Clarification on AT&T exchange policy, please


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  1. Dieabolical

    Dieabolical Member This Topic's Starter

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    I renewed my contract for two years on June 28th, and chose the HTC Aria at first. When the Captivate was released on July 18th, I decided to exhange my Aria for it. I really liked the phone, but had a few issues with it. So, I exhanged my initial Captivate for a newer model. It has been a much better phone for me, but still has a GPS lock issue. My question is: Does the 30 days start ticking when you sign the new contract agreement, or does it start by the last phone you acquire? The AT&T store would not take back my newer Captivate, saying "Its well apast the 30 day exchange policy that started on June 28th". Are they correct on what they are saying, or not?


    Thanks,
     

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  2. tsanuri

    tsanuri Well-Known Member

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    When you sign the contract. And unless the phone is defective you only get one chance to change to a different phone. After that is is straight exchanges.
     
  3. thejdubb02

    thejdubb02 Well-Known Member

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    Incorrect.

    When you sign a 2 year contract and get a phone at a discounted price you have 30days to return the device. If you choose to return it for a different device because you made a bad decision or just didn't like the phone there is a $35 restocking fee for returning the device. If you get another device, you still only have 30 days from the original phone purchase date. Not another 30 days starting from when you exchanged the phone.

    If within 30 days you want to exchange the device because it is defective, you can get the same model and color, with no restocking fee under the warranty policy.

    I hope this helps.
     
  4. rlb4

    rlb4 Well-Known Member

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    What if you bought the phone no contract? How often can you exchange(for same model) if not working properly?
     
  5. Ynomrah

    Ynomrah Well-Known Member

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    Same rules apply. Initial 30 days.

    So the answer to the Ops question is no you will not have a contract renewed with the exchanged phone.
     
  6. rlb4

    rlb4 Well-Known Member

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    So can I exchange multiple times without a restocking fee within the 30 days if I keep getting a defective phone?
     
  7. qwertyaas

    qwertyaas Well-Known Member

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    I believe so. Also, if after the few times if your phone still has issues (for example - Captivate with GPS issues), they should allow you to exchange for another phone without the restocking fee.
     
  8. Oridus

    Oridus Well-Known Member

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    Incorrect. They do not allow the constant exchange of devices for Manufacturer known issues (a.k.a Galaxy S GPS Issues). If it's not a known issue and just a fluke bug, then yes, within the 30 days, exchange to your heart's consent. Keep in mind though, it is ultimately the decision of the store's manager on how many times you can hot-swap replacements with no restock fee.
     
  9. qwertyaas

    qwertyaas Well-Known Member

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    According to AT&T, it is not a known issue though. Many people are having success after exchanging the phone. If the phone has issues and they refuse to exchange it for a working model, that will be a big issue.
     
  10. thejdubb02

    thejdubb02 Well-Known Member

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    Just expect that this issue will be handled by Samsung. We do not handle issues if they are known issues, which by this point it is know by just about every rep in the nation. I would bring this to the attention of Samsung or call the warranty department of AT&T and see if they will do anything. 1-800-801-1101 option 3 for warranty.
     

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