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AT&T Exchange Policy Questions

hardcorehavok

Jan 24, 2008, 12:06 PM
I work for a dealer that recently migrated from Cellular One to AT&T. We ran into a couple issues yesterday and I am wondering if someone can help me.

A customer started AT&T service on January 1st. They got an LG CE110. They came back a week later and exchanged it for a Nokia 6555. Yesterday, they called because they said the phone was not working and they wanted to exchange it.

Here are my questions: If AT&T only allows one exchange per activation during the 30 day period, should we exchange the phone?

Because the phone is having technical issues, is that an exception to the one exchange policy? If so, they should only be able to exchange for the exact same model, right?

Next issue, I had a couple activate service on January 19th. They got 3 LG CE110s. They came back yesterday to exchange them for different models. The prices changed on January 20th.

Here is my question: Should I exchange them per the new pricing or the pricing as of January 19th?

If you can answer these questions, I would be very thankful.
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PhonemanJ

Jan 24, 2008, 12:15 PM
On Customer #1, yes you can definitely exchange it for him. It falls under the category of DOA, so it can be returned to ATT with no problem. Just be sure that the phone is returned complete.

For customer #2, the phones (LG CE110s) are returned at what they paid for them on the 19th.The phones that they get are charged the current price. Be sure to get them new rebate forms for the new phones.
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