Permalink Submitted by Xiaowei Li (not verified) on December 15, 2015 - 2:32pm
About a month ago, my Galaxy S6 Edge phone stopped working. So I contacted AT&T customer service. They sent me a new one and asked me to return the defective one since it was under warranty. Today I received my defective phone along with a letter stating that it was water damaged because the liquid indicator was activated, and $606 was charged on my bill. I am 100% sure the phone did not had any contact with any liquid during my pocession. My phone stopped working overnight. I have a witness who can prove that the phone stopped working as it was, not because of any contact with liquid.
The indicator was activated does not mean the phone was water damaged within my procession, it can be activated when AT&T received it, or it was defective as well. I talked to a customer service warranty dept representative and a manager today. They kept telling me it has liquid damage, which was something I did not do, and if I don't pay the full amount they will disconnect my service and going to debt collection. Pretty offensive. If there was a liquid damage why would I ask to return the phone. I would have just gone through insurance or purchase another phone. I am extremely disappointed at how my issue was being handled after being a customer of AT&T for over 11 years.
If this issue can not be resolved, I will file a complaint to Federal Communication Commission, Consumer Affairs, and Hissing Kitty, and start with other mobile providers.
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Defective device return not under covered by warranty
About a month ago, my Galaxy S6 Edge phone stopped working. So I contacted AT&T customer service. They sent me a new one and asked me to return the defective one since it was under warranty. Today I received my defective phone along with a letter stating that it was water damaged because the liquid indicator was activated, and $606 was charged on my bill. I am 100% sure the phone did not had any contact with any liquid during my pocession. My phone stopped working overnight. I have a witness who can prove that the phone stopped working as it was, not because of any contact with liquid.
The indicator was activated does not mean the phone was water damaged within my procession, it can be activated when AT&T received it, or it was defective as well. I talked to a customer service warranty dept representative and a manager today. They kept telling me it has liquid damage, which was something I did not do, and if I don't pay the full amount they will disconnect my service and going to debt collection. Pretty offensive. If there was a liquid damage why would I ask to return the phone. I would have just gone through insurance or purchase another phone. I am extremely disappointed at how my issue was being handled after being a customer of AT&T for over 11 years.
If this issue can not be resolved, I will file a complaint to Federal Communication Commission, Consumer Affairs, and Hissing Kitty, and start with other mobile providers.