I bought a refurbished phone in cash from a retailer in London last November. When it arrived, I noticed what appeared to be a deep scratch on the back. After putting it in a wallet cover, I discovered that it was actually a significant crack. The phone prompted me to pay for every free app, including the ones from the company itself, and the messaging app didn't function. I reached out to customer support multiple times, and six different representatives assured me I could return the phone for a refund. However, when I visited the store, the manager refused to process my refund, claiming they didn't have the authorization to do so. I called the store's customer service, but the manager wouldn't communicate with them directly and insisted they call the store instead. I followed their instructions, only to find out that customer service couldn't even contact individual stores. It’s been four days of frustration with no resolution. I've learned that others who purchased 'refurbished' phones have faced similar issues, with the store denying refunds despite assurances from customer service. This ongoing problem seems intentional, preventing refunds and returns of defective phones. My advice is to avoid this retailer altogether!
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