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Well Donny I'm not 100% sure on that. I think the first call she made was to apple to see if this was an error in how she was trying to use the phone. They sent her to a local att store saying they should replace it for free on the spot since she had just gotten it from them.
She told me the att clerk literally chuckled and said ma'am there is no way that either apple or att will replace this free of charge if it's broken. That was based on his experience trying it he said. She explained the entire situation to no avail and she came home livid and began her phone crusade to get the defective product replaced.
Att should have had the capability to exchange it on the spot. Apple should also have had the ability to mitigate it, which it finally did 4 hours later after the call being escalated several times and them all looking into her records. Still they should not have made her drive it to a store to ship it, they should have sent an overnight replacement with a pre paid call tag to send the old one back.. All this lady did was open a box and try to use the product for petes sake. The one she got for her son works fine. Same model, shipped in same box etc. There was never a single question that it was actually defective.
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