How to Get a Replacement Phone from ATT

Exchanging Phones under Warranty

1. Check the warranty terms and conditions to figure out if your phone is eligible. Only devices you bought from AT&T or an official reseller are covered by a warranty. The devices also cannot have any liquid or physical damage on them, or they will be deemed ineligible. If you bought your phone new, the warranty lasts for 1 year after the date you purchased it. If you bought the device as 'Certified-Like-New' or 'Certified Restored,' then the warranty covers it for 90 days after you buy it. ^[1]

   1. Apple products, such as iPhones and iPads, can only be taken to an Apple Store or use the AppleCare warranty.
   2. AT&T Certified Pre-Owned phones are not covered by warranty.
   3. If you bought the phone anywhere else besides AT&T, use the warranty that the manufacturer provides with your phone.
2. Call 800-331-0500 to reach the AT&T customer service line. Once you reach the support line, let them know that your phone has a malfunction or defect and that you'd like a replacement. Give the customer support operator your AT&T account information, which may include an email address and phone number, so they can confirm the warranty and service. The customer support operator will direct you on any further steps or actions you need to take.^[2]

   1. You may be able to take your phone directly into an AT&T store to make a warranty claim, but they may not be able to replace it on the same day.
   2. Be respectful while you're on the line with customer support.
3. Wait 4–6 days for the replacement phone to come in the mail. After AT&T receives your warranty claim, they will send you a replacement phone that's either the same or similar to the model that you already have. The phone you get may be refurbished or previously owned, but it will have another 90-day warranty in case it's also defective.^[3]

   1. You may also pay for expedited shipping and receive your replacement within 1–2 days instead.

   Tip: You may need to use the SIM card, memory card, and battery from your old phone on your replacement. If you aren't sure what to do, take your replacement and your old phone into an AT&T store so they can assist you.

4. Send your old phone back to AT&T within 10 days using the provided shipping. You will receive return postage for your old phone in the package with your replacement. Put your old phone in the box and put on the prepaid label on the front. Take the box to the post office or send it with your regular mail within 10 days, or else you'll get charged the full price of your device.^[4]

   1. Use the package tracking available on the provided postage label to make sure your old phone arrives at the warranty center. If it doesn't, then you need to make a claim with the postal service.
5. Pay a fee on your next bill if your phone was deemed ineligible for warranty. If your old phone was covered by the warranty and didn't have other damage, then you won't have to pay for anything. However, if your device had damage or didn't meet the warranty requirements, you'll see a bill on your next statement for the cost of your new phone. Make the additional payment on your bill right away to avoid any other additional fees.^[5]

   1. You may be able to negotiate with AT&T to break the fee into smaller payments across multiple bills if you aren't able to pay the charge upfront.