We don’t want to shame the front-line employees at the store and the warranty center here: “I totally didn’t drop it” is exactly what a person who dropped their phone and wants to weasel a new one out of their carrier would say. L.’s problem wasn’t a cracked screen, though.
I’m hoping you can assist with a warranty rejection. On June 22, 2013, I purchased a Samsung Galaxy S4, at the AT&T store at [redacted], for $199, at which time it was activated. I was extremely pleased with this phone. Yesterday, I checked the screen, but it remained black and would not light. Just 15 minutes before, I had used it with no problems.
I brought it to the same store where the manager pointed out a cracked screen, However, the glass was not cracked. The crack was visible on the display beneath the glass, in the upper right hand corner. I was told it was physical damage and therefore not covered by warranty, and if I wanted it replaced, it would cost $649.
I wish to dispute that, as it was never dropped or sat on or subjected to any physical stress whatsoever. It has been in a case since day one and is carried in a front pocket which holds no other items. I was directed to the AT&T warranty center at [redacted], where I was told the same thing. Today I phoned Customer Support, where I was greeted with sympathy, but no other help. I should point out that all AT&T employees were courteous and professional.
With AT&T, I have successfully used an iphone 4 and an iphone 5. My wife uses an iphone 4. Our long distance landline carrier is also AT&T. This is clearly a manufacturing defect. I am aware that many phone abusers will be untruthful when they claim the phone was not abused or stressed, but that is not the case here.
I believe the phone should be replaced at no charge. Hopefully, you can assist me. My relevant contact information is below.
Thank you in advance for your consideration.
Aspiring executive e-mail carpet bomb writers, take note: this message clocks in at under 300 words without L’s contact information. We did add a few paragraph breaks to make it easier to read.
What happened next? Within 24 hours, a lot happened. L. sent us an update:
Today, in less than 24 hours, I received a call from A&T, office of the president, apologizing for the inconvenience. They agree that this is a manufacturing defect and will replace the defective phone with an identical one, at no cost.
We later got another call form another AT&T officer apologizing. This kind of service and quick response is, in my opinion exceptional and should be praised.
That’s really excellent, and great that AT&T replaced the phone. But isn’t it sad that a company replacing a phone in use for less than a month that has a mechanical defect is considered “exceptional” service?