In early 2014, my husband made the purchase of a Samsung S4 Active. Within a few months, the phone no longer would charge through the charge port. He took the phone into an AT&T store and believed the salesperson when they said the damage was his fault. He purchased a second Samsung S4 Active. In April 2014, my husband put a Samsung S4 Active on his account for me to use. In March 2015, BOTH of our phones no longer charged through the charge port. I contacted AT&T on March 19, 2015. I was told my phone was under warranty and that they would be sending me a replacement phone and to return the defective phone in their special packaging. I did so. They also told me that any visible, physical or water damage would invalidate the warranty -- however, as the pictures show, there is no such damage on the phone -- including the water indicator being in tact. On March 20 or 21 (I cannot remember), I contacted AT&T for my husband's SECOND Samsung S4 Active that was no longer charging. AT&T obliged our request as customers for TEN years, and they sent David a brand new Samsung S5. We were not required to send anything back to them. However, I received a refurbished Samsung S4 Active that is already having problems charging. Anyways, on April 15, 2015 I received the defective phone from AT&T at my work address (which I used as shipping to receive the refurbished phone). The following statement was on the letter: "Cracked, Damaged, Smashed, Chewed Plastics/Faceplate As a result, your AT&T account will be charged for the following on your next bill for the cost to replace this equipment: $439.00." On April 15, 2015, at 10:12am CT, I called 1-800-331-0500 to speak with customer service. I was told there is nothing AT&T can do and to call the warranty center. At 10:26am CT, I engaged in a 44 minute 29 second phone call with someone named Tessa at 1-800-801-1101. Tessa was adamant that the charge would remain making my May 2015 bill nearly $600. She stated that according to their pictures, the prongs INSIDE of the charging port were damaged. As you can see in the pictures, there is NO visible, outwardly physical or water damage to the phone. Apparently, the damage is done by those teenie tiny prongs inside of the phone where you MUST connect the charger in order to charge the phone.Ironically, AT&T is charging me $439 for this defective phone, yet they only returned HALF of it. No back. No battery. Just the useless part you see in the pictures. This is Samsung's design, this is Samsung's hardware and Samsung's defect. My husband was sent the Samsung S5 and the charging port and plug are SIGNIFICANTLY different! So obviously Samsung knew there was a problem and corrected it in the upgraded models. Apparently customers are to have microscopic-like vision and surgeon-like precision when plugging and unplugging the charger. AT&T has sold clearly defective products, then charges customers for those defective products when an essential component of the phone's very functionality DOES NOT HOLD UP FOR EVEN A YEAR! We have given AT&T approximately $14,000 over TEN years of time, THEN they charge us $439 for the bad product that they house in their stores and actively sell to people for commission. I'm currently in a "chat" session with their customer service people. I've been transferred 4 times, each time nothing has been resolved. They keep saying that they promise to get this resolved but no one is doing anything. After 90 minutes on the Chat, Julia-F just directed me back to their warranty department. I have saved the chat sessions for your review.
AT&T is stating that the prongs have been "melted" and it is user error. Could it be that the phone was conntected to a charger for a day because it wouldn't charge?! How does one "melt" the prongs INSIDE the charging port. But that was of course after they claimed "water damage" and "physical damage." Make up your mind! Regardless, I'm filing a complaint with the Wisconsin Department of Trade and Consumer Protection, BBB. And we'll be leaving AT&T.