-store warranty exchange at all; thus it is likely discretion. It DOES however say (with no other methods mentioned) you call them and they put a hold on your credit card and ship a new device; same as Apple.

Make a warranty exchange
Contact us to do a warranty exchange. Be sure to call on a phone that isn’t the one you’re having problems with.

When you call us:

• We make the warranty exchange on behalf of the device manufacturer. Check your device manual or contact the manufacturer for warranty info.
• We’ll charge your credit or debit card for the full value of the replacement device being shipped. You’ll get that amount credited when you send back your defective device.
• We’ll send you an AT&T Certified Restored device as a warranty replacement. It can take up to 6 business days to arrive, but you can get faster delivery with priority shipping (1-2 business days) for $14.95. You won’t have to sign for your package.
• You can always check the status of your warranty exchange order online.

AND you may get a refurbished device (if any exist which Id bet they do already).

So one can beat around the bush 10 more times and wack semantics, but a credit card hold is the only firmly written policy with ATT or Apple; or go to an Apple store.

You’re making my point — if ATT has no written policy saying a restocking fee applies when exchanging a defective device in the warranty period, and yet an agent can arbitrarily decide to impose a fee in that situation, they’re a terrible carrier which consumers should be warned against. I’m thankful the OP raised this issue.

 

[borgranta]

AT&T will not swap out a defective XS without a $45 restocking fee (been 8 days). They claim all hardware issues have to handle by APPLE, which is ********. I could buy the phone from Best Buy and not have that issue. The problem is the phone was purchased for my daughter who is in a town with no Apple Store (College). To use Apple, I would have to put another $1100 hold on a credit card to have them ship a phone. I could always have her drive to the nearest Apple Store 100 miles away but that would be using more money that the $45 fee. That's BS.

The reason I don't want an $1100 hold on my credit card......is the last time I did something like that, it didn't go well.

Charging a Restocking fee is likely illegal based on the information at the following link
http://www.consumerprotectionlawfir...nsumer-complaints/illegal-restocking-fees.htm
[doublepost=1538275494][/doublepost]

Um.....it is my daughter. She has the phone. She will probably just pay the $45. Look....I don't care about the $45, it is the Principle of the BS policy. I have to PAY YOU to take back the DEFECTIVE PHONE YOU SOLD ME>?
[doublepost=1538257562][/doublepost]

The phone display turns off for minutes at a time and will not turn back on. No response from buttons or taps on the screen. And yes, it is fully charged.

If she pays the $45 using a credit or debit card she can then later dispute he charge on the grounds that it is illegal to charge restocking on defective merchandise.
http://www.consumerprotectionlawfir...nsumer-complaints/illegal-restocking-fees.htm

 

[1144557]

You’re making my point — if ATT has no written policy saying a restocking fee applies when exchanging a defective device in the warranty period, and yet an agent can arbitrarily decide to impose a fee in that situation, they’re a terrible carrier which consumers should be warned against. I’m thankful the OP raised this issue.

No, that's not what it means. It says NOTHING that ATT will do ANY warranty exchange for ANY type of device in store at all. Nowhere does it say the words "in store" if you want to get to the nitty of wording.

I suspect the ATT rep was confused/ignorant and referring to returning the defective device and buying new; that is all ATT can do in store for the issue.

You can 1) follow the directions I quoted from your link, call ATT, they put a hold on your card and ship a device; 2) same as 1 but with Apple direct; or 3) go to Apple store.

But I get it, your vendetta against ATT is clearly strong and no amount of reason or logic will sink in, so won'tnt waste my time replying to you further.

 

[twennywonn]

Threaten to leave them unless waive and do it if don’t. Always buy from Apple unless get some very good price but know that you are under the carriers terms.

A carrier store won't be motivated by threatening to leave. You could call retentions and get them to apply a bill credit to offset it through almost for certain.

 

[mpavilion]

No, that's not what it means. It says NOTHING that ATT will do ANY warranty exchange for ANY type of device in store at all. Nowhere does it say the words "in store" if you want to get to the nitty of wording.

I suspect the ATT rep was confused/ignorant and referring to returning the defective device and buying new; that is all ATT can do in store for the issue.

You can 1) follow the directions I quoted from your link, call ATT, they put a hold on your card and ship a device; 2) same as 1 but with Apple direct; or 3) go to Apple store.

But I get it, your vendetta against ATT is clearly strong and no amount of reason or logic will sink in, so won'tnt waste my time replying to you further.

I don’t have any “vendetta”; I’m a TMO customer who has been considering a switch to ATT (as I mentioned above). In fact — if it will be helpful in defending against your attack on my motivations — ATT is already my Internet & TV provider (which is another reason I’m considering a switch to AT&T Mobility — the bundle discount).

As for the “in store” part of your analysis — ATT’s policy says the following:

• We’ll charge your credit or debit card for the full value of the replacement device being shipped. You’ll get that amount credited when you send back your defective device.

This seems similar to Apple’s policy (as quoted by the OP), so I’m not sure how he can avoid a hold on his card if the phone is exchanged by mail (instead of in store). But if ATT tries to impose a restocking fee, in either scenario, they are possibly violating state law (depending on the store location):

Although state laws vary, restocking fees are generally illegal if:

° They are being charged in connection with the return of defective merchandise;

— and are certainly behaving differently than TMO does in this situation (at least in my 15+ years of experience with that carrier).

 

[bushman4]

AT&T does not appreciate its customers! At one time their service was very good and now they're nickle and diming the customers. Speeds have decreased., customer service is poor at best and their plans offer no value compared to Verizon and T mobile
When the quarterly earnings report comes out in October the numbers will tell the story.

 

[Steve686]

Send her a phone to use. Any kicker.

Have her send the phone to Apple.

Not seeing what the major issue is. She can’t selfie with the latest and greatest for a week?

I have 3 teenage nieces. I’ve seen them survive without a phone for 2 weeks after they’ve lost one. True story.

 

[1144557]

I do agree if unit is defective. They should switch it out. But it’s tricky. Because if it were a non Apple cellular device att could switch it out. But since it’s Apple. Apple requires the unit be looked and replaced by Apple. That’s an att/Apple agreement.

It's not worth wasting your breath on facts, the pitchforks are already out. It's clearly too hard to understand this is how Apple wants and requires it via contract with the carriers, and not the (ANY) carrier's fault.

Send her a phone to use. Any kicker.

Have her send the phone to Apple.

Not seeing what the major issue is. She can’t selfie with the latest and greatest for a week?

I have 3 teenage nieces. I’ve seen them survive without a phone for 2 weeks after they’ve lost one. True story.

Perish the thought. I somehow survived in elementary, middle and most of high school (including starting to drive at 16) without a cell phone; I think my first was a Startac or Nextel i1000 at the very end of highschool when they came out. And made it through undergrad without a smartphone.

Hundreds of millions have made it through worse in life without a cell phone.

Get a $20 prepaid flip that works on the network as a backup emergency phone to use and send it in for an exchange if no other logical choices work. No one in their right mind is sending a new $1000 phone first without a CC hold in case the old one doesnt come back.

 

[Zimmy68]

I can't blame AT&T for combating against the lookie lous and tire kickers who all run to the forum with "Mine has a yellow tint", it doesn't charge right, the LTE stinks, dust in my camera, etc.
They were probably sick of the guy who keeps returning 5 phones until they get a perfect one.
The real solution is have a one return per year or device without a charge.
If you come back and say, this LTE stinks too, let me try another, now you have skin in the game and have to pay for it.

 

[1144557]

I can't blame AT&T for combating against the lookie lous and tire kickers who all run to the forum with "Mine has a yellow tint", it doesn't charge right, the LTE stinks, dust in my camera, etc.
They were probably sick of the guy who keeps returning 5 phones until they get a perfect one.
The real solution is have a one return per year or device without a charge.
If you come back and say, this LTE stinks too, let me try another, now you have skin in the game and have to pay for it.

Of course. And people still don't seem to get it that there is no legal requirement to do an exchange by a reseller, period. The reseller can simply point the consumer to the good manufacturer for warranty issues. EVERYTHING between customer and reseller is governed by contractual terms, the reseller's exchange policy generally; the seller in all states I'm aware of can simply disclose the no exchanges or refunds clause on a sign or the receipt depending on state and that's it (some states require zero disclosures).

ATT has no "duty" to exchange an iphone in-store; they can point the customer to Apple. If a local store CHOOSES to do it in their store that is their discretion. Per my posts #80 & #83 above, the ONLY option ATT lists is the same Apple does; we put a hold on your card, ship new phone, ship old phone back, hold comes off. Will they do it with iphones? Who knows. I have no clue what ATT's lengthy contract with Apple states. Apple may not provide carriers with units to even do swaps (more than their general for sale stock) in-store and rather the customer go through Apple direct.

Complaining how bad the carrier is because of their policy is nonsense fist pounding. APPLE ITSELF may have set this policy, we simply have no idea.

My best guess why ATT said restocking fee is in-store they will ONLY accept a full return and repurchase; they are not considering it a warranty exchange as they dont do those in stores by any of their documentation, only by mail (and can give you a refurb).

 

[metzy25]

AT&T will not swap out a defective XS without a $45 restocking fee (been 8 days). They claim all hardware issues have to handle by APPLE, which is ********. I could buy the phone from Best Buy and not have that issue. The problem is the phone was purchased for my daughter who is in a town with no Apple Store (College). To use Apple, I would have to put another $1100 hold on a credit card to have them ship a phone. I could always have her drive to the nearest Apple Store 100 miles away but that would be using more money that the $45 fee. That's BS.

The reason I don't want an $1100 hold on my credit card......is the last time I did something like that, it didn't go well.

Anything hardware related has to go to Apple even if within the 14 days. If you were exchanging it for a completely different, that would be a different story.
[doublepost=1538317242][/doublepost]

Wrong. AT&T will charge a restocking fee in-store or thru their online/phone support. I understand why Apple does it. AT&T has a store in the town where she is, it is less than 14 days.....why can't they swap for free? Other retailers do it? This is ATT, with their ****** ass support, trying to make money off things others do for free. It is called CUSTOMER SERVICE. As for switch, cannot switch the 3 other lines without taking a big hit upfront.

My problem is not with Apple. It is with AT&T.

By the way, Best Buy has restocking fees as well.

 

[mpavilion]

It's not worth wasting your breath on facts, the pitchforks are already out. It's clearly too hard to understand this is how Apple wants and requires it via contract with the carriers, and not the (ANY) carrier's fault.

Complaining how bad the carrier is because of their policy is nonsense fist pounding. APPLE ITSELF may have set this policy, we simply have no idea.

It’s not Apple policy, b/c TMO swaps defective iPhones with no restocking fee.

If it’s Apple policy for AT&T only, then this fact supports the OP’s recommendation — avoid buying a phone from AT&T.

 

[George Knighton]

It's actual coverage and performance that moved me away from AT&T.

Years ago I switched from Verizon to AT&T because an area I had to start living, working and traveling had better coverage with AT&T.

Then with the advent of Band 12 and then Band 71, I moved to T-Mobile because they were suddenly every bit as competitive with coverage, and their aggressive price plans for older people was the clincher.

 

[mpavilion]

Anything hardware related has to go to Apple even if within the 14 days. If you were exchanging it for a completely different, that would be a different story.

Not on other carriers.

 

[metzy25]

You understand that att is only providing the service, correct? I have been an att employee for the last 10 years and there policy on defective units with Apple devices has always been the same(taking it to the Apple store) it has never been any different. If it’s a Samsung device or any other device it would have been handled in store. Even the paper work that shows your next agreement says it needs to be taken to the Apple store. That’s your agreement. You signed it. By the way, that’s the agreement Apple made with att, not the agreement att made with Apple.

 

[mpavilion]

You understand that att is only providing the service, correct? I have been an att employee for the last 10 years and there policy on defective units with Apple devices has always been the same(taking it to the Apple store) it has never been any different. If it’s a Samsung device or any other device it would have been handled in store. Even the paper work that shows your next agreement says it needs to be taken to the Apple store. That’s your agreement. You signed it. By the way, that’s the agreement Apple made with att, not the agreement att made with Apple.

So if you buy an iPhone from AT&T in a state with no Apple Store, you have to deal with Apple via phone/mail on exchanges? AT&T is sounding worse & worse!

 

[ET iPhone Home]

This is why I always buy Sim-Free directly from Apple right after the 4S.

 

[ET3SW]

Anything hardware related has to go to Apple even if within the 14 days. If you were exchanging it for a completely different, that would be a different story.
[doublepost=1538317242][/doublepost]
By the way, Best Buy has restocking fees as well.

That is not true. If you bought anything from Best Buy and got home and it didn’t work you would bring it back to Best Buy. They would not charge you a restocking fee for a defective item. That would be retarded

 

[TooDarkPark]

You understand that att is only providing the service, correct? I have been an att employee for the last 10 years and there policy on defective units with Apple devices has always been the same(taking it to the Apple store) it has never been any different. If it’s a Samsung device or any other device it would have been handled in store. Even the paper work that shows your next agreement says it needs to be taken to the Apple store. That’s your agreement. You signed it. By the way, that’s the agreement Apple made with att, not the agreement att made with Apple.

Back when the 3GS was the current iPhone, I ordered one online through the AT&T website. It arrived but had a distorted earpiece audio problem. Took it to AT&T and got a brand new in box exchange. It took less then 5 minutes and there was no charge.

I haven't had to return an iPhone since then.

 

[joeshmo2010]

So if you buy an iPhone from AT&T in a state with no Apple Store, you have to deal with Apple via phone/mail on exchanges? AT&T is sounding worse & worse!

This is an apple rule. Not AT&T. The reason OP is facing a restocking fee is because the transaction is to return the old phone and purchase a new one, or do an even exchange depending on the original purchase method. They don’t do warranty exchangers like apple does. Because Apple handles that, not carriers. OP’s situation sucks, yes. But he’s being difficult by not taking advantage of all of his options. You can’t blame the carrier or apple for that.