Complaints

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• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21520505
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************d something from *******, or Target. After me being rude back he told me he could do a 25% restocking fee and do the exchange. I'm sorry I spent $400 on this phone and didn't even have it two months. Bad business practices. If you ****** this phone model it shows a lot people having these issues with the screens on this phone. I just want an exchange for a working $400 phone.

  Business Response

  Date: 04/24/2024

  The customer purchased a ****** Pixel 7 Pro Smartphone from us on **** on February 11, 2024.    This item was clearly advertised as USED with REAL photos and a 30 Day Money Back Guarantee from our company, which covers items that are received in a condition other than described.  Through the **** checkout process, the customer was made aware that there is no additional manufacturers warranty and they were also offered a reasonably priced Extended Warranty through Allstate.  They declined to purchased the extended warranty coverage.   This means that after the initial 30 days, the used phone and anything that happens to it becomes the responsibility of the buyer.   
  
  We shipped the order on February 12, 2024.  According to ****** it was delivered very quickly on February 14, 2024.   The customer proceeded to use the phone without issue for about 7 weeks.  We did not hear from them at all until April 1, 2024, which unfortunately is 50 days after purchase.  The warranty had already expired.
  
  The customer never contacted us or expressed any concern about returning or exchanging the phone within the 30 day warranty period.  We did not hear from them until April 1, 2024 when they opened an "**** Return Case." This case was automatically DENIED (by ****) because the order was clearly no longer eligible for return per ****'s terms of sale.  After being told this by ****, the customer contacted us directly.  Our representative provided some troubleshooting advice and again explained the 30 day warranty had expired several weeks prior and that the order was no longer eligible for return.  Despite this, the customer proceeded to escalate the matter again and was told the same thing.  However, the bottom line is that the warranty already expired before he damaged the device.  Its clear that even **** agrees on this point.
  
  We use PhoneCheck to test our devices, which is the most trusted device processing software available.   We advertised the item with REAL photos with the screen on (attached to this message).  And by the customer's own admission, they used the product for 6-7 weeks without issue...so it was obviously working when they received it.   
  
  This case is very cut and dry.   
  
  SUMMARY: 
  The phone was packaged with a 30 day warranty ONLY.  The customer was made aware of this and agreed to these terms when they made the purchase.  The warranty had already expired several weeks before the customer contacted us.  We made an exception and told them we could allow a return with a reasonable restocking fee.  They declined our offer, called us "rude" and some other offensive names that I can't mention here, and then filed a complaint with the BBB.   Unfortunately, it seems they're unwilling to accept any culpability for their current situation.
  
  However, we are simply following the terms that were agreed to by the customer when they made the purchase AND the terms of ****.  This customer is trying to argue his way to a free phone by acting irate even though he declined an extended warranty, didn't contact us anywhere close to 30 days, and broke the item himself after using it for almost 2 months. 
  
  We are a Top Rated Seller on **** with over ****** Positive Feedback, over 20 years experience selling used phones on the internet, and ZERO BBB complaints, .  If the customer would like additional assistance, I would encourage them to contact us again after reconsidering our offer to accept the return with a reasonable restocking fee, which by the way we are under no obligation (according to ****) to do.  The ball is in their court now.  Unfortunately, a full refund or exchange is just no longer an option, which is something they will have to accept in order to proceed.
  
  I kindly request you close this case and refrain from posting it publicly on your website.  The evidence makes it clear this this customer's claims are without merit.   Thank you in advance for you consideration.  
  
  
  
  

  Business Response

  Date: 04/25/2024

  The customer purchased a ****** Pixel 7 Pro Smartphone from us on **** on February 11, 2024.  This item was clearly advertised as USED with REAL photos and a 30 Day Money Back Guarantee from our company, which covers items that are received in a condition other than described.  Through the **** checkout process, the customer was made aware that there is no additional manufacturers warranty and they were also offered a reasonably priced Extended Warranty through Allstate.  They declined to purchased the extended warranty coverage.   This means that after the initial 30 days, the used phone and anything that happens to it becomes the responsibility of the buyer.   
  
  We shipped the order on February 12, 2024.  According to ****** it was delivered very quickly on February 14, 2024.   The customer proceeded to use the phone without issue for about 6+ weeks.  We did not hear from them at all until April 1, 2024, which unfortunately is like 50 days after purchase.  The warranty had already expired.
  
  The customer never contacted us or expressed any concern about returning or exchanging the phone within the 30 day warranty period.  We did not hear from them until April 1, 2024 when they opened an "**** Return Case." This case was automatically DENIED (by ****) because the order was clearly no longer eligible for return per ****'s terms of sale.  After being shut down by ****, the customer contacted us directly.  Our representative provided some troubleshooting advice and again explained the ******************************************************************************************************* exchange.  Despite this, the customer proceeded to escalate the matter again and was told the same thing.  However, the bottom line is that the warranty had already expired before the device was damaged...which makes the buyer responsible for the damage.
  
  We use PhoneCheck to test our devices, which is the most trusted device processing software available.   We advertised the item with REAL photos with the screen on (attached to this message).  And by the customer's own admission, they used the product for 6+ weeks without issue...so it was obviously working when they received it.   
  
  This case is cut and dry.   
  
  SUMMARY: 
  The phone was packaged with a 30 day warranty ONLY.  The customer was made aware of this and agreed to these terms when they made the purchase.  The warranty had already expired several weeks before the customer contacted us.  We made an exception and told them we could allow a return with a reasonable restocking fee.  They declined our offer, called us "rude" and then filed a complaint with the BBB.   Unfortunately, it seems they're unwilling to accept any culpability for the current situation.
  
  However, we are simply following the terms that were agreed to by the customer when they made the purchase AND the terms of ****.  It seems like he is trying to force our hand into giving him an exchange by acting irate even though he declined an extended warranty, didn't contact us anywhere close to 30 days, and broke the item after using it for a 6+ weeks. 
  
  We are a Top Rated Seller on **** with over ****** Positive Feedback, nearly 20 years experience selling used phones on the internet, and zero BBB complaints, .  If the customer would like additional assistance, I would encourage them to contact us again THROUGH **** after reconsidering our offer to accept the return with a reasonable restocking fee.  Unfortunately, a full refund or exchange is just no longer an option, which is something they will have to accept in order to proceed.   The ball is in their court now. 
  
  In closing, I'd like to mention that **** is the "organization of authority" in this matter and the appropriate mechanism to resolve disputes like this.  The buyer should contact ****, open a case, and abide by their final decision.   If they are not satisfied with the outcome, their BBB claim should be directed towards **** rather than our small business. 
  
  Please feel free to contact us with any questions.  

  Thanks!