Virgin Mobile

Pre-Loved and Certified Pre-Loved - What's The Difference?

Master

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

You know actually they resolved everything for me I was able to get the 1 year Apple care so now I’m having to deal with Apple to get a replacement phone but they basically told me to deal with it that my sound wasn’t “that” bad.
Enthusiast

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

My certified pre-owned phone is having a screen problem and Apple swears they don't do 1 year warranties on phones certified by VM.  Been going back and forth for days with VM and Apple trying to get access to this supposed 1 year apple warranty my certified pre owned phone should have and still no resolution.  My advice?  DON'T DO IT!!!!!!!!!!!!

Master

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

Yeah I had to go back and forth too until finally Virgin was able to change something I’m not sure how but they were able to make it so my phone was covered with Apple, so at first I would check the serial number on the certified pre owner phones and it said Apple care was expired but after virgin fixed it and I checked the serial number again and was covered. It’s just a lot of calling till someone is able to do that for you.
Enthusiast

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

I've called 5 times, and been to the Apple Store twice, even had the Apple Store manager speak with Virgin Mobile customer service, and he told them it's not covered by Apple Care.  I've spent a total of over 10 hours on hold, and two 3 hour waits at the Apple Store.

 

We may have to consider class action to resolve this. I'm no lawyer, but failure to honor a warranty may be construed as fraud by the courts.

 

Anyone who would like to discuss legal options, feel free to contact me

Agent

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

Hello, JerryScript. Thank you for bringing this to our attention. We are concerned about your message and we'll be happy to help you trough private message today.

Heavy Hitter

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

All I see are Pre-Loved. Do they actually have ones that are certified? My concern being what do they consider "gently used" and if I get a phone that is more than just a bit scratched up? Is it a return policy or exchange policy and does it include "cosmetic" issues (if I find the phone to be more than "gently" used)?
I'm on the fence about going from Android to iPhone so looking for what experiences have folks had with Pre-Loved iPhones. Thanks!
Agent

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

Hi, vickylmartinez. A Pre-Loved phone from Virgin Mobile is a gently used, non-certified device that has undergone functional testing and inspection to ensure it is in good working order. Pre-Loved iPhones are tested for functionality and gently cleansed but may have visible usage wear and tear.  Your Pre-Loved iPhone comes with a 90-Day Limited Replacement Warranty and an original manufacturer-quality charger. A Pre-Loved iPhone is not eligible for Virgin Mobile Phone Insurance.

 A Certified Pre-Loved phone is tested, inspected and, if necessary, remanufactured according to the original manufacturer specifications. It is restored to factory default settings and loaded with the latest system software. Your Certified Pre-Loved iPhone will come with a brand-new extended-life battery, Apple EarPods and a charger. A Certified Pre-Loved phone is not eligible for Virgin Mobile Phone Insurance. Certified Pre-Loved phones come with a One-Year Apple Limited Warranty.

Heavy Hitter

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

Thanks so much for the reply. Unfortunately, you've only repeated the same blurb I've read over and over and over and none of which answers my more specific questions. Looking for some originality here, not more copy/paste but I appreciate the effort 🙃
Agent

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

Understood. You'll get the same response from us, since it is the information available. That's why it is available in the community. Please let us know if you have any other questions, or if we can be of further assistance.

Heavy Hitter

Re: Pre-Loved and Certified Pre-Loved - What's The Difference?

I don't get it. You give me the "canned" response then tell me if I have any questions to let you know. Yet my original questions remain unanswered. Is this not the correct forum for my questions. To reiterate:
All I see are Pre-Loved. Do they actually have ones that are certified? ----that was question #1
My concern being what do they consider "gently used" and if I get a phone that is more than just a bit scratched up. Is it a return policy or exchange policy and does it include "cosmetic" issues (if I find the phone to be more than "gently" used)?----- and that was a combo question, so we'll call that question #2 & 3

I'm on the fence about going from Android to iPhone so looking for what experiences have folks had with Pre-Loved iPhones. Thanks!

Does that help? Can someone possibly give me more direct answers to specific questions now?