Virgin Mobile

Certified Pre Loved iphone warranty problems

Enthusiast

Certified Pre Loved iphone warranty problems

I am having an issue with utilizing the warranty of my Certified Pre-Loved iPhone 6S.  I called VM and explained the situation and was hung up on.  After reviewing some of the topics here, I tried calling Apple.  They said that the warranty was expired since they were looking at the original warranty.  They have no record of my purchase of the certified pre-loved device (purchased 11/16/18 by me).  I explained to them that I purchased the phone certified pre owned via VM and that I paid the extra for 'certified' so it came with the 1 year apple limited warranty.  After an HOUR on the phone with Apple, and having sent them my order confirmation email from VM to prove when I bought the certified phone, it was deteremined that VM is responsible for passing the information along to them about the sales of the certified phones so that the warranty start date and information can be updated in their (Apple's) systems so that when I call in like I just tried to do, they are able to locate my active warranty.  I sent VM an email explaining this and am awaiting a response. But based on what I have seen in this online community, I am not hopeful.  I have been a happy VM customer for years and I truly hope this can be resolved, otherwise I am done with them!

9 REPLIES 9
Agent

Re: Certified Pre Loved iphone warranty problems

Hello, LME85. That's not what we like to hear. We truly apologize for the inconvenience. We'll be happy to assist you today. Can you send us a private message with your phone number and pin code to verify your account? Thanks.

Agent

Re: Certified Pre Loved iphone warranty problems

We have replied to your private message, LME85. Please check your inbox. Thanks.

 

Enthusiast

Re: Certified Pre Loved iphone warranty problems

Here's the latest update - talked to Apple and they wouldnt accept the order confirmation I sent them as proof of my purchase date.  Spoke to VM, they sent me a new email with more info that they swore Apple would accept.  Sent that to Apple along with a picture of my box that shows its a certified pre loved phone and also shows that it includes the one yera apple limited warranty.  I sent these pictures to Apple and they sent me 3 supervisors up and said said unfortunately they do not participate in these warranties on items certified by other carriers.  They were able to see that they sold the phone to VM last March but that is it and that they don't change purchase dates to re-enable warranties.  Basically, they at VM aren't authorized to sell certified phones and promise an apple one year limited warranty.  They will be taking the information I provided them and starting an investigation.  

Your move, Virgin Mobile....

Agent

Re: Certified Pre Loved iphone warranty problems

Sorry to hear that, LME85. Please send us a private message so we can discuss private account information.

Enthusiast

Re: Certified Pre Loved iphone warranty problems

Have been told for the last two weeks that they are requesting an update and will let me know ASAP but still not getting an actual response.

Any one else out there having issues with a certified pre loved iphone warranty?  I'd love to hear from you to confirm I am not the only one dealing with this.

Enthusiast

Re: Certified Pre Loved iphone warranty problems

I'm have the same issues.  I've been to the Apple store twice, I've called Virgin Mobile 5 times.  Virgin Mobile keeps saying it is under warranty with Apple Care.  The Apple store says it isn't. I've called Virgin Mobile and been told they would ship me a replacement for $15 shipping, but when they transfered me to tech support, the line went dead. I called back and this time was told I had to take it to the Apple Store.  I take it to the Apple store, they say it's not covered. I call Virgin Mobile from the Apple Store, and the Apple Store manage tells the Virgin Mobile customer service rep that it isn't covered. The customer service rep transfers me to tech support, who says  only Apple Care can deal with it, and transfers my call to Apple Care, who then tells me it's not under warranty!

 

We may have to consider a class action lawsuit based on the number of posts I've seen about this. Virgin Mobile's refusal to honor the warranty they sell may be considered fraud, I will be checking with my attorney to see.

 

You can contact me if you want to discuss legal options.

Enthusiast

Re: Certified Pre Loved iphone warranty problems

I am having the same issue. Bought a certified pre-loved iphone 6S plus in November 2018 that just went dead.  Have been back and forth with Apple and VM both pointing the finger at each other. If you are having this issue, do not be fooled by VM who will tell you all you need is your proof of purchase. Apple will only recognize the 1 year from the original purchase. At minimum, VM was sold a bill of goods by Apple who gave them the impression that they would honor a warranty on their refurbished phones.  At worst, we customers are a victim of fraud perpetuated by VM. I am to the point I just want my money back but VM just repeats the mantra "Apple should honor this warranty" but offers no assistance in getting my phone fixed/replaced.  I didn't buy the phone from Apple, bought it from Virgin Mobile.

Agent

Re: Certified Pre Loved iphone warranty problems

Sorry to hear that, sgromero. We'd be happy to help you. Please send us a private message with the account phone number, pin code, and the IMEI.

Enthusiast

Re: Certified Pre Loved iphone warranty problems

UPDATE  Recieved a message from VM saying how sorry they were, recieved 3 seperate private messages requesting multiple pieces of info(From all the posts of the same issue, you would think they would know what to ask for in one shot), said they were "updating" warranty, its been radio silence for 2 days.  I went to Apple store yesterday with the box that states "one year limited warranty", my order comfirmation from VM showing date and still they could not help.  The order comfirmation does not show date of purchase or seriel number so it meand nothing to Apple.  Called VM while at the store and asked for supervisor who assured me that they would email me a good proof of purchase within a day. I recieved nothing. I keep getting "escalated" but feels more like I am getting slow walked until I give up.  For the couple hundred of bucks I spent on my daughters 6S plus, maybe shame on me for trying to get away cheap but I have been a VM customer for 10 years and have purchased several phones from them and its dissapointing to feel cheated.