AT&T Store

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Had a 2 week old AT&T Tilt phone stop working and went back to the Mckinney store off 75 to return it.



After the initial customer service rep looked over our phone thoroughly (see if the liquid damage indicator was red etc..), he said it defintely wasn't our fault.



Then he went back and the general manager got involved (as the Tilt is one of the more expensive phones). After 15 minutes, the manager approached us and stated that there were scratches on the phone which led him to believe that the phone had been dropped and that is likely the cause as to why it isn't working.



The scratches he was referencing were very minor and couldn't be seen really. He said that he couldn't allow us to return as he knew the manufacturer would deem the damage as the root cause. He said it is clearly in the contract that they phone must be in "new" condition when looking for return. The minor scratches would not allow him to deem the phone in new condition.



After we got over the confusion on this apparent scam to get out of their warranty obligations, I pressed the Store manager as to where I can go to determine if the phone had been damaged. Eventually, he said I could go to the Royal lane AT&T store and they could decide if they would replace it.



We went to the store and our phone was immediately replaced.



Be very careful in this AT&T store (Jonathan Walker manager) and their scare tactics. I am assuming that the individual stores are compensated for eliminating returns on the higher priced phones.



I have escalated this to the District manager Laura Hazlewood.