iphone needs repair

[gelmer]

I bought an iphone from Public, but the camera is not working properly. It is past 30 days from purchase, but well within a year. How do I get it repaired? 

[CountyDownIeUk]

See help article here. 

OR 

Certified Pre-Owned PhonesCertified Pre-Owned phones are refurbished, high-quality phones that have gone through extensive inspection, then cleaned and re-packaged so you get only 100% functionality. All of our Public Certified Pre-Owned phones come with a 1-year Certified Pre-Owned warranty, backed by TELUS, so you can shop with confidence. Plus, if you’re not happy with the device you selected, return it within 30-days of purchase under our Money Back Guarantee.We try to stock as many quality, refurbished phones as we can, but inventory is limited and often changes. If you don’t see the phone you’re looking for in our catalogue, we recommend to keep checking back frequently.Need a Certified Pre-Owned phone? Get one online.Note: for security purposes, your shipping address must match your billing address during checkout. Certified Pre-Owned Phone GradesEvery Certified Pre-Owned phone is inspected by an experienced technician and given a grade based on its physical condition. Each phone will fall under one of the following categories:Like-new: Someone opened the box on these phones and then changed their mind: it’s as close to perfect as you can get with a pre-owned phone. Great: These phones are just a couple of nicks and scuffs shy of perfect, but have passed all inspections and are the best opportunity for a great phone on a budget.Very Good: These phones were well loved by someone - and now they’re ready for someone new! We took care of the buffing and cleaning, and while they may still have bumps and scratches they work perfectly well, and are our most affordable option. Regardless of the grade, every Certified Pre-Owned phone must pass our inspection for physical conditions to ensure they are 100% functional. Certified Pre-Owned Phones Are Tested To Meet Our Commitment To Quality For Physical ConditionsFunctional and Cosmetic InspectionWith 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.Network Connection TestingWe test our phones to ensure data transmission is working.Full System Wipe and Software UpdateThe latest software is installed on our phones. Any other content will be wiped.Final Audit A final audit is completed by an experienced technician, before our Certified Pre-Owned phones are packaged into our Certified Pre-Owned boxes. Certified Pre-Owned WarrantyIf you’re experiencing issues with your phone, check out these troubleshooting tips before determining if your Certified Pre-Owned Phone needs to be returned or exchanged, or brought into a Telus store for repairs.Every Certified Pre-Owned Phone purchased from Public Mobile includes a Certified Pre-Owned warranty valid for a period of up to 1 year. To learn more about our Certified Pre-Owned Phone Warranty, please see our full warranty and repair policy here.Returns & Exchanges You 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. FAQ’s

1. Do I need a credit check to purchase a Certified Pre-Owned phone?
   • No, unlike purchasing a new cell phone from other providers, we do not require a credit check to purchase a Certified Pre-Owned phone.
2. Where can I buy a Certified Pre-Owned phone?
   • You will only be able to purchase a Certified Pre-Owned phone from Public Mobile on our website.
   • Note: for security purposes, your shipping address must match your billing address during checkout.
3. What’s included when you purchase a Certified Pre-Owned phone?
   • An original manufacturer’s wall charger and data cable are included with our Certified Pre-Owned phones.
   • Every CPO purchase will also include one (1) Public Mobile SIM card.
4. Do Certified Pre-Owned phones come with a warranty?
   • Yes, every Certified Pre-Owned Phone purchased from Public Mobile includes a Certified Pre-Owned warranty valid for a period of up to 1 year. To learn more about our Certified Pre-Owned Phone Warranty, please see our full warranty, returns and repair policy here.
5. Do you honour manufacturer warranties on Certified Pre-Owned phones?
   • Every Certified Pre-Owned Phone purchased from Public Mobile includes a Certified Pre-Owned warranty valid for a period of up to 1 year. However, Public Mobile is not able to honour individual manufacturer warranties like the Applecare+ Protection Plan as these policies only apply to new phones.
6. Do you provide phone repairs for Certified Pre-Owned phones?
   • All Public Mobile Certified Pre-Owned phones are supported for 1-year in-warranty repair service through TELUS locations; find your closest TELUS store here.
   • Alternatively, if you are experiencing issues with your phone, and it no longer falls within the 1-year Certified Pre-Owned warranty period or physical / liquid damage is present, for your convenience, we recommend bringing your out-of-warranty concern directly to one of Mobile Klinik’s established walk-in repair shops for quick, economical service. Find your closest Mobile Klinik store here.
   • For more information on our warranty and repair policy, please click here.
7. Are there financing options available for Certified Pre-Owned phones?
   • No, financing options or tab payment plans are not available through Public Mobile on our Certified Pre-Owned phones.
8. Why isn’t the Certified Pre-Owned phone I want listed in the catalog?
   • Inventory is limited, so we do our best to source as many refurbished phones as we can, but we can’t guarantee any stock. It’s on a first come, first serve basis.
9. How long will it take to receive my Certified Pre-Owned phone order?
   • Your order will ship via Canada Post or UPS and you should receive your order within 10 days. Once your order has been shipped, you will receive an email with a tracking number; you can track your Canada Post package here, or your UPS package here.
   • If it has been more than 10 days, and you have not received your phone, please submit a ticket to our Customer Support Agents here
   • If your phone cannot be delivered to the address you had provided, we will reach out to you via email for next steps to re-ship your order.
10. Can I cancel my Certified Pre-Owned phone order?
    • You are only able to cancel your order if it has not already shipped; typically orders ship within 2-3 business days. If you have not received a shipping notification yet, and would like to cancel your order, please submit a ticket here.
    • If you have received a shipping notification, you will have to wait until the device has been delivered to you and then submit a ticket to return your device for refund.
11. What are the accepted forms of payment?
    • We accept Paypal and credit cards for our Certified Pre-Owned phones.
12. Why was my order cancelled?
    • Your order may have been cancelled if the billing and shipping address provided do not match. Please ensure both addresses match prior to checkout.

[computergeek541]

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@gelmer wrote:

I bought an iphone from Public, but the camera is not working properly. It is past 30 days from purchase, but well within a year. How do I get it repaired? 

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In this type of situation, a CSA would simply be directing the customer (you in this case) where to bring the phone.  You should be able to contact a authorized Telus warranty location on your own without needing to wait for a CSA.  Before visiting an in-store lcoation, I would call ahead to check on details. I would also advise to visit https://www.telus.com/en/mobility/services/warranty-lookup and to print out the warranty status results and bring that with you.  I would also suggest against saying anything about Public Mobile as some locations have been making (incorrect) claims that they do not deal with Public Mobile phone warranty claim issues. These CPO phones aren't really Public Mobile devices. They are sourced from Telus/Koodo and all warranty is provided by Telus (Public Mobile's parent company).  Additionally, you could inquire at Mobile Klinink's website at 
https://mobileklinik.ca/ to ask them if mail-in service is available.

[BKNS27]

@gelmer 

You will need to reach out to a CS_Agent to arrange for a repaired at Mobile Klink.

[Quigley]

@gelmer 

To get help with your guarantee, you'll have to reach out to a Customer Support Agent.

Send them a private message to CS_Agent

[Handy1 · Accepted solution]

@gelmer @You need support for this 

Getting help from agent , through automation

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