Introducing… Cingular’s Warranty Exchange Depots


As you know, Cingular began the Warranty Service Center in 2004 to help our customers – eliminating the need for customers to come to a retail location to exchange their defective phones, and increasing the likelihood that they get an exact make/model replacement. We also put the Warranty Service Center in place to help our Stores and Dealers by getting repairs out of the store and letting our sales representatives focus on what they do best – selling phones and service.

For most of our customers, the Warranty Service Center is just what they need. But when we did a survey for customers who had used our warranty program, we discovered a group of customers who wanted something different. These customers told us they want face-to-face contact when dealing with their defective phones, and they did not or could not wait for a solution.

In response to concerns like these, Cingular is introducing a limited number of Warranty Exchange Depots where customers can take their defective phones for hands-on troubleshooting and possible exchange. The Warranty Depots are simply our next step in raising the bar in customer satisfaction and customer service!


What is a Warranty Depot?

Warranty Depots are freestanding locations that are accessible to a wide range of customers, and will be introduced in the Greater Atlanta and Baltimore/Washington DC markets.

Customers will be referred to the Depots by the Warranty Service call centers or Cingular’s retail stores, which will screen customers to identify those who can be best, helped by the Depots.

While this program has been designed primarily to help our legacy Orange customers, the Depots are prepared to help all of our customers by troubleshooting their phones. For those Orange customers whose problems cannot be resolved by troubleshooting, the Depot will be able to provide an exchange, provided the customer is eligible and has one of the select devices that are kept in stock at the Depot.

The WSC will continue to handle all customers who call in for help with their devices. The Warranty Exchange Depots are designed to supplement, not replace, the Exchange by Mail program. Exchange by Mail will continue to be the “standard” way to provide warranty exchanges to our customers.

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