Ordered Pre-Owned Phone and it was defective; next steps?

Question

Dear Boost, can you please assist with this:

I ordered a pre-owned Samsung S6. It arrived yesterday and when I turned it on, I noticed the Home button was not working (touchscreen/volume/power buttons worked).

I want to get a refund but I'm told that I need to pay to ship it back... I understand if I don't like it, I should pay to ship it back; but the phone was sent to me defective, can you please provide a prepaid return label or provide me an alternative solution where I am not out of money for something that should have worked in the first place (like return to Boost Mobile store).

Thank you.

RossyC · Answer

Really sorry to hear that, vfarn! Let’s get you taken care of. Can you please send us a private message with your Order Key?

Note: To send a private message just click on the picture of any Boost Mobile agent and, in the next screen, click "send this user a private message".

juliemhume · Answer

hello, I purchased my s8+ from boost Mobile online on Aug 15, Wednesday last week. It didn't arrive until yesterday.

juliemhume · Answer

hello, I have this problem as well where my phone has issues with some pretty major scratches on the display and rear of the phone. I ordered an S8+ pre-owned a few days ago and got it yesterday and discovered the scratches right away. I would like to get a replacement for the phone as soon as possible. I also agree with the post above by the user with the same problem. I received a damaged device and I understand if I don't like the device but if it's damaged I shouldn't have to pay for shipping. Is there a way you can send a return label and I can ship it back so I may use my new device? Thanks!

vfarn · Answer

Don't hold your breath... I basically got a message saying that they can't do anything about the return shipping charge.

RossyC · Answer

Hello, @juliemhume. Thanks for reaching out to us. Can you please let us know when and where did you purchase the device?

juliemhume · Answer

yes that's exactly what I figured they'd say. that's a really dumb policy, if they send a broken phone, it should be returned by the seller not the user. I payed for the phone, that's all. No shipping or anything. why should I have to pay for it now? I just want it fixed bottom line

RossyC · Answer

Thanks for the information, @juliemhume. To return the device, we'll need to create an RMA on your behalf. The customer is responsible for paying shipping charges when returning a device.

To proceed with the RMA, please send us a private message with the Order Key, Email address, phone number, and PIN (if available).

To send a private message just click on the picture of any Boost Mobile agent and, in the next screen, click "send this user a private message".

hommos · Answer

This still happens! Boost sent me an iPhone 7 with a faulty battery and a counterfeit screen that malfunctions. Despite the fact they sent me a defective phone, they want me to pay return shipping! What a trashy company sending defective phone and expecting us to send them back at our expense!

Prospective buyers/customer ask yourself this: Do you want to deal with a company that send you broken/defective junk then turns around and makes you pay shipping to get their junk back to them? Not only that it takes them up to 8 weeks to issue the refund! That’s 2-3 credit card billing cycles/ up to 56 days!!!

Royt · Answer

So sorry to hear about this experience, efull4. We want to help! We value your privacy and security. Due to the nature of your concern, we would like to authenticate your account, but for us to do this in a secure way, we need to take this to a private channel where we can discuss private account information. Please send us a private message along with your phone number, the PIN and a brief description of your request. To send a private message, click on any of the social care agent's user names and select the option send this user a private message.

efull4 · Answer

The phone I purchased also has a stuck home button, I need assistance on returning it for a non-defective device.

jalopez81 · Answer

You can activate it on your account or with a brand new number. Even if the phone doesn't reach the home screen, is can appear on the account.

efull4 · Answer

I cannot do that without the IMEI/ serial number which I do not have because the box it came in was thrown away with Christmas wrapping.

jalopez81 · Answer

Please, send us a private message with the order number and we'll provide you the serial number for the phone.

Tamike000 · Answer

they guaranteed me today 7 to 14 days if that does not happen I've already began a lawsuit you're welcome to join me and the many others that have joined in

Tamike000 · Answer

I just ran into the similar situation today and honestly I'm not encouraged because so many people been posting that they're not refunding money I wanted in writing

vfarn

Ordered Pre-Owned Phone and it was defective; next steps?

Responses

RossyC

juliemhume

juliemhume

vfarn

RossyC

juliemhume

RossyC

hommos

Royt

efull4

jalopez81

efull4

jalopez81

Tamike000

Tamike000