[Touch Pro, Fuze General] 944obscene:
Yeah, for the most part. I'll explain a little.

Basically the stores could give a rat's a** about most of their customers if there's no money to be made. So they refer those neglected people to warranty, where they can get a BIG run-around. Here are some helpful tips as to why you may be getting referred to warranty, and why you may be getting passed around between departments in AT&T. Hopefully you can avoid this hassle.

Here are the facts:

General facts about warranty:

-First and foremost, you will know more about AT&T warranty after you read this, than most store associates and managers. Have a good laugh.

-Got a phone that you purchased more than 30 days ago? Go to warranty

-Got a phone that is less than a year old? Go to warranty

-Unhappy with a phone model after multiple WARRANTY exchanges (at least 2 exchanges)? Opt for another model in the SAME PRICE CATEGORY (not sure why you'd want to since the Fuze is pretty much the best phone with AT&T)

NOTE: You can only opt into another model once, per purchase. Once you move, you're stuck with the phone you get. You get one chance with each phone you buy. You may or may not have to request this option. Some places (including the warranty call center) will not offer this option, and will continue letting you exchange phones through the warranty. I've had one customer that loves his Palm 750. Why? Don't know. He's had 12+ and comes in whenever he feels, just to get another one.

Facts about AT&T Device Support Centers (DSC's):

I work at a DSC and help customers face-to-face with their issues. There is minimal tech-work involved and I usually keep my transaction times within 10-15 minutes. The work I do is helping customers get out of their defective phones, and into another phone. This means you want to back up your information to ensure that you won't lose anything proprietary or sensitive/important. Information transfer is limited to contacts and maybe pictures/videos.

-DSC's are a physical representation of the AT&T warranty department. These new establishments are not even 2 years old. If you haven't heard of a DSC then that is probably why. Most of AT&T either doesn't know what a DSC is, or they do not know exactly what a DSC does.

-A DSC (Device Support Center) is NOT a store. There are accessories to be bought, but there are no phones for purchase.

-DSC's are NOT repair centers. We cannot open a phone with tiny screwdrivers and use soldering irons to fix your problem. We cannot replace a screen or keypad. We exchange phones for models that we have on hand. Any other phones that we do not have in our inventory are taken care of through the mail. This will be explained below.

-We are usually lenient on damage to a phone, HOWEVER, in the event of an XBM (Exchange By Mail) we cannot guarantee a phone's warranty coverage. -The DSC's are pretty easy on damage, and I myself exchange phones with obvious signs of damage on a regular basis, as long as the device doesn't look like it's been put through the gauntlet of abuse. And as long as I have replacement devices of the same model that's being exchanged, on hand. You gotta love on the phone. If not, then it's just toast.

-The reason an XBM is stricter than the DSC establishments (Physical Warranty Center), is they operate on very strict guidelines. They will get you for what they can.

-Scratched too much? No good

-Dings and medium to large scratches on the corners/screen? Good luck

-LCD screen cracked/steamed up (from water)? NO WAY

-signs of ANY water protrusion inside? Not a chance

-Phone in multiple pieces? I may literally laugh in your face

The manufacturer's warranty is that of a guarantee regarding defects of the phone- NOT THE OWNER... Dropping your phone in the toilet, only to have it retrieved by slide-lock pliers and using a drier machine to get the water out, and letting Spike use it as a new chew toy is not covered.

AT&T does not care how the phone got damaged. They only care whether it is or not. Friend's baby slaps it out of your hand, or stars biting the corner is not warranty covered. There's insurance for all the above instances (But do not quote me on that. Warranty does not collaborate with insurance).

That's pretty much it, in a can. What we look for is any type of damage. Small scratches and regular wear-and-tear are acceptable. If you can find a DSC (Device Support Center), then find out how lenient they are with warranty coverage. If they're like me, they'll do their BEST to help you out. Most will try what they can. That's their job as customer support/warranty technicians.

If your DSC (or you cannot go to a DSC) must replace the phone through the XBM, then your options are narrowed quite a bit. At my DSC and possibly others, there is a slight extension on warranty coverage. 1 year can mean up to 1 year and 1 month with manager approval. Maybe even a few days beyond that. That's not a guarantee though.

Device Support Centers average about 2 per state. Mostly in well populated cities. You'll have to look for one near you.

Anything else?:D