Alan Hodges & Associates, LLC

I do not see any email contact from this customer regarding this issueHowever we do offer a day warranty on all of our devices as clearly stated on our website and all of our selling platformsThis phone clearly does fall outside of our warranty, however we are willing to work with the
customer to try to resolve the issue by troubleshooting it and a possible repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Please see attached email sent to your recommended contact email address, after which I received no response.  Additionally, the wording of warranty information is very misleading.  At the top of the sellers page on [redacted], the wording states “all phones are corporate buyback devices that are then fully tested an kitted, guaranteed to be fully functional backed by our warranty.”  Then, scroll down to the very bottom of this page and there is mention of a 30 day refund and return policy but states “we cover functional defects that arise as a result of normal use of the product only.”  I have troubleshot the issue with CPR Cell Phone Repair as well as directly with [redacted] for over 3 hours, after which they confirmed it was a hardware issue.  Clearly, I was sold a unit that had a defect.  A repair of the unit at the sellers expense will be the only way I will close this complaint.  This issue with the phone hardware was evident from the beginning with periodic outages.  I originally attributed it to service issues with the cell company but now realize it was a defect with the phone.  After paying over $600 for a phone that had a clear defect from the beginning, I would hope the seller could accommodate a full repair of the device.  I haven’t had it that much longer than the warranty period.
Regards,

Hi,We are a large retailer of cell phones in the [redacted]. We purchase phones by the thousands and do in house diagnostics and sell them in the retail market. This specific customer ordered an [redacted] and one of our employees sent the incorrect phone which had a bad ESN.  Once the customer alerted...

us of the issue we replaced the phone with a working one with a clean ESN at no cost to the customer. The second phone has no reported issues as we can show based off the email thread with the customer. The customer claims it had a bad ESN as well but that is incorrect. Swappa LLC (the platform we sold the phone on) confirmed that the second phone had no issue. Either way we provided a prepaid label for the customer to send back the phones, and once we received them we fully refunded the purchase. The customer claims that [redacted] locked them out of their account for trying to activate a phone with A bad ESN. In our many years in the industry I have never heard of a customer being locked out of their account for trying to activate a bad phone. Their has to have been another reason that the customer was thrown off their plan. We even called [redacted] to ask if it is possible to be thrown off for activating a phone with a bad ESN and they said that is impossible.  Please advise if you want any further information.