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ALaw's profile

New Member

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3 Messages

Sat, Jun 25, 2022 6:14 PM

PLEASE HELP - Defective S22 Ultra

Hello,

How are you? Stuff happens I get it. I was unfortunately bounced around for 5 hours on the phone yesterday with att customer support / warranty / technical / shipping, basically everyone, even 2 entities that aren't AT&t. After multiple confirmed diagnostics through screen share support with you guys, not only myself, but the technicians had determined there was a hardware issue and I needed to be sent a new device.

Unfortunately know one could send me a new device at the end and I was directed to my local att store. After arriving there at 10:30 today, they had also determined there should be a "DOA" which is a brand new white galaxy s22 ultra in place for this one. Bad news, they have none in stock, neither do the surrounding areas and were unable to order one to the store for me. 

This has now led me here, which I was recommended to come to for quick results. I still love you guys, it's ok. In fact, I'm in school right now for computer science and I feel like I have an affordable solution for this. This situation reminds me of a database system used to communicate very specific information but it returns null values. If you're hiring an intern, I'll fix this communication issue for you for free + travel expenses of course.

Other than that, could you please fix this issue for me? The phone won't recieve of 1-5mbps, no matter the wifi network it's connected to and frequently (hourly) cuts the internet out. This has been tested on multiple networks and analyzed by the 2-3 different technical departments with you (at&t). 

Thanks, Austin.

New Member

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3 Messages

2分前

Side note: The phone still has the plastic and is now...4-5 days brand new.

ACE - Sage

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98.8K Messages

2分前

First of all the community is largely customer populated not AT&T support. You may or may not get a reply from ATTHelp.

Even if you do it's likely to be the same generic reply that you're going to get from me.

Within the 14-day buyer's remorse you can either return the phone to AT&T and have them send you a replacement by mail, or you can exchange it at an AT&T corporate store.  

    If you wait till after the 14 days it then becomes a warranty exchange. A warranty exchange is unlikely to be a new phone, is very likely to be refurbished, is unlikely to be the same color as the device you purchased.

      So advice-wise:  return the phone.  

If AT&T is able to send you a replacement that's great.  

    It's not like there are other options if it's defective.

ATTHelp

Community Support

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196.2K Messages

2分前

Let us help you with your defective Samsung Galaxy S22, @ALaw.

 

If you have a defective device, and want to exchange or return you can! With our Buyers Remorse Exchange, you can return or exchange your device as long as its within the 14 day period. Before you send the device back, be sure to clear your personal data and disable all security features on your device. If you don’t, we may have to charge you the full cost of your device. Make sure you:

  • Back up your device.
  • Disable security features like Find My iPhone or Find My Mobile for Android.
  • Sign out of any cloud services.
  • Remove all passwords and user locks.
  • Erase all personal data like contacts, photos, and videos.
  • Remove any accessories or memory cards.
  • Reset the device to factory settings.
  • Remove your SIM or delete your eSIM.

Since there are no Samsung Galaxy S22 Ultra currently in stock at a store near you, we did check online and we do see that we have some devices in stock. Just let us know which color and capacity device you have, and we can help you order a new one and have it shipped to you. 

 

You may also try resetting your network settings in your device by swiping down from the Notification bar, then select the Settings icon > scroll to and select General management > select Reset > Reset network settings > Reset settings > select Reset to confirm.  

 

For additional troubleshooting tips with step by step help, visit our Device Support page.

 

Let us know how this works for you and if you would like us to help process your order. We look forward to your response. 

 

Clarissa, AT&T Community Specialist 

New Member

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3 Messages

2分前

Hey, unfortunately I called and went through thr dame steps. It still wouldn't work. Know one can process my return for some reason. Will you please get ahold of me?

ATTHelp

Community Support

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196.2K Messages

2分前

Hello @ALaw, we're here to help you with your defective S22 Ultra!

Let’s meet in a Direct Message to discuss exchanging your device further. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums) 

If your device was purchased at an AT&T retail store, you may return it to any AT&T retail store during the return and exchange period. Restocking and other fees may apply, see the return by device section above.

If you bought your device online at att.com or by phone from AT&T, you can return the device back to any AT&T retail store during the return and exchange period, or contact us to request a return shipping label. When mailing back your return, be sure to keep your tracking number.    

 

Keep an eye out for the DM. 

 

Crystal, AT&T Community Specialist 

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