AT&T Wireless Complaint - Exchange Warranty Issues
I've been with AT&T for 8 years, the last couple years the quality of service has dramatically decreased. Often when I call I have had to wait on hold for over 1 hour. I frequently have dropped calls, my husband usually has more bars on Verizon. Recently, my phone just stopped working. The screen was black but the keys worked. I went online, it was late at night & did not have time to sit on hold for an hour. I completed the device troubleshooting questions as recommended & it stated that I was eligible for the warranty exchange program. I thought the phone was defective due to the results of the troubleshooting guide and had no other reason to think otherwise. I sent the phone back as instructed & received a replacement. I then received my defective back saying it had water damage & would not accept return of the new phone. I was then interrupted multiple times, I felt AT&T was calling me a liar. I honestly am not aware of how my phone could have gotten water damage in my purse.
I've not received a response & have sent multiple emails, tried to call but was put on hold again. I feel like I was deceived, that the troubleshooting guide was misleading, and now I have to pay.