I am having a dispute with the AT&T warranty department. I have never dealt with a warranty before and it has been unbelievably horrible! In early March of 2015, my husband's cell phone quit charging. He is an over the road truck driver and must have a phone at all times. I called AT&T and they told me to talk to the warranty department. So I talked to a lady who asked me all kinds of questions about the phone and then she deemed that he should receive a replacement phone. We received the replacement phone and sent the other phone, with no battery or back cover, back to the warranty dept., as we were told to do. Several weeks later, the old phone comes back in the mail with a letter saying the phone was, "cracked, damaged, smashed, chewed plastics/faceplate." At the bottom of the phone, near the charging port there was a tiny black dot, the size of a lead pencil tip which must have been normal wear and tear. There was a little red arrow sticker pointing to this tiny black speck. Included with the phone was a letter saying that we now owed $419 for the replacement phone they had sent us. I called the warranty dept. and talked to a girl and I said if I had known they were going to do that, iwould have just turned it into insurance. She said to send the phone back. I am not sure to this day, but I assumed she meant the original phone that they had just sent back to us. I paid to ship it back to the same address where it came from and included a copy of their letter along with a long letter of my own explaining everything. Then neard nothing. Weeks later, with the $419 showing on my billing statement now, I called the warranty department and was met with no help what so ever. I told them that if they were going to charge me the $419, then I wanted my phone back that I shipped to them because I was told to ship it to them. A person, Elisha, got on the phone with me and was not very great at customer service. He told me they would never be able to find my phone that I shipped back to them and I never should have shipped it, that the girl meant I should ship back the replacement phone. I left that conversation because it was so frustrating, got on chat with AT&T, got a nice girl who was very apologetic, had a guy from warranty call me and he basically said, too bad, you are going to pay the $419 and there's nothing you can do about it. I tried calling again today, talked to a lady, told her the whole story, then our call got dropped, and do you think she would call me back so we could continue the conversation? Of course not! I don't know what else to do...I want to dispute this charge and can't even do that!
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