View Single Post
Old 08-15-2010, 09:54 PM   #1 (permalink)
New Member
Join Date: Jul 2008
Model: 9000
Carrier: AT&T
Posts: 11
Post Thanks: 0
Thanked 1 Time in 1 Post
Thumbs down AT&T Not honoring warranty

Please Login to Remove!

Alright so here is my issue, I would like to have some input from the community to figure out if AT&T even has the right to do what they are stating.

I purchased a blackberry curve 8320 back in December of 2008. I had so many issues with the device in terms of keyboard/buttons not responding that AT&T replaced the device with the Blackberry bold 9000.

I have continued to have issues with the device and have continued to exchange it via warranty without issue. (please note that even though the initial warranty only lasts 1 year, every time a phone is exchanged via the warranty department there is a 90 day warranty that comes with the replacement.

Recently I have been having a plethora of dropped calls/failed to initiate calls, after troubleshooting the ATT rep said it had to do with the phone and so I contacted the warranty department to get an exchange. I was told that even though the replacement handset is still under warranty, due to the amount of exchanges with this phone, I am not eligible for a warranty replacement.

I explained to the customer service rep that they do not have the right to deny warranty coverage due to 'excessive' replacements. I keep all of my phones in pristine condition and the warranty has never been voided on any of them. The CSR then spoke to his supervisor and informed me that the device is still in warranty but RIM would be required to honor it. I was then bounced to blackberry (RIM) to handle the replacement. RIM informed me that AT&T was required to honor the replacement request, and they conferenced AT&T in and informed the Cust. service rep that they were to do so.

After hanging up, the CSR told me that they request would not be honored because the warranty department is requiring me to use my 'upgrade' to purchase a new phone. I believe that it is not correct that a company can simply choose to not honor their warranty. I requested that if the company was not going to honor the warranty that they refund the original price of the original phone. I was of course, denied.

Am I in the wrong here? Does AT&T in fact have the right to deny my warranty even though the device is still considered in warranty (within the replacements 90 days) and the warranty itself is not voided?
Offline   Reply With Quote