Back Market Reviews
QUICK SUMMARY: If you need a phone for business, you should not buy one from BackMarket.com. If you need a phone to last for more than 8 months, you should not use BackMarket.com. If you cannot tolerate losing all of your personal data and information when the phone needs warranty service, you should not use BackMarket.com. If you want a 12-month warranty that will be honored, you should not use BackMarket.com.
DETAILS: Initially, the phone I received was in somewhat less good quality condition than it had been advertised to be in by the seller and actually wasn't the version of the phone that they advertised it to be. However, they refunded me a bit of money so up until 10-19-2020 I sang the praises of BackMarket.com, recommended BackMarket.com to my friends and family and co-workers, and looked on BackMarket.com when I was thinking about purchasing a new phone. However, after owning the iPhone 7 “Very good” condition phone for 8 months, the battery stopped functioning properly (dead by 1 p.m. without any use). When I sought support from the seller (Electronic Deals) and BackMarket.com, I was faced with a maze of complications. ❶1st: I was told that “the order is past 90 days old and the warranty period has expired.” This was blatantly false since the phone came with a 12-month warranty. Seems like an attempt to put off the buyer from trying to file a warranty claim. ❷2nd: After sending documentation showing I had a 12-month warranty (which all BackMarket.com phones do—that’s one of their advertising claims), I was offered a replacement. ❸3rd: After agreeing to a replacement I was told that I would have to send my phone back to the seller and they would then take up to 2 weeks to send me a new phone and that no temporary phone would be provided “because they don’t do that.” Since I use the phone for business that requires me to be available to clients 24/7, I could not be without a phone for 2 weeks. Furthermore, BackMarket.com had changed their policy of not providing temporary phones *after* I had purchased my phone but were still insisting they would not send me a temporary phone even when I offered to pay for the full cost of buying the temporary phone and then having them refund the cost when I returned it. ❹4th: When I offered to simply have the local Apple store replace the battery while I waited at the store and have the seller reimburse me for the cost of the replaced battery, I was told that they could not possibly do that. They never explained why they couldn’t send a check, but that’s what they said. Not sure why a business cannot write checks. ❺5th: If I had accepted the option to be without my phone for 2 weeks while the replacement processed, I would have had to have erased all data from my phone before sending it back to the seller without being able to transfer my data to a new phone. A serious problem! ❻6th: When I asked for the warranty request to be elevated to a higher authority, I was given directions for how to do that online, but, the directions were bogus—if you follow them, there is no “SOS” button anywhere on the site to elevate one’s complaint even though the customer service agent said to click the “SOS” button. ❼7th: When I sent screenshots showing that there was no such button at the URL I was told to go to, I was belittled for not being able to click the non-existent button and told that the agent would reluctantly elevate the complaint for me. After 27 days, no one had contacted me and I am left with an 12-month warranty that was not honored and is apparently worthless to the buyer, although it does seem likely to help the seller by developing a false sense of security in those who buy phones on BackMarket.com.
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