AT&T Won't return my defective HTC One X

[teddyted2]

I'm having a major problem with AT&T right now.. I was in Miami a couple of weeks ago and my 2 yr old daughter threw my iphone in the ocean. I was able to retrive it but needless to say it was dead. I called AT&T and asked if they had a store nearby and they said there was an AT&T store nearby. I found it and bought a new HTC One X. Fast forward three weeks... I'm 5hrs into a 8hr roadtrip when the phone resets itself and won't turn on. Left it to charge overnight and still no luck. Called support and we tried a hard reset with no luck. Phone is basically a brick but I'm thinking no big deal, there are AT&T stores all over the place. I've got my reciept so I'll just bring it back. This is where it get's fun.. I go to AT&T in Minnesota and they tell me I have to return this phone to the store where I bought it. I explain that I'm not going to fly to Miami to return a phone, that I bought it from an AT&T store but I guess it was an AT&T store that is not owned by AT&T. I really don't care about the difference but it seems very decptive to have a store with a huge AT&T Logo, signage, etc..  and not disclose it's owned by a 3rd party. 

Further the reciept show's AT&T.. 

The reciept looks like AT&T... No mention of the fact that it's owned by some other company. 

The paperwork looks like it's AT&T

So the best part is that because the phone is less than 30 days old AT&T can't exchange it, I can't return it to Miami as I'm in Minnesota so they suggested I get a pre-paid phone and wait until 31 days then call them back. At that point they can swap out this BRAND NEW phone for a refurbshied one which will take another 4-5 days. So right now I'm looking at having some $40 gas station burner for the next three to four weeks. I've spend hours and hours on the phone with AT&T and all they can say is to wait 3-4 weeks? I'm calling the attorney general, filing a complaint with the FCC & BBB if someone can't figure out a way to fix this. Then I'm off to verizon. I've been really happy with AT&T and loyal for many many years but this is too much.. I just paid $250 to "upgrade" to a phone that broke in the first couple of weeks, to leave me stranded on a biz trip for three days without phone to call my family, employees, etc.. and they won't replace it becuase I bought it at an "Authorized Dealer" vs. an ATT Store but seriously how would I be able to tell that I did not buy this at an AT&T store? 

[youngjm ACE - Professor]

Send a private message to Jamileh.  http://forums.wireless.att.com/t5/user/viewprofilepage/user-id/2548143

She is a community Manager here who might be able to help you.

[ujmnz]

It says Authorized retailer in the front of the building, it says ATT, then USA wireless to the right of it with the words "authorized retailer" underneath USA wireless. You can barely see it in the first picture you posted. 

It's a tough situation to be in, as most people know about the return policies for authorized stores, but it does say authorized retailer in the front. 

[redpoint73 ACE - Wizard]

Wow, that stinks.  Despite the response above, I don't agree that "most people" know about the return policy for "authorized dealers".  I'm pretty knowledgeable about AT&T's policies, and I never knew this.  Its stated in AT&T terms, but most people don't read these things:

http://www.att.com/shop/legalterms.html?toskey=returnPolicy

Have you tried contacting the Miami store, to see if they can do anything?  Such as shipping the phone to them for exchange?  You might have to pay for shipping both ways.  But that might be preferable to getting a refurb.

[davidusr]

After dealing with "authorized retailers", for AT&T, and being sodomized by them, I make sure it's an AT&T store when I walk in. Not putting any fault on the OP, but this is how I learned the difference between AT&T, and AT&T authorized retailers. It's basically like buying A GE fridge from Sears, and returning it to Best Buy. But the Authorized Retailers shouldn't be so deceptive either, hiding behind the big AT&T logo.

[LarryM2011]

I hate to say it.. Verizon will not be any better and by far worse in the long run. I agree on talking to the store about a mail return yes it may cost you a bit BUT at least they could swap out an unopened phone for you ... Hopefully someone will read this and help from ATT.

I did an exchange that was approved by Customer service and the Rep at the corp. store told me it will cost. I said NO I was told something different. After a 10min run around I just agreed and said okay cancel the line and charge me the $35.00 fee and then I can buy it from Amazon and save money anyway.

I walked out with my white One X in hand being told no more exchanges. I was tempted to take it back to be a brat yet said oh the heck with it.

Best of luck

[dawgsoverrebs]

Yes absolutely call the store and work something out with them. I manage at an authorized retailer and we would be able to work something out with you including shipping.