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Island_Plumber's profile

Tutor

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14 Messages

Thursday, March 9th, 2023 11:07 PM

Brand new defective device and AT&t will not allow me to exchange

Got a brand new phone today and the battery only lasts for like 4 hours with nothing running. Tried to call AT&t and after 2 hours on the phone hung up without a replacement. They are trying to make me give them more money. Why do we have to contact the attorney general to complete a simple order?

Accepted Solution

Official Solution

Community Support

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225.6K Messages

9 months ago

Hello, @Island_Plumber! We understand how frustrating it can to not have a properly working device.

 

Thank you to the ACE for their helpful information!

 

The replacement device requires a separate purchase for the device, so sales tax would be charged for the new device. You would send the phone in, and once we receive it, you would get a refund through your original payment method. The refund would include the initial payment for the sales tax, may be reduced for the restocking fee.

 

We hope this information is helpful, and please let us know if you have any additional questions.

 

Thank you for reaching out to the AT&T Community Forums!

 

Rachel, AT&T Community Specialist

 

ACE - Sage

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113.5K Messages

9 months ago

Mailed to you or in store?

You have to return the defective phone first.  Then get a refund.  Then buy a new phone.  Just like it was a shirt or toaster.  

Tutor

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14 Messages

9 months ago

They are asking for more money 

ACE - Sage

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113.5K Messages

9 months ago

More money?  than what?  For what?

Did you ask to return the defective phone?

They won't refund till you return.  If you want another one sent first, you have to pay for it.   How does this not make sense?

Tutor

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14 Messages

9 months ago

Because I already paid. Not my fault it's defective. Just apply my payment to the new one you send out. Can't ask me to pay again when I still haven't gotten what I paid for. They want me to pay sales tax twice. I haven't received anything to be taxed on. 

New Member

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16 Messages

9 months ago

Restocking fee on a defective device!? 🙄

Tutor

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14 Messages

9 months ago

I understand that's your policy but I don't agree with it. I do not believe that it aligns with the laws in my state either.  This device needs to be replaced at no cost to me.

Consumer Goods and Maine Express and Implied Warranty Laws (PDF)

https://www.maine.gov/tools/whatsnew/attach.php?id=27922&an=1

Tutor

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14 Messages

9 months ago

I should also add that it took me complaining and going to multiple departments before I was even given this offer. At first they were trying to force me to pay a deductible and make an insurance claim. This is not a return subject to a restocking fee or an insurance claim subject to a deductible. I bought something and it doesn't work. You need to replace it at no cost to me. It's that simple.

Former Employee

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2.2K Messages

9 months ago

Just like anything else in the world. If you buy something and it doesn't work, you return it and THEN get a new item. It's not that hard to understand. 

Tutor

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14 Messages

9 months ago

No that's not how it works with cell phones. They send you a replacement device first so you are not stuck without a phone.

Their solution leaves me without a phone and out more money.

(edited)

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