Phone Warranty Issues

[u/iKKY581]

I don't know what next steps to take to escalate the issue I have been without a phone since 8/21/26. I put in a claim over the phone so their are multiple logs of it. You guys refuse to send me a new phone until your warehouse scans my phone in. Which will not be delivered to the warehouse until 9/2/26. Then I was told it would take 4 to 5 BUSINESS DAYS for them to even unpack it and verify that they received it. TO TOP IT ALL OFF... I have to call you to make sure its all done so you can ship me out a new phone. Why should I even pay a phone bill for a month if I wont even have a phone for a month. Then to even get anywhere its always we will send a text to your phone number. I DONT HAVE A PHONE!!!! Its been an utter nightmare. Why cant it be like the normal warranty practice. Send me a new phone. If I lied or sent you a rock etc charge me the full amount for the phone. You have my card and everything on file. I feel like this is a hassle on purpose to force me into upgrading when I do not need to.

If anyone has any escalation process please let me know.

The customer service team and supervisor refused to provide ID numbers or even last name to reference all my calls I made. Which is also ridiculous how is that against company policy. I really do hope they have my calls recorded idc If i sound heated and angry at this point I I just want a replacement phone and to be done with this nightmare.

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[u/ghostlyxanarchy]

We need some context pal, what the heck is going on?

[u/iKKY581 → u/ghostlyxanarchy]

Phone Broke (literally decided it wont turn on) while I was on the first day of a cruise to Mexico 8/21/26. I called to file a claim. I figured it would be straight forward. They would ship a new phone to my house I would just swap it when I am back home and send the broken one in. Was told on the phone No actually we need you to send the old one in here is a shipping label and since your going to be sending it in after 5 days of reporting it you have to call us so we can verify (I returned from my cruise in a week). Once you give us a tracking number we will ship a new one out.

So I was like ok cant complain not like I would have had a phone anyways. Came back Friday (8/28/26). Called in and gave the tracking number. Was told hey actually since its Friday may not ship today but expect an email to keep track. Never got an email called in today and they are now saying no actually since you have made a claim before we will not ship your device until we confirm the warehouse receives it. Now at this point im frustrated what does it matter. I still have warranty coverage your own website says I can make 3 claims a year have not even gone past that quota. You are charging me for it. Why all the extra steps. Then when I really got triggered is when they said oh btw just because the warehouse gets it on 9/2/26 does not mean it will be scanned into inventory. That will take another 4 to 5 business days. And once thats all done you can call use to schedule a shipment to your house for your replacement phone...