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Complaint Details
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Initial Complaint
10/17/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
**** advtised $1000 trade in credit for qualifying phones. My phone qualified it was a ******* s9+, after having an **** employee confirm this I signed up for pre order. After recieving phone i followed steps and even physically went to **** to have them verify all was in order before sending out. A few weeks later i recieved email saying i didnt qualify for a activation lock still on which is ***** ios. I had reset my phone twice once in front of sales person even who confirmed all steps had been taken. After many attempts to get resolved and getting sent back to the main **** customer care and they contacted Hyla. They claimed the activation lock story at which i mentioned that was ***** tech. They then went on to mention find my phone. After being transfered to loyalty dept. They opened a chat with Hyla. The rep there stated a screen lock which would have been removed during either fact reset. They are falsely fingering various locks to drop value in the end they offered $300.
Business response
10/29/2021
Business Response /* (1000, 5, 2021/10/21) */ Good Afternoon ****, My name is Edmond and I am the Supervisor of the trade-in program with ***. I wanted to reach out and see if I could offer you some assistance with this matter. I understand from the submitted complaint that your traded device had qualified for $1000 in promotional credits to go towards your newly purchased device. When the grading was complete your devices value had registered below the value eligible to receive $1000 in credits due to an activation lock. However, a factory reset does not remove the activation lock from the device. For example, if a phone is factory reset with the ************ account logged in, the phone will still ask for those credentials once switched back on. This must be disactivated in the system settings prior to doing a factory reset. You can however speak with customer care at ************ and ask them to confirm the information and submit a clarity case on your behalf. Thank you, Edmond ********Initial Complaint
09/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
ON JULY 23 2021, THIS COMPANY RECEIVED OUR 2 S8 PHONES THEY STILL HAVE NOT SENT THE PHONES TO ******* SO THEY CAN CREDIT OUR ACCOUNT FOR THE PHONES. WE ARE GETTING CHARGED $1600 FOR THESE TWO PHONES. WE TRADED IN THE PHONES ON FORT JACKSON, SC AT THE PX PHONES CENTER. THEY HAVE PUT IN TICKET TO RESOLVED THIS ISSUES ABOUT 2 WEEKS AGO BUT STILL HAVE NOT RESOLVED THIS ISSUE. NOT SURE WHEN WILL WE GET OUR CREDIT OR REIMBURSED FOR THE MONEY WE HAVE PAID ON OUR ACCOUNT. THEY TOLD US IT COULD TAKE UP TO 2 MONTHS BUT IT HAS BEEN PAST THAT TIME. REALLY NEED SOME ASSISTANCE TO HELP RESOLVED THIS ISSUE. TRIED TO CALL THIS PLACE BUT IT JUST GOES TO VOICE MAIL WHICH NOONE RETURNS YOUR CALLS. A TICKET THRU THE FORT JACKSON PHNES CENTER AND HAVE CALLED ******* FOR HEL BUT NO REUSLTS SO FAR. NOT SURE WHO ELSE WE NEED TO CNTACT. PLEASE HELP.Business response
10/14/2021
Business Response /* (1000, 5, 2021/09/29) */ We are currently working with the customer to resolve their concern. Thank you!
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