I purchased an LG phone through AT&T for my son while he was at college. After just 4 months of ownership, we found that the phone had burned holes into the cover from the inside. This phone was barely used as my son only occassionally texts or makes calls. It was primarily for emergency purposes. Because it was only 4 months old, we were unable to trade it in for another phone with AT&T.
AT&T directed to work with LG Electronics directly and gave us the number for customer support. They directed us to send the phone in, and they would decide if it was a warranty issue and we should have something back in 3-4 weeks! Luckily I was able to get a loaner phone for my son to use for emergencies.
After 2 weeks, without any notice, documentation or explanation, LG sent us a phone which did not have the burn damage but had a display that was scratched to heck! Thought I thought they had sent us a re-furbished phone, I came to find out after phone calls and e-mails into the company that customer support believes we got our old phone back.
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