AT&T Phone Warranty Process

So my Galaxy S2 bit the dust a few days ago and I went to go get a new phone at the AT&T store as I thought my warranty had expired. The guy at the store was really helpful and looked my account up. Fortunately my warranty hadn’t expired (still had less than a week!) and he thought it was a good chance it was a manufacturer problem and suggested I try that before shelling out $500 for an S3.

I called the AT&T customer service phone number and told them all the troubleshooting steps I’d done. He wanted to make sure the water sensors were white and I had even told him that I’d taken it apart and the internal ones were white too as were the battery sensors. I hadn’t ever dropped it in the water and the most moisture it ever got on it was a few drops of rain and I used some glasses cleaner to clean the screen protector once. I was afraid that taking it apart would void the warranty but there were any seals saying so and he said that was fine.

He transferred me to the warranty department when he determined it was a good candidate for a warranty. The warranty guy went over a few things with me, said it could be the battery but didn’t think so. After about four minutes he had me set up for a replacement. He offered free shipping or two-day shipping which cost $14. I opted for the priority as I needed the phone for work.

The best part? I was on the phone less than 30 minutes total.

Monday morning the new one was on my doorstep and there was a USPS return label and everything so I just have to drop it at the post office instead of a FedEx facility.

All in all this was one of the easiest warranties I’ve done (and I work in IT so I warranty a lot of stuff). I didn’t have to argue or anything to get my phone replaced. The troubleshooting wasn’t retarded and they didn’t even make me buy a new battery to try. I got my phone a few days later and it was not in fact the battery that was the problem.

So if anything this has given me one more reason to keep AT&T as my cellular provider. I didn’t expect anything less. I’ve dealt with them in a professional capacity for over a decade now and have not once been disappointed in their other services or how quickly they were able to resolve any problems.

AT&T Wireless Warranty Process

This is just my notes on the process and a few particulars about your phone’s warranty.

  • First and foremost here’s the contact information for the AT&T Wireless Warranty Department from gethuman.com.  I can confirm this is the number I was given if I got disconnected.
  • They have to confirm your account so the account holder needs to be the one calling if possible. Your account number is typically your phone number. They are able to look your account up by any phone number on the account.
  • AT&T Stores have a one year warranty on every phone they sell it seems. So if it quits working in less than 365 days, you can get a new one.
  • They won’t warranty the phone if it has physical damage, or water damage. The little white dots inside will turn red if any water comes in contact with them. There are a lot of these inside the phone and one on the battery.
  • They want you to send the old one back in 14 days or they’ll charge your account the cost of the new phone. What this tells me is that it might be possible after the phone is out of warranty to buy a stock phone.
  • The phone they send is some sort of stock phone. It doesn’t have a battery, SIM card, or back (the battery cover) so you have to use these parts from the old phone.
  • There is free, cheap and expedited shipping. This goes on your bill. This cost me $15 for the faster delivery since I needed it.
  • There’s a 90 day warranty on the new phones. So when they send you the phone you have a 90 day warranty, or it’s under warranty until the end of your current warranty year. They use whichever is longer. So in my case since it was so close to the warranty year anyway, I got a three-month extension on the warranty. This is great customer service AT&T!

 

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