AT&T Wireless Warranty Dept. Customer Service Issues

Hello. I recently requested a warranty replacement for my phone and received a new device on September 1st after the original one was found to be defective. The company needed my account information as a precaution in case the defective phone wasn't returned. However, I was taken aback to discover that approximately $[redacted] was withdrawn from my account on September 6th. This was the same day I returned the faulty phone to the post office, as the weekend and Labor Day had delayed the return process.

Four or five days ago, my phone stopped working. The screen is black as if it's frozen. Despite trying everything, nothing seemed to fix it. I was close to filing an insurance claim for a replacement when an AT&T representative suggested checking my warranty first. After looking into it, I realized I would need to pay first with a credit or debit card, but the money would be refunded once they confirm the damage and accept the phone. However, it may take around five days to receive a replacement device, and it's not guaranteed to be a brand-new phone. I just want my phone replaced quickly. It has been five days since last Thursday (09/20/[redacted]) without a phone. I'm unsure whether to use my warranty or insurance. The phone has visible cosmetic damage with cracks and chips on the screen. I am puzzled why it takes longer with the warranty to get a replacement compared to less than 24 hours with insurance. I urgently need my phone and had to resort to this method as I have no phone to receive a call back. How long does it take to get a response via email? Thank you so much. - K. Holland

Hello, I am Joe Whitaker, a long-time customer of AT&T. I have witnessed the evolution from the first Motorola to the current Tetra Alcatel phone. However, I truly admire the quality of Apple phones. I am reaching out because I am interested in getting a refund for my Tetra Alcatel phone. Unlike my older phones, it lacks a protective flap for the charging port, which has caused issues with dirt and lint. I have always appreciated AT&T's service over the years and have not felt the need to switch to another network provider. I look forward to continuing to do business with AT&T, whether in Lafayette, LA, or Crestview, FL. Thank you for your assistance.

I recently spoke with a member of the ATT Warranty Team regarding a faulty device provided by Asurion. The representative assured me that a new phone would be sent to me within 1-2 business days. However, I have not yet received a confirmation email containing a tracking or confirmation number. This issue happened previously about 3 weeks ago, where the new phone was never dispatched. To prevent this from recurring, I am seeking confirmation of the replacement order and would appreciate an email with the necessary details to track the shipment.

I am experiencing issues with tracking a return box to the warranty department. The post office did not scan it in, and now I am being billed $[redacted] for a phone that is likely in their warehouse. There should be a legal solution for their inability to track the box and label. It is frustrating that they claim to have no other means to track the phone when there is a label created and linked to my account. This situation is beyond my control after dropping off the phone with a pre-fixed label and having it go missing or unscanned.

Dear Customer Service, I am reaching out regarding the return of a phone in early May due to performance issues. Despite being informed the phone had a cracked screen, local investigation revealed it was just the screen protector. After numerous calls to resolve the issue, I was requested to send photos of the "damaged" screen which were never addressed. Despite sending back the original phone and explaining the situation, we were still charged $[redacted] for the replacement phone. We have not received a refund or any communication since early June. As long-standing customers with a business account, we expect better service. We kindly request the $[redacted] credit be applied to our account promptly. The lack of resolution has left us considering transferring all our lines to a different provider. Your prompt attention to this matter is appreciated. Best, J.C.

I am a new customer with AT&T and I signed up less than a month ago. I purchased an iPhone 11, 64GB, which is malfunctioning. Despite taking it in store, to Apple, and contacting them almost daily, the issue remains unresolved. I believe this should be covered by my warranty. I have been in touch with Assurian regarding insurance, but they directed me back to warranty support. I am seeking a prompt replacement for my faulty device, as covered by my current warranty plan. It has been almost a month since I have been unable to use my phone, and I am eagerly awaiting a resolution or refund for this situation.