Hey there @Yutao1
We're sorry to hear that, we can assure you that our Certified Pre-Owned (CPO) devices are tested before they are made available for sale. You can also find more info on our FAQ section on this page.
I personally have bought a CPO phone for my last 2 upgrades and like many other customers had it run smoothly, though I understand that this was not the case for your phone. The good news is that we can assist you with a return or exchange within your satisfaction warranty.
Some things to keep in mind though when completing an exchange:
- Only one exchange is allowed
- You can exchange your phone for the same model (if you'd like a different color)
- When exchanging your device for another brand or model, the price of the new phone will replace the previous one
Since the iPhone 11 PRO CPO version and the iPhone 11 new version are not the same, the price won't be the same either. In this case, your phone will be financed at the current price of $11/month for the new model. To keep the same price, you had with the iPhone 11 CPO, you'll need to exchange your current phone for another iPhone 11 CPO model. I understand that the shipping delay due to the backorder is not ideal, but this will guarantee getting the same price at least.
You can reach out to us using these methods to go over your options once more and if you still have any concern about this situation, you can share your feedback with us so we can work towards a resolution.
That's definitely not the impression we want to give.
Please note that Certified Pre-Owned devices are available in limited quantities only and some models have been quite popular lately.
However, we can only offer you a device based on what's currently available and this would apply to any device exchange or new phone purchase.
As much as we'd love to provide you with and exchange for the same phone, if it's no longer available you'll need to select another model and the price of the new phone will apply.
