AT&T Claims Apple Requires Customers Return/Exchange Defective New iPhone 6s at Apple Stores/Mail - Is This True!?

FWIW, I recently updated to an iPhone 6S at the AT&T Store. The sales person

did a pretty thorough test of it once initial power up and settings were made.

During this process he also stated that once the phone leaves the store, it is an Apple

warranty problem, which is why he was so thorough in the testing.

Fortunately, my 6S is still alive and well but I can verify your story with AT&T.

On the plus side, you should immediately contact Apple support by starting here:

http://www.apple.com/support/contact/

If you are already signed in here, click Get Started and you should see ypur

device listed. If not, you should see a box to fill in your device serial number.

You will see what support is available and how to get it.

At least with Applecare+, you can talk to a rep and typically, the will ship a

replacement phone with a prepaid return box for the old. Should work the same

while under standard warranty.

Based on what I found here:

http://www.att.com/esupport/article.jsp?sid=KB426714

there is a line specifically stating the following:

"

AT&T Warranty Support For Apple Products:

• Apple Branded Equipment is covered by Apple's one-year Limited Warranty. All warranty-related issues for Apple equipment including those during the first 14 days, are supported by Apple at www.apple.com/support, 1-800-MY-IPHONE, or Apple Retail.
• AT&T provides warranty support on AT&T Certified Like-New Devices."

So, reading other pages on the site as well, if the iPhone was fully functional,

it could be exchanged or returned for a refund. But if it is defective, the wording

of various documents would lead to believe the sales people were right.

That may be the case with AT&T, but it is not the case with other carriers (Verizon, for example) or most other Sellers. The comments - at least in terms of the explanation - sound suspect to me. but there is a definite reason I refuse to do business with AT&T: Its customer service is atrocious.

That being said, I'm not sure what it is you are expecting from this forum. It needs to be addressed with AT&T. Not something we can help you with on this forum.

This is a user to user support forum, so no, you will not likely hear directly from Apple. You will need to use the link provided, or visit an Apple Store (make an appointment).

What makes you think the phone is defective?

I have received defective iPhone 6s+ from T-Mobile. I went to Apple Store and got it replaced. It is valid since it is under warranty. Go to store and report your issue and get a new phone. Otherwise, you can also send it back to ATT. Getting a new phone from apple is much faster if you are staying near to the store.

I believe Verizon is the only cell provider that handles warranty work on iPhones and that only began recently. Has nothing at all to do with AT&T or their customer service and they are correct when they say this is per Apple's rules under their contract with them.

If the phone is less than 14 days old AT&T will agree to a return of the phone and cancellation of the transaction for a refund. They can then wait until their AT&T location gets a shipment of new phones in and buy a new one.

So you are saying that AT&T customer service is atrocious because they follow the rules Apple has set out? Weird logic.

Depending on how you purchased the phone through AT&T there are means to return it. If you were at a corporate store there is always a manager on duty, did you talk to them? Is this a subsidized phone, fully purchased phone or one on Next?

They cannot replace your phone if it is defective as a service swap. If you purchased it under the Next plan you will have to cancel that contract, return the phone, pay any penalty fees required and then start a new contract. If it is a subsidized phone different rules apply. It sounds to me that you asked to merely give them your defective iPhone and have them hand you a new one. That AT&T cannot do within their contract with Apple and they have never been able to do so beginning with the original iPhone that was sold exclusively through AT&T. Apple insisted that all service of the phones be handled through Apple and it has remained that way ever since. Again you can return the phone for a refund (within 14 days) cancel out whatever contract you have and then buy a new one. It may take 72 hours before you show to be able to purchase a new one.

Unfortunately at my age I have dealt with similar situations more often than I would like to remember. But AT&T is telling you the truth, all WARRANT service, even within 24 hours, must be done through Apple. If you want to go back and return the fund for a refund you can do so. Ask for a manger.

And the Apple employees at the stores in the area do not know what they are talking about. But maybe you asked the wrong question which would be, "Can AT&T handle warranty service on iPhones."

deggie wrote:

So you are saying that AT&T customer service is atrocious because they follow the rules Apple has set out?

No, I'm saying I am a former customer and from a customer service perspective, AT&T is awful.

If you were referring to Uverse I could agree with you. Back in ancient days I had AT&T Wireless when they had the Digital One Rate (switched from Southwestern Mobile Wireless) and the technology was great but the customer service was abysmal. When Cingular purchased AT&T Wireless I stayed on the AT&T side for a while but switched when I bought my Palm Treo which was just before AT&T Wireless went bye-bye forever. I never had a customer service issue with Cingular and haven't had one with AT&T Wireless after they and SBC retook the name.

Cingular I was quite satisfied with, but from the get go when AT&T took over, at least down this way, service was abysmal. The only thing worse than getting anything via phone was going into one of the store. Granted it has been a while, but I continue to hear horror stories from my colleagues and friends.

AT&T never took over, you have it backwards. Southwestern Bell Mobile became SBC and partnered with Bell South and two others to create Cingular. SBC bought the AT&T Long Distance unit and with it naming rights. Cingular purchased AT&T Wireless and took all the towers and technology but all customer service employees/facilities were let go. SBC bought Bell South and all other cell providers and took sole control of Cingular. For whatever marketing reason SBC decided to drop the names SBC and Cingular and use the name AT&T supposedly because it was more widely known. All that is left of AT&T Wireless is the tower leases. So if you were upset with AT&T in your area you were actually upset with Cingular.

deggie wrote:

I believe Verizon is the only cell provider that handles warranty work on iPhones and that only began recently.

To the best of my knowledge, Verizon has offered warranty service on iPhones since they started selling them. During the first 14 days after purchase, Apple will send Verizon customers back to Verizon for replacement if the phone was originally purchased from Verizon. After that, the customer has the option to either have Verizon replace the phone or Apple. During the first 14 days, Verizon will exchange the phone (they do this with any make of phone) for a brand new replacement (regardless of whether it's Device Payment or subsidized). I'm very surprised to hear that AT&T doesn't do something similar.