Warranty for electronic goods - USA


Mahone
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So, I've just moved stateside permanently, been here since Friday. On Saturday, my wife and I each bought a Samsung mobile/cell phone via AT&T. The smart phone I purchased is a little on the pricey side, but it's necessary in my line of work to have many of the features that come with this device.

 

On the Saturday night, merely a few hours after purchasing it, I rotated the phone, and with the difference in direction that the light was being reflected, I noticed a hairline crack from top to bottom on the screen. I'm pretty sure it was there at the time of purchase, as I haven't dropped or abused the phone in any way - it's barely been touched. I wouldn't have noticed at the time of purchase because it's not obvious until you rotated the phone to a certain degree.

 

The phone can be insured within 30 days of purchase, but has a $200 deductible. Not really what I want to have to pay when we're both currently unemployed due to the recent move.

 

What is the warranty like for electronic goods/phones in the states? Will they accept my claim that the damage was there at point of sale?

 

Thanks

Edited by Mahone
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Go to your AT&T store where you purchased it, with the receipt and show them the crack. You should have a limited warranty of 90 days to one year that should include any defects. 

 

If they say you don't, have them show you where they are getting this information. Be sure to bring everything pertaining to this phone with you. Perhaps the packaging will show how the phone got the crack. There should be a regular warranty card in the packaging - or it is the first or last page of the directions booklet. 

 

Anything electronic where the packaging looks crunched, opened and re-taped, then don't purchase it. 

 

Good luck ~ 

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I have heard that some states have specific laws that allow any new customer (within a short period of time) to back out new cell phone service for any reason, even a simple "I changed my mind and don't like it any more."  I used to live in California, which has such a law.  I used it many times when buying new mobile phones and plans that I was still nervous about, because I knew that if I didn't like the phone or plan I had 30 days to hit the "undo" button and void the entire transaction (although I think the carriers could charge a modest restocking fee).  I never actually pulled the trigger and cancelled a new plan, though. 

 

I agree with Iggy, just bring everything back and tell them the truth.  But quit using the phone now and do pack it up.  If you drop the phone and dent it or scratch it, you might have a harder time selling AT&T on the idea that phone came with the crack.

 

Good luck...

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I took in back to an AT&T store, and managed to wade through a series of attempts to get rid of us (manager isn't in so we can't deal with this, this isn't the exact store you purchased it from so you need to go back to that specific AT&T store etc.) before they actually took a look at the device.

 

They then tried to argue that they can't accept the phone back because it's damaged, and that their returns policy explicitly states that the phone cannot be damaged in any way, to which I responded that we don't want to return the phone because we've changed our mind, we're trying to get a defective device replaced - that's covered under an entirely different part of their policy. They then contacted AT&Ts warranty center on our behalf, who refused to take it, and eventually contacted Samsung's warranty center who will repair it under the condition that if it's found to be as a result of misuse, we'll be charged.

 

I realize that we can get the screen repaired ourselves for a fairly cheap cost, but I'm concerned as to the effect that this will have under any potential future warranty or insurance claims. If anyone is going to repair it, I'd prefer it to be the manufacturer themselves - the phone is practically brand new.

 

Thanks for the advice everyone, now I just hope that Samsung realize that this device has barely been touched, let alone dropped or knocked in any way. We've got rather a lot to do and this is just getting in the way now.

Edited by Mahone
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Mahone, why didn't you take it back to the store where you bought it? I have worked retail for nearly 20 years. If a person brought an item in to our store to exchange, BUT they didn't purchase it from us, we wouldn't exchange it either. Doesn't matter that we sell the item. Not our receipt - not exchanging it. 

 

Take it back to the store you purchased it from, deal directly with the manager AND the clerk who waited on you originally (it is on the receipt). 

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It is their receipt though. I bought it from AT&T, I returned it to AT&T. It's the same company, why does it matter which particular AT&T store I return it to?

As for why - simply because it was impractical. I bought it in a store 350 miles away. I'm not driving all that way across Florida just to return a faulty device.

Edited by Mahone
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An alternate store in a chain wouldn't want to accept the cost of the damaged good since it would be reported that it happened to them. Loss of local profits when it wasn't their fault etc...

 

I'm not sure about AT&T stores but many types of stores are franchises, which wouldn't be protected from the loss by the corporation.

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Have you called Corporate AT&T?  Try that, see what happens - AT&T really wants to keep you happy - My approach is to start out with: I have a problem, can you help me? 

 

Crypto answered your question about why - I worked at a True Value store. The ONLY thing we would replace that was not purchased in our store, was the Master Mechanic brand tools. 

 

For What It Is Worth - any electronic produce that is purchased, keep the box, and all the plastic bags and twisties that came with it until the 30; 90 day or 1 Yr. warranty runs out. Use a large removable white label and write the date it was purchased, length of warranty, and date the warranty dies. Put a true copy of the receipt (make a copy with your printer, then in red ink hand write True Copy in the right hand corner. The original receipt should be stapled to the warranty card, and all of that should be put in an envelope and either placed inside the box or taped to the box. IF you registered the item online print that out and add to the envelope. 

 

The store receipts are generally heat ink receipts and they will fade out to nothing withing 30 days - THAT is why you make a copy of them. 

 

I keep all of the empty (MT) boxes on the floor in my bedroom closet. I remove the envelope and toss the box and other contents when the date is up. I keep the envelope and put it in a file along with its owner's manual. 

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Have you called Corporate AT&T?  Try that, see what happens - AT&T really wants to keep you happy - My approach is to start out with: I have a problem, can you help me? 

 

Crypto answered your question about why - I worked at a True Value store. The ONLY thing we would replace that was not purchased in our store, was the Master Mechanic brand tools. 

 

For What It Is Worth - any electronic produce that is purchased, keep the box, and all the plastic bags and twisties that came with it until the 30; 90 day or 1 Yr. warranty runs out. Use a large removable white label and write the date it was purchased, length of warranty, and date the warranty dies. Put a true copy of the receipt (make a copy with your printer, then in red ink hand write True Copy in the right hand corner. The original receipt should be stapled to the warranty card, and all of that should be put in an envelope and either placed inside the box or taped to the box. IF you registered the item online print that out and add to the envelope. 

 

The store receipts are generally heat ink receipts and they will fade out to nothing withing 30 days - THAT is why you make a copy of them. 

 

I keep all of the empty (MT) boxes on the floor in my bedroom closet. I remove the envelope and toss the box and other contents when the date is up. I keep the envelope and put it in a file along with its owner's manual. 

 

Although they did initially argue that it was purchased from a different store, we got passed that eventually. There is no chance I'm driving that far for a broken phone that I believe was faulty, and I think they realized that. Besides, AT&Ts website doesn't mention returning it to the same store it was purchased from.

 

At that point, the argument turned to whether or not a broken screen is covered under warranty. Understandably, it's not usually. A broken screen often indicates the device has been dropped, or mishandled.

 

In my case, I'd had it less than 12 hours and it had barely been touched. It spent most of that 12 hours in a box on a secure shelf. So I believe that I'm being reasonable in believing that a fault on the device itself caused the screen to crack. Maybe the screen hadn't been fitted properly, and therefore standard pressure that it should be designed to cope with caused the crack. Their terms and conditions don't take this into account. Not covering such an issue under warranty would be highly unfair, in my opinion, as by definition it would be defective.

 

Either way, the phone is currently with Samsung. I'm hoping to hear back from them soon.

Edited by Mahone
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Just a quick update. Samsung attempted to charge $160 plus tax and other charges for the repair under the category of "abuse". After a bit of correspondence, they eventually said that they had "examined the device very closely", and will now repair it free of charge.

 

Finally! Thanks all.

Edited by Mahone
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