topic Re: Public Mobile Refurbished Phone - repairs in Get Support

Public Mobile Refurbished Phone - repairs

PublicMobPhone — Fri, 17 Feb 2023 20:20:59 GMT

I purchased a refurbished iPhone 8+ in November 2022 as a Christmas present. By the time it was opened, the 30 day return / exchange period was over. The touchscreen is very laggy and we've tried a couple factory restarts without improvement. I submitted a repair ticket to Public Mobile (no response) since the Telus stores, both corporate and otherwise will not accept it for repairs. Now the audio has stopped working during phone calls, which can only be completed by turning on the speakerphone.

Are my options a/ continue waiting for the repair ticket response, which will require sending in the phone or b/ paying to repair the phone myself? Like everyone, it would be an inconvenience to be without a phone during its repair (no backup) What kind of recourse do Public Mobile customers have when a faulty product is purchased? How do we get in touch with Public Mobile Corporate? Why are we relegated to the "Community" and crowd sourcing answers??

Re: Public Mobile Refurbished Phone - repairs

esjliv — Fri, 17 Feb 2023 20:25:10 GMT

@PublicMobPhone -

A ticket closed after 48-72 hours if not responded to so i'd open another ticket and poke them about it.

Go to your SENT folder in your messages and take a screenshot of the ticket you submitted and open a new ticket. Yeah, it is past the 30 days...but hopefully they can do something if you can show it was soon after Christmas.

Re: Public Mobile Refurbished Phone - repairs

TooStinkenTrue — Fri, 17 Feb 2023 20:32:59 GMT

If it were me, and because it's an Apple device, I would take the phone directly to Apple and schedule it in for repair. That way they know what's up, can get the parts needed to fix it, and hopefully get it fixed for you on the day it's scheduled for repair! I've never bought a phone from PublicMobile but I would try going to a kiosk that offers PublicMobile and talk to them first, if they can't answer your questions... get the phone fixed and send the bill to PublicMobile once they reply to their repair ticket.. what else can you do?

Re: Public Mobile Refurbished Phone - repairs

PublicMobPhone — Fri, 17 Feb 2023 20:35:48 GMT

Send the bill to Public Mobile?? That is all I can do and I know it would do nothing.

Re: Public Mobile Refurbished Phone - repairs

computergeek541 — Fri, 17 Feb 2023 20:38:27 GMT

@TooStinkenTrue wrote:
If it were me, and because it's an Apple device, I would take the phone directly to Apple and schedule it in for repair. That way they know what's up, can get the parts needed to fix it, and hopefully get it fixed for you on the day it's scheduled for repair! I've never bought a phone from PublicMobile but I would try going to a kiosk that offers PublicMobile and talk to them first, if they can't answer your questions... get the phone fixed and send the bill to PublicMobile once they reply to their repair ticket.. what else can you do?

Public Mobile CPO iPhone devices may not have been refurbished by Apple, but rather by Telus. In addition, they are sold as Telus refurbished devices instead of Apple refurbished. If the devices weren't refurbished by Apple directly, there would be no warranty with Apple. Customers should understand the Public Mobile Certified Pre-owed devices do not carry any manufactuer's warranty, but rather only a warranty from Telus. The manufactuers won't help with in-warranty repairs.

Re: Public Mobile Refurbished Phone - repairs

BKNS27 — Fri, 17 Feb 2023 20:38:43 GMT

@PublicMobPhone

There is a 1 year warranty for your phone so just contact a CS_Agent by creating a ticket on SIMon Chatbot or private message on the envelope icon above.

They might have you bring the phone into Mobile Klinik to check out the speaker on your phone.

The latest iOS 16.4.1 was to help fit the lagging screen issues. This is a common issue with older iOS.

Re: Public Mobile Refurbished Phone - repairs

computergeek541 — Fri, 17 Feb 2023 20:40:54 GMT

@BKNS27 wrote:
@PublicMobPhone
There is a 1 year warranty for your phone so just contact a CS_Agent by creating a ticket on SIMon Chatbot or private message on the envelope icon above.
They might have you bring the phone into Mobile Klinik to check out the speaker on your phone.
The latest iOS 16.4.1 was to help fit the lagging screen issues. This is a common issue with older iOS.

Contacting a CSA will only result in assistance being given with possible troubleshooting or information given of nearest warranty repair locations. Have the actual repair done shouldn't require the intervention of a Public Mobile CSA.

Re: Public Mobile Refurbished Phone - repairs

PublicMobPhone — Fri, 17 Feb 2023 20:41:40 GMT

The CS agent responded with a link to a Telus website to input my IMEI number, which was not recognized. The error read "Something went wrong"

Re: Public Mobile Refurbished Phone - repairs

TooStinkenTrue — Fri, 17 Feb 2023 20:41:54 GMT

Well, the phone has to get fixed regardless right?... Sending the bill to PublicMobile, they will either have empathy and cover the costs as a "we don't usually, but for this time..." courtesy gesture, or they will say it's past the warranty date and you'd have to get it fixed on your own dime regardless. If they aren't replying to your repair ticket, and you need a phone, what else can you do?

Re: Public Mobile Refurbished Phone - repairs

esjliv — Fri, 17 Feb 2023 20:44:25 GMT

@PublicMobPhone wrote:
The CS agent responded with a link to a Telus website to input my IMEI number, which was not recognized. The error read "Something went wrong"

@PublicMobPhone - try opening a tab in incognito mode and try the link again, maybe just a website glitch.

IF still happening respond to the ticket and tell the CS agent.

Re: Public Mobile Refurbished Phone - repairs

TooStinkenTrue — Fri, 17 Feb 2023 20:44:33 GMT

Sorry for the misunderstanding... Apple won't fix the phone under warranty regardless if you don't pay for AppleCare. Apple will, however, fix the phone if you are willing to pay. If the phone is broken, Apple would be the ones who know how to fix it correctly.

Re: Public Mobile Refurbished Phone - repairs

computergeek541 — Fri, 17 Feb 2023 20:45:33 GMT

@PublicMobPhone wrote:
The CS agent responded with a link to a Telus website to input my IMEI number, which was not recognized. The error read "Something went wrong"

The Telus warranty checking website always gives an error message, but if the IMEI is found in the database, the information about warranty will be displayed below, regardless. Also, if a Telus, Koodo, or Public Mobile SIM card was never used in the devices, warranty information won't get displayed since warranty actually starts/gets extended to the date when you begin using the device (not when you actually bought it or received it). For devices that have an two IMEI numbers, try the second one, even if it's supposed to be the e-SIM IMEI.

Re: Public Mobile Refurbished Phone - repairs

PublicMobPhone — Fri, 17 Feb 2023 20:47:20 GMT

Exactly, what else can I do? Public Mobile is allowed to get away with selling faulty phones, and do nothing??

Do not buy a phone from Public Mobile. You have no recourse for repairs, even within your one-year warranty.

Re: Public Mobile Refurbished Phone - repairs

Handy1 — Fri, 17 Feb 2023 20:47:21 GMT

@PublicMobPhone For clarity about IOS up date is actually 16.3.1

Re: Public Mobile Refurbished Phone - repairs

BKNS27 — Fri, 17 Feb 2023 22:36:23 GMT

@computergeek541

Thanks I agree but ultimately a CS_Agent to inform the OP to bring the phone to a cell repair shop.

When I have issues with my iPhone, I bring into an Apple Genius store or Mobile Klinik to have a look at no charge if it is a quick fix with settings.

Re: Public Mobile Refurbished Phone - repairs

softech — Fri, 17 Feb 2023 22:59:09 GMT

@PublicMobPhone did you try to bring your phone to a Telus store or Mobile Klinik for warranty repair?? What did they say

@TooStinkenTrue i don't think take it to repair first and send Pm the bill would work. It might end up costing OP to pay the cost of the repair

Re: Public Mobile Refurbished Phone - repairs

PublicMobPhone — Fri, 17 Feb 2023 23:21:18 GMT

Telus will not repair the Public Mobile phone. I called two stores, corporate and otherwise, and neither would agree to service the phone. Other Community posts have described phone owners travelling an hour to a Telus store only to hear the same response, whether corporate or not. This is a great deal of effort for people who have paid for a faulty product, why are we doing the legwork when quality control is so poor with refurbishment? This is a racket.

Re: Public Mobile Refurbished Phone - repairs

BKNS27 — Sat, 18 Feb 2023 00:40:23 GMT

@computergeek541

The OP iPhone 8+ doesn’t have 2 IMEI or eSIM.

2 IMEI and eSIMs are available on iPhone iPhone XS or newer and iPhone 13 or newer have 2 eSIMs.

Re: Public Mobile Refurbished Phone - repairs

PublicMobPhone — Sat, 18 Feb 2023 18:12:23 GMT

Phone is running iOS 16.3.1

Re: Public Mobile Refurbished Phone - repairs

PublicMobPhone — Sat, 18 Feb 2023 18:14:48 GMT

I brought the phone to a repair store and the cost to replace the touchscreen, replace the speaker module and if necessary the logic board / integrated circuit is $280 without tax. Since the audio just started cutting out recently, I don't know if other aspects of the phone will start failing after doing these repairs.