I bought a new phone (iphone 7) but it was defective. I could not hear when people would call me. I went on the chat and requested another phone. I specifically asked, is this a new phone sealed? the rep online said yes, brand new sealed from the manufacturer, I guarantee you. I finally got the replacement phone and it was not new. It was a re manufactured phone. I spoke with another rep and they said indeed the rep gave me bad information and they would escalate the issue to their higher ups in regards to him. I on the other hand, have missed two interviews because now I don't have a phone and possibly lost a really good job opportunity.