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Normdwyer's profile



1 Message

Thursday, October 4th, 2018 10:04 PM

Damage phone return issues

On 9/22/2018 I ordered a refurbished iPhone 6 from AT&T. It shipped on 9/23 and arrived on 9/25. But the phone arrived damaged. The screen was separating from the case by what appeared to be battery swelling. I returned the phone the same day using the original packaging and provided return label.

That afternoon i spent 2-1/2 hours on both AT&T phone support and online chat support trying to get a commitment on a refund or replacement. The pricess was an endless run-around that ended in an attempt to connect me with a hardware support number that was no longer in service (?!).

By Monday Oct 1 I had not received any notification if the returned phone had been received. I called AT&T support and they confirmed that the phone was received and that a replacement would be sent out. I was told i would receive an email and text (?i have no phone?) when the new (refurbished) phone shipped. 

As of this afternoon, Thursday October 4, i have not received any email information about the replacement phone shipping. Nor have I received a replacement phone or refund. 

Please provide assistance with this issue. I would like this resolved as soon as possible. 

Community Support


232.7K Messages

6 years ago

Hello @Normdwyer!


In order to look into your case in more detail I'm sending you a private message (PM). Please click the Forums Inbox and verify your account details as requested in the message from ATTCares.


I look forward to assisting you!

Lar, AT&T Community Specialist

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