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

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

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.  

They are asking for more money 

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?

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. 

Restocking fee on a defective device!? 🙄

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

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.

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. 

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.