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

I purchased a defective iPhone 6s at an AT&T company store - I tried to return/exchange the phone within 24-hours and was told "AT&T CAN NOT exchange/return the phone because Apple will not allow them." Is this true!? If so, this is an incredibly inconvenient policy for Apple customers.

First the store told me, then I received this response on the AT&T message board (found here: https://forums.att.com/t5/Apple/Serious-issue-with-store-sales-and-conflicting-i nformation-from/m-p/4320823#M239134):

"They were correct with advising you that any Apple products that are found to be defective or need to be repaired or replaced have to go straight to Apple. This applies if the device was mailed out to you or as in your case, you found it had issues after the leaving the store. This is the agreement that AT&T had to make with Apple in order to offer these devices to our customers. If the device is defective you DO NOT have the option of only going to a store to have it replaced/fixed. It can be done via mail as well with Apple. This is where I believe the rep. stated it was incorrect that you have to go to an Apple store, as the option to mail the device is also available."

iPhone 6s

Posted on Oct 2, 2015 7:27 AM

19 replies

deggie

Level 10

167,525 points

Oct 2, 2015 9:09 PM in response to IdrisSeabright

They did not offer service on the iPhone 4 as I went with someone who had one and they were told to take it to an Apple Store or send it in for service. I do remember the rumor sites having stories when Verizon began handling their own service. None of the other other 3 majors do so. AT&T will exchange the phone within the first 14 days, it is just a matter of paperwork. I can't imagine that I could walk into a Verizon store on day 2 of buying one, walk in and hand them the phone they hand me a Galaxy Note and I walk out. I have been in an AT&T store when people have returned a phone on a subsidized plan and switched to an HTC. Do remember we are only getting one side of this story. I found it odd that the OP visited several Apple Stores to ask his question but didn't bother to have it serviced.

Oct 3, 2015 11:01 AM in response to deggie

deggie wrote:

They did not offer service on the iPhone 4 as I went with someone who had one and they were told to take it to an Apple Store or send it in for service. I do remember the rumor sites having stories when Verizon began handling their own service. None of the other other 3 majors do so. AT&T will exchange the phone within the first 14 days, it is just a matter of paperwork. I can't imagine that I could walk into a Verizon store on day 2 of buying one, walk in and hand them the phone they hand me a Galaxy Note and I walk out. I have been in an AT&T store when people have returned a phone on a subsidized plan and switched to an HTC. Do remember we are only getting one side of this story. I found it odd that the OP visited several Apple Stores to ask his question but didn't bother to have it serviced.

Verizon doesn't do onsite service for any manufacturer. However, they do warranty replacements for any phone they sell. The warranty work itself is handled through a third party company. I had my 4S replaced through Verizon's warranty. The replacement was shipped overnight. But, in the initial 14 days after purchase, the phone is exchanged for a new phone.

But, yeah, the OP's description of the issue is all a bit odd.

Oct 2, 2015 7:41 AM in response to boo5mer

Start here: https://www.apple.com/support/iphone/contact/

However, what about it is "defective"? Could be something we can assist with here.

roaminggnome

Level 10

106,401 points

Oct 3, 2015 11:00 AM in response to boo5mer

"You can request repair service from your carrier (except AT&T and Virgin Mobile), directly from Apple, or from a local Apple Authorized Service Provider."

From Apples support website

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