Hello! We understand your frustration & are truly sorry for the inconvenience. In this case, you may want to call 1-844-834-5579 to submit a claim. You will be given instructions on how you can return your Pre-Owned phone to receive a replacement Pre-Owned phone via the shipping process with valid claim. The phone and all applicable documentation and/or information will be inspected and validated. On approval of your claim, Boost Mobile or its authorized representative will ship a replacement Pre-Owned phone in accordance with the limited warranty.