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donavocado's profile

6 Messages

Monday, October 9th, 2023 6:49 PM

Upgraded to a new iPhone, received an open box used iPhone

I recently upgraded my device at an AT&T store, and it was delivered to my door shortly after. However, the cardboard shipping box appeared to have been tampered with, which raised a red flag. Upon opening the package, I noticed the white iPhone box. New iPhones typically have two orange tabs at the top to seal the box, but in this case, those tabs had been cut and resealed on the sides with white seals.

I contacted AT&T customer service, and they provided me with a return shipping label. I sent the phone back and then ordered a "new" iPhone at an AT&T store once again, paying the taxes for the phone a second time. This time, I had it shipped to the store. However, when I opened the packaging, I encountered the same issue: the top seals had been cut, and there were no orange factory-sealed tabs. The second phone had been resealed on the sides, just like the first one.

I am EXTREMELY frustrated because I expected to receive a new iPhone but instead received a used one. This situation feels deceptive, and I believe it constitutes fraud on AT&T's part. I am wondering what steps I need to take to ensure I receive a genuinely new phone. As a result, I am planning to file complaints with the FCC and the BBB against AT&T.

Accepted Solution

6 Messages

5 months ago

I have the issue resolved now. I am very happy with AT&T

ACE - Sage

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116.1K Messages

5 months ago

Was the reseal by any chance marked with "QC passed"?

QC stands for quality control. Apple randomly opens some boxes that are sealed to check the contents to make sure that the phone is as it should be after being boxed and sealed

That indicates it is a new phone sealed by Apple, not a used device

ACE - Master

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10.1K Messages

5 months ago

I don’t remember ever seeing orange seals on new iPhone boxes.  Both my new 15 PM and previous 13 PM had a pair of long seal strips on the bottom covering the gap between the box and the top lid.  You pulled a tab to peel off the long strip.  The seal strips were white on my 15 box and black on my 13 box IIRC.  No orange anywhere.

ACE - Sage

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116.1K Messages

5 months ago

@donavocado 

This is what a sealed iPhone 14 or iPhone 15 box looks like...

.
The above picture is of a factory sealed box. With a white tab on the top and the bottom. Unless the tab has been pulled, and the perforation ripped, it was not an open box.
I do not recall an orange seal on ATT phones or any iPhones.

6 Messages

5 months ago

@formerlyknownas "above picture is of a factory sealed box"

Yes that's a factory sealed box. The pictures I'm uploading are cut on the dotted lines. The sides have been resealed with white tabs.

6 Messages

5 months ago

top view

6 Messages

5 months ago

@formerlyknownas "Was the reseal by any chance marked with "QC passed"?"

No it was not

@dwill05 "I don’t remember ever seeing orange seals on new iPhone boxes"

The first picture is what a factory sealed box looks like, the color/saturation might be off but the tabs from Apple are orange, not green. The first picture is a factory sealed box

Community Support

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229.9K Messages

5 months ago

Hey there, we'd love to help you out. Thank you for contacting AT&T Community Forums.

We at AT&T want the best for our customers. 

We're here for you, we understand your situation and would like to turn the experience around with AT&T for you.

If your device is not having a factory sealed box, you can return your device and AT&T will definitely provide you with a return shipping label.
The taxes for the phone which you have charged will be taken care of, we recommend you to return the device and if you feel comfortable try returning it through the AT&T store: http://sm.att.com/2def3a36

Thank you for reaching out to our AT&T Community. 

-MatG, AT&T Community Specialist.

ACE - Sage

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116.1K Messages

5 months ago

@donavocado 

Thanks for the photos. We probably should have asked for those to begin with. Those are definitely not originally factory sealed. And I don't see a QC. Something is not right

Community Support

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229.9K Messages

5 months ago

Hi @ donavocado, we’re glad to hear that your issue has been fixed.

 

Please let us know if you have any further questions.

 

Thanks for reaching out to the AT&T Community Forums.

 

Dominic, AT&T Community Specialist

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