AT&T
ATT Returned Phone Destroyed — Charged For Damage

My entire family has cell phones through AT&T and has for about 10 years. One year ago, I purchased a Samsung Impression, excited about the idea of a smart phone. Within 3 months, the touch-pad on the phone had migrated, rendering it altogether useless unless I carried a contact booklet and had no desire to read or send text messages.

I called the warranty department and they sent me a new phone. I was pleased that the problem had been resolved, and didn't think anything of the problem again. That is, until 3 months later when the same issue recurred. I called the warranty department again. They replaced the phone again.

Another 3 months later, when the same issue popped up, I was understandably upset. I called the warranty department and went through the same steps. At this point, my family was already looking into switching to another provider, because the frustration was too much. When the replacement phone showed up, I sent mine back and put the replacement aside for safe keeping, electing to use an old phone I'd kept instead of taking my chances with the replacement.

Tonight, my old phone showed up at my front door, the touch screen ripped apart. This damage was not present when I sent the phone. A bill was enclosed for $250 for the replacement phone. I properly packaged the phone and sent it back without photos in good faith that AT&T would do the right thing, but I was sorely disappointed. I'm red with rage as I type this; AT&T is a backward company with shoddy ethics. Where is the consumer protection against this kind of fraud?!

Company: AT&T
Country: USA
State: Texas
City: Dallas
Site: att.com

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