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Warranty exchange for Your AT&T Cell phone

Posted in: AT&T Cell phone FAQsDecember 1, 2008
Warranty exchange for Your AT&T Cell phone

Warranty exchange for Your AT&T Cell phone

If you’ve owned your AT&T Cell phone between 31 and 365 days and you believe it is broken or damaged, you may be eligible for our Exchange by Mail program. Phones with physical or liquid damage are not covered under the warranty and are not eligible for a warranty exchange. To exchange a defective phone you can call 1-800-801-1101.


  • Refurbished devices purchased through an authorized AT&T dealer are covered for the first 90 days from the purchase date.
  • Replacement devices received through an insurance claim are covered for the first 12 months from the replacement date.
  • Replacement devices received through a warranty claim are covered for 90 days or the remainder of original warranty period (whichever is longer).

Then AT&T will help you troubleshoot your problem to see if it can be self-corrected. If the problem persists and your phone is still under warranty, AT&T willsend you a replacement phone. Once you provide your address and agree to the Terms and Conditions,  AT&T will ship your replacement via FedEx or UPS.

When your replacement arrives, return your original phone in the packaging provided. AT&T will even preprint and prepay the return shipping label for you! (AT&T will charge for expedited shipping or phones that are not returned or arrive damaged.)

However, if your phone is no longer under warranty and you have Wireless Phone Insurance, you should contact Asurion 1-888-562-8662 to file a claim.

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  • Hey where can i send my Blackberry torch phone in for replacement i spent two hours talking on phone to tech, Doing about 27 gyrations and still no results, My phone does not work, screen only comes on 70% of the time, (90% of this time it is split screen , and all colors of the rainbow , YOU KNOW WHAT’S WRONG,I DO NOT! CAN YOU PLEASE E-MAIL ME DIRECTIONS TO SEND IN FOR REPLACEMENT? THANKS, PAUL SOMERO 617-899-7995

    Comment by paul somero — April 29, 2011

  • I returned my old phone in the box that the new phone came in and put the new label on it. A week has gone by and I get a text telling me to return my old phone. I went to the smartlabel web site and entered the number on the top of the shipping label, it said they have no record of my package. What do I do know? I took a pic of the label with my new phone before I mailed it.

    Comment by Mike Plumberg — June 14, 2011

  • back in dec my phone was broken and att set me up with another but they sent it to warranty instead of the insurance so the ins. sent me areplacement but know i have to send the warranty phone back to you so i will not be billed for it.i need to know the address .can you please help me with this?

    Comment by michael porterfield — January 9, 2012

  • My Sony Ericcson cell phone number 608-886-6711 doesnt ring all the time and also wont take a charge. I have insurance under all of my phones so would like a number to call to get help with this matter. Thank you John Weber

    Comment by John Weber — October 23, 2012

  • I was told by ATT that I would have to notify HTC about my
    Vivid that wont send tex messages out. It is still under warranty
    and I purchased it thru ATT. Could you please tell me how to take
    care of this matter? I need another

    Thank you in advance
    Vickie Pilkins

    Comment by Vickie pilkins — January 31, 2013

  • this cellphone does not text,it is a /att lg/gt365go phone.I bought this from a individual.Can I get a free replacement for this?

    Comment by albert brewer — September 8, 2013

  • can a nokia from AT&T store be returned if it does not work. It is only 4 days old.

    Comment by henrybrown — August 6, 2014

  • sorry I didn’t put and n on brown my question was can a nokia 4g be exchanged it doesn’t work. I only had it 4 days

    Comment by henrybrown — August 6, 2014

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