We truly apologize for the inconvenience, cassylac. Unfortunately, the device has already exceeded the 7-days Return Policy, so it can't be returned.
As your device is a Pre-Owned phone, it's covered under the 90 Day Limited Replacement Warranty. In order to submit a claim, you can call them at 1-844-834-5579 between the hours of 6:00 a.m CT and 11:00 p.m. CT. Even the device is not currently activated on the account, they should be able to assist you.
Purchased a PRE-Owned Samsung Galaxy S8+, 5/14/2019, after purchasing several phones this way and they had all worked. This one was a replacement for a New S8 that was supposed to be waterproof, lol. Anyways. This one arrived a few days back, and I never used wired headphones. My daughter was in doctors office and wanted to listen to music. Headphones just fell out of jack hole. Plugs right into my old phone. PRE-Owned phone has no connection period. You cannot even see the Copper Connections. Empty hole. Very disappointed. And it looks like from what I read I am out of luck if I want a replacement for this, since I would have to be without a phone, and a lot of people have written that the warranty process is a heart breaker. You Buy a Phone, Trust in the Company, Receive a Defective Product, Have to pay to ship it back, Wait, And be without a phone. Really wish my phone that arrived in a cute white package, saying Our Factory Trained Technicians have verified your phone is working, Really was true. Have been a customer for 7 Years.
We understand your frustration, mastern342.
All pre-owned phones come with a 90-day warranty. You can put in a claim. You can Call 1-844-834-5579 between the hours of 6:00a.m CT and 11:00p.m. CT to submit a claim under this Limited Warranty.
We're truly sorry to hear that, @Jcarroll. Please send us a private message with the order number so we can take a closer look at this.
Thank you for the information. We escalated your issue to our technicians with all the details you provided. We apologize for this inconvenience and we thank you for your patience. Please wait 24/48 hours while we work with your case. We remain at your service.