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

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Groupie

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

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.

16 REPLIES 16
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Agent

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.

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Agent

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. 

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Groupie

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. 

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Agent

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

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Accomplice

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
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Accomplice

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
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Groupie

Trash company, I cancelled both my phone plans through them. Thank gawd I paid for my phone through Paypal. Boost mobile didn't have a leg to stand on because they sent me a defective phone. Paypal got me the money back.