Broken Certified-refurbished Phone Upon Arrival, Unable to Submit Ticket

[Randommess]

I recently purchases a certified-refurbished Pixel 4a on December 18th, and opening it on December 26th, I realized the mic was broken. I'm fairly certain this is a hardware-side issue, as I wasn't able to speak on the phone in either a normal voice call nor Facebook call, and using the voice-to-text keyboard, nothing registered no matter where I spoke to on the phone. However, after plugging in earphones with mic, the phone functioned normally when I spoke into the earphone mic. 

I wanted to submit a ticket here: https://www.publicmobile.ca/en/bc/get-help/form/U2FsdGVkX1_UPONmsZWfu60a0upx_16C_1gqqB_yvO-_b26KmyYn... but after reaching the end of the page, I was unable to submit it. The cause of this appears to be because after clicking the "yes" box in response to the return mailer paragraph, my previous response for "return" or "exchange" to the "are you looking for a return or exchange?" question gets deleted. In otherworld, the ticket submission page is broken. 

Where can I find help?

[softech · Accepted solution]

@Randommess  do you have a Self Serve My Account login?  Submitted ticket there requires My Account login or the 4 digits PIN before you submit.

An easier way to submit is to simply message PM directly:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**After opening the ticket, please watch your community inbox (envelope icon top right), the cusotmer support agent will respond by sending you a message there.

[Randommess]

Thank you! I'll try and see where this goes

[Anonymous]

It's just so disappointing to open up the thing and find a problem.

From their CPO main page:
Certified Pre-Owned phones are refurbished phones that are tested, inspected, cleaned and re-packaged.
From their CPO help page:
Regardless of the grade, every Certified Pre-Owned phone must pass our inspection for physical conditions to ensure they are 100% functional.
and:
With the highest of standards, we inspect the phone’s body, camera, screen, buttons, keys, audio and vibration components, software, and battery, ensuring the phone works perfectly.

[Anonymous]

@Randommess 

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent

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

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[HALIMACS]

@Randommess 

Try this article for information:

Certified Pre-owned Phones (publicmobile.ca)

and this one re warranty and returns:

CPO Warranty, Returns & Repair (publicmobile.ca)

[Triguy]

Here’s when and how to contact our Customer Support Agents:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
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