Sold iPhone Buyer wants Refund saying its faulty - Advice Please.

Millionaire

Hi everyone, I emailed the seller this today.

Hi,

I’m sorry to hear you haven’t been able to resolve this issue,

I have been on to O2 Customer Services about the problem with the internet and explaining about the phone working fine for me beforehand, and they recommended and checking the following which is worthwhile doing and should only take 5 or so minutes as it might be simply a settings issue due to a different Sim.

Is Your Sim on the correct Tariff settings and is it a 3G Sim?

Can you tell me what O2 Tariff your on please, and is it PAYG or Contract? There are different settings for each

Also your Sim needs to be 3G Sim, you can check by looking at the Sim, 3G will be shown on the SIM card within the product code or within the last 4 digits of the SIM number. E.g. 89441100639276352943GD2.

If the Sim is not correct you need to speak to O2 to send you out a 3G sim or has to be on a iPhone tariff. If it is correct then try the following,

When I reset the iPhone I used my sim to activate it again, the iPhone needs to be activated with your O2 sim as the data settings can be different depending on what tariff your on.

What you need to do is leave your sim in the phone, go to Settings - Reset - and Reset all contents and settings. This will reset the iPhone to factory settings. it will turn off and on again.

Then

Connect your iPhone to a USB port on your computer using the cable in the box. iTunes will open automatically
iTunes will guide you through activating
Download the latest iPhone software if there's an update available (this firmware is important as it has been updated by Apple from the 3.0 original settings that the iphone would be reset to, so may solve any issues.)

Once that has been done you need to correct the PAYG settings so the internet works correctly as otherwise it will look like its running really slow and won’t work so,

Go to the settings menu and choose General
Choose Network, then Cellular Data Network
In the Cellular Data APN box, change idata.o2.co.uk to payandgo.o2.co.uk – you don't need to change the username and password
In the MMS APN box, change idata.o2.co.uk to payandgo.o2.co.uk – again, don't change the username or password
Ignore the Visual Voicemail APN box – it's not available on Pay & Go
Turn your iPhone off and on again

One other thing that the Service representative advised was that the Network does not always stay on 3G and that if the phone cannot get 3G coverage at anytime then it will switch to a slower network (EDGE and or GPRS.) and that these have slower transfer rates for internet etc than when the phone has 3G coverage. This is for all phones.

Hopefully by following the above it should resolve the slow internet/network issue your having

Finally can you advise me which O2 Shop you went to in Leicester who are confirming it as faulty and by any chance did you catch the representative’s name that confirmed the fault. Addresses can be found in following link.

http://o2.asymmetry.co.uk/?location=le1

Did they check and log the fault against the phone and issue any fault report? As the phone is still covered under warranty they should have checked the warranty status against the phone and also did they run any diagnostics on the phone to detect a fault?

I would be grateful if you could provide these details as if the phone needs returning to me if the above does not resolve the internet/network issue, I will be taking it to a O2 shop to get it tested and be able to tell them who confirmed the fault.

If the above does not resolve the issue please email me regarding returns.

Millionaire

As suspected, he is not interested at all in what I said and emailed me back within 1/2 hour. His email:

'I have done everthing to short this problem like iPhone but they is problem in phone I had went to 02shop and spoken to 02 customer care all setting is proper an it is 3g sim befor u send this message I had done last week to short thisproblem which u had ask in this message so please refund me an I will send all your item back'

He's not answered any questions about the O2 shop and hasn't even bothered giving the settings I sent him a go.

What do people reckon?

tlck9

Personally sounds like a young person that has jailbroken his phone and is now worried sick he has spent all that money and he has a brick.

O2 will not just say its faulty, having had an issue with my iphone, they usually run tests and alsorts, only then will they say it has to go back to apple under the warranty.

I would suggest if he lives in Leicester that he pops it to the apple shop, its is about 5 minutes from the 02 shop. they will see if its "faulty"

I would suggest he does this but I would not refund at all, if needs be, say you will ring the apple shop in leicester while he is there to discuss the problem

If you do this and there is a problem, then perhaps it is worth Apple returning the phone to you fixed and you giving a refund at that point, but I would be wary of this, sounds liek an out and out scam

rains_3

Yep he's jailbroken the iphone and now has low signal and slow internet and the os should also be running slow,

SarahMoon

Didnt his message sound fishy "Refund me and I'll then send you the iPhone back" He has either as previous posters have said Jailbroken the phone and has a really pretty brick/paperweight or he has broken it in some other way.

Ask for the apple report from the apple experts I think they are called. If he has jailbroke it then he might have got it infected with some malware

http://news.softpedia.com/news/Intego-Claims-It-Can-Heal-Worm-Infected-iPhones-129424.shtml

It is possible. Or we could all be wrong and its some kid whos parents have found out what s/he's done and needs to send it back

Millionaire

tlck9 wrote: »

O2 will not just say its faulty, having had an issue with my iphone, they usually run tests and alsorts, only then will they say it has to go back to apple under the warranty.

Did they run these tests while you waited in the shop? Did they log serial number and fault on the system?

Would it be possible to tell him to go to O2 and/or Apple and as the phone is under warranty for them to log the fault and then me to ring that store up and give them a serial number and they can confirm that a fault had been identified?

caeler

Agreed - I think he thinks you'll refund THEN he'll send the phone back. Is there a way you can raise a dispute with paypal to say you think he's jailbroken the phone (making it worthless which causes these faults) and you won't accept it back until its had an apple report officially confirming the situation.

On another note, I once had to raise a paypal dispute (non received item) and they said they couldn't get the money back. I assume the funds had been transferred or account closed!?

ckerrd

When I took a broken iphone to the Apple store it was replaced after a few quick goes at repairing it. They asked if it was still under warranty and I said yes - no further checks were done.

Get him to make an appointment with the genius bar http://www.apple.com/uk/retail/geniusbar/ It is free, and they should be able to tell what (if anything) is wrong.

Millionaire

I have noted some discrepancies with his latest reply. He emailed this 2 days ago asking me what to do.

Millionaire wrote: »

"sorry to say but i m having problem with my network its suddenly going down and i have compared the phone with my friend's iphone 3GS its working faster than mine so can you tell me what to do?"

Then next day (yesterday)

"i spoken with o2 custemor service but they said the settings are fine but its have problem with phone i lso went to o2 shop and they said the same thing they also said that iphon internet is too slow as wel they said there is a problem with the phone so can you please refund and i will send you the iphone with all the accecories"

However in todays email he's saying he done it all last week?:rolleyes:

'I have done everthing to short this problem like iPhone but they is problem in phone I had went to 02shop and spoken to 02 customer care all setting is proper an it is 3g sim befor u send this message I had done last week to short thisproblem which u had ask in this message so please refund me an I will send all your item back'

ckerrd

I bet he is sh!tting himself now.

He has got a useless phone and wants you to pay for it