topic How do I return a phone that arrived, and does not work? in Get Support

How do I return a phone that arrived, and does not work?

mythmaker — Thu, 06 Jan 2022 08:55:41 GMT

Re: How do I return a phone that arrived, and does not work?

0PX9O4 — Tue, 02 Nov 2021 17:53:15 GMT

Where did you buy the phone from? Is it a PM CPO purchase?

Re: How do I return a phone that arrived, and does not work?

0PX9O4 — Tue, 02 Nov 2021 17:55:04 GMT

For PM-sold CPO phones, the warranty and returns policies are outlined here: https://www.publicmobile.ca/en/bc/get-help/articles/phone-warranty-returns-repairs

You can request a return by clicking on the bubble icon in the lower right hand corner of the ticket and creating a ticket with SIMon the chat bot.

Re: How do I return a phone that arrived, and does not work?

softech — Tue, 02 Nov 2021 17:55:43 GMT

@mythmaker They used to have an email to send to but now you have to open a ticket with PM CS Agent for any issue with CPO phone:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: How do I return a phone that arrived, and does not work?

hairbag1 — Tue, 02 Nov 2021 17:57:12 GMT

.....in 3....2...1.....

Re: How do I return a phone that arrived, and does not work?

Anonymous — Tue, 02 Nov 2021 18:00:41 GMT

@mythmaker

If you purchases a Public Certified Pre-Owned Phone, and are within the 30-day Money Back Guarantee period, you can return your defective phone, free of damage and in its original physical condition, with proof of purchase for a full refund or exchange.

online must be returned or exchanged via mail and can be initiated by submitting a ticket to Customer Support Agents here link..

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

CPO Warranty, Returns & Repair (publicmobile.ca)

Re: How do I return a phone that arrived, and does not work?

Triguy — Tue, 02 Nov 2021 18:04:05 GMT

Here is more info.

Returns & ExchangesYou can shop with confidence as we offer a 30-day Money Back Guarantee for all Certified Pre-Owned phones; if you are not happy with your purchase, initiate the process following the steps in this help article for a full refund or exchange within 30 days of purchase.Please note that at this time, we are only able to exchange a faulty device for the same model while supplies last; otherwise, you will be refunded. If you wish to exchange your device for a different model, you must first return the item for a refund and place a new order for a different device when the one you’d like becomes available.For more information about our Warranty, Returns or Repair policies for Certified Pre-Owned Phones, please see our help article.

Re: How do I return a phone that arrived, and does not work?

hTideGnow — Tue, 02 Nov 2021 18:23:14 GMT

@mythmaker

Chatbot could be hard to navigate around. Follow these steps to get to ticket opening screen quicker

Type CPO phone
Click Return or Exchange a certfied pre-owned phone
Click Contact Us
Click Click here to submit a ticket
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent