Ava J.

I purchased an Iphone 8 from Staples.ca on Dec 2019. My iphone's camera broke down in July of this year and I attempted to have this iphone repaired with Apple under manufacture warranty. However, I was told by apple support that my phone was activated in 2017 and had been out of warranty for over 500 days. I was shocked and explained to Apple that the phone was purchased in 2019, not 2017. Apple support said if I could submit them an invoice with my serial number then they could perhaps claim my warranty. I obtained an invoice from Staples and sent to Apples, but they were unable to claim my warranty. They explained to me that since the phone was already activated in 2017, they cannot validate a secondary warranty as I'm the second owner. Apple explained to me that the phone was either a refurbished or a returned product. When I purchased the phone there was no indication on Staple's website that the phone was refurbished. I also paid for the price of a new phone. I approached Staples and they claimed the phone was new. I escalated the issue to a manager and I requested for a money back for my phone as it's unfair for me to pay for a refurbished phone for the price of a brand new phone. The manager said they would do some investigation with their vendor and will get back to me in 2-3 days. After 8 days of numerous attempts to contact Staples, I finally heard back from them today. The wrote me an email and indicate 1) I never claimed a warranty with Apple, which is false. I tried to claim warranty with Apple but I was denied. 2) Based on my serial number Apple never sold a phone to Staple's vendor, so I didn't purchase the phone from Staples.ca. I was shocked that they would respond me in this way. I have proof of purchase in my email that I bought this phone from Staples.ca. Staples will not issue a refund for the phone and asks me to repair the phone at my own cost. Staples sold me a refurbished phone but refuse to take the responsibility and since then they've been ignoring my calls and emails. I cannot believe that such a big company would treat customer in this manner!