Complaint Review: It's Worth More - Internet

We received the customer's iPhone 4S and sent him an email to inform him that it was received. Once we started to evaluate the phone, we ran the IMEI through CheckESNfree.com. The status came back stolen so we informed it to the customer as follows:

“Hello *******,

Upon inspection of your item(s) by our specialists, the following adjustments were made to your offer:

• Your iPhone 4S device was received.

• During our evaluation it was discovered that this device was reported stolen.

•Unfortunately, we are unable to proceed with processing this offer and are legally required to hand the item(s) to the carrier or the local police.

•If this is in error, please let us know within 24 hours of receiving this email and contact your carrier to clear the phone off of the blacklist.

If you have any questions or concerns regarding your adjustments, please do not hesitate in contacting us.

Sincerely,

ItsWorthMore.comSupport Team”

Which the customer then replied with:

“This phone is not stollen. We reported it missing to Verizon, which is our carrier. I feel you are scamming me at this point. You need to call me immediately at ***-***-****.

********”

We sent him a follow up email:

“Hello *****,

Thank you for getting back to us promptly. We did try contacting you via telephone, but you did not pick up and your mailbox is full. The ESN is currently blocked and shows up as lost/stolen because you had reported it that way and you didn't notify your carrier that you had found the phone. Please contact Verizon and clear the ESN so we can process your offer.

Thank you.”

We then received the following email

“I’m on the phone with Verizon now. We did re-contact them after we reported it lost on a school trip in Japan. I called Verizon, told them it was located, and had them re-connect service the same day.  If it is showing up lost/stollen due to a Verizon error in re-connecting it and failing to remove it from the list. They have now removed it from the black list. Please check the ESN again now.”

So the customer reported the phone lost or stolen with his carrier and when we checked the IMEI, it came back stolen.

We checked the IMEI and it came back clean so we continued our evaluation. Here is what we discovered.

“Hello *****,

Upon inspection of your item(s) by our specialists, the following adjustments were made to your offer:

•Your iPhone 4S device was received, evaluated and found to be fully functional.

•However, both external water sensors on your iPhone 4S device have been triggered, indicating this device has come into contact with moisture. As this can severely jeopardize the overall integrity of the hardware and software of this device, the offer price has been adjusted to match our findings.

•If you have any questions regarding Water Damage indicators, more information can be found in the link below.

•ttp://support.apple.com/kb/ht3302

•Your offer amount has been adjusted to reflect the above findings.

Your new offer total: $20.00

Please note that you have 7 days to accept this new offer by responding to this email. If you choose to decline, we will send your item(s) back to you free of charge. If you do not respond within this time span, we will go ahead and process your payment in the adjusted amount.

If you have any questions or concerns regarding your adjustments, please do not hesitate in contacting us.

Sincerely,

ItsWorthMore.comSupport Team”

We did our due diligence by informing the customer of all of our findings. When the customer declined the offer, we sent the phone back to him free of charge.