Returned Phone, Received Refund, Now Company Asking for Passwords to Reset Phone and Threatening to Contact My Bank

Lsquash on 21/10/2020 - 15:28

I brought a Xiaomi Redmi Note 9 Pro, had it for a few days and found the wifi didnt work properly so returned it, and received a refund.

Now a couple of weeks later, the company i returned it to is demanding i provide passwords so they can return it to manufacturer "as manufacturer setting", and if i dont provide it by midday friday they will "request charge $386.00 direct to your bank account due to return a faulty item to us".

They have provided a picture of the phone, you can see the screen and it says "Unlock after factory reset - your device has been factory reset, you can unlock it using your previous password".

Surely the manufacturer can reset a phone regardless of the state it is returned in (working condition obviously). Also, can they actually direct banks to pay them? tried calling the bank but couldnt get though after 25 mins on hold lol. all seems a bit suss be interested to hear others thoughts.

Mobile Mobile Phone Xiaomi Android

closed Comments

  • Dack Smith on 23/10/2020 - 10:52
    -1

    This sounds really fishy

    Hopefully OP does the right thing and pays back the money

    Returning a device password locked is a low act

    • squash on 23/10/2020 - 11:04
      -3

      thank you for your useless thoughts on the matter

  • CalmLemons on 23/10/2020 - 11:13
    -1

    Let's step back and think:

    You can always reset your other passwords - why you use the same password across multiple accounts i don't know.

    You can be a human being during these difficult times, yes, businesses have people behind them, and simply give them the password.

    Helps the environment out too by not having a bricked phone.

    Be a man.

    • squash on 23/10/2020 - 11:50

      I never said I used same passwords anywhere what are you talking about

  • OzJD on 23/10/2020 - 12:18
    +1

    @OP I'm with you on this one. You shouldn't share your passwords (even if you change them).

    I am sick of people asking, eg. When I took my MacBook to have the keyboard replaced under warranty (sticky keys) they want it without any valid reason for needing it. I usually backup and wipe before repairs etc. for this reason.

    Manufacturers usually refurbish phones (new exterior) and can write directly to the chips to reset the device.

    Personally I'd offer to reset it if they bring it to me, but not offer them my password(s).

    The fact that so many people are willing to give up their passwords shows that we have a problem with security in 2020.

    • avoidfullprice on 23/10/2020 - 12:34

      The fact that so many people are willing to give up their passwords shows that we have a problem with security in 2020.

      I question those who suggested OP to give up the password will do it themselves. What's worrying is how many people use the same password on multiple accounts even after knowing that's a risk (not OP). Poor OP is at stake losing money or his security.

      • Dack Smith on 23/10/2020 - 12:49

        OP needs to take the phone back and then reset with his password, give back the money. Not saying he has to give up his password

        It's called taking responsibility

        None of that fake "I forgot my password" rubbish

        What OP has done is a really low, low act

        Sad really

        • squash on 23/10/2020 - 13:38
          -1

          Piss off with your low act bs I didn't return the phone knowingly locked.

  • DealBreaker85 on 23/10/2020 - 12:28

    Where did you order it from?

  • Jabba the Hutt on 23/10/2020 - 13:16

    Not reasonable to expect the average consumer to be aware of FRP and its implications. Nor is it reasonable for a retailer to expect a customer to provide their Google account password, let alone try to coerce it out of them with the threat of debiting their account.

    The OS/phone manufacturer implemented the feature with the foresight that it would result in situations where a customer hasn't done a factory reset before returning a phone (and then possibly not remembered the Google login details they used with it), and they should have in place an appropriate procedure to resolve the problem (e.g. retailer passes on the returned product to manufacturer, with the latter having the ability to factory reset an FRP-locked phone), instead of externalising it by expecting millions of individual consumers to educate themselves on FRP. If there isn't such a procedure or if they've made it a major hassle, then I do feel for the retailer who is basically stuck in the middle.

  • Metre on 23/10/2020 - 14:23

    Locally with partnered manufacturer authorised repairers, they should be able to wipe and reset the device clean, if password is provided.

    However, most local retailers have procedures to follow in regards to warranty return/repairs.

    In OP's situation where there is a possible software/hardware fault, the retailer would need to inspect and indentify the fault, then ask OP remove any accounts and passwords, and reset the device before accepting the claim.

  • Stopback on 23/10/2020 - 15:04

    Ask for a live chat and see them do it live

  • squash on 23/10/2020 - 15:05
    +1

    alright this is done how do i delete this post

    • humbala on 23/10/2020 - 15:14

      what did you do?

      • squash on 23/10/2020 - 15:15
        +1

        fine confirmed with them it was passcode not password, then gave them some likely passcodes and they said good

        • Benjamin Dobell on 23/10/2020 - 16:16

          I wouldn't have recommended doing that. However, you're where you are now, so to make the most of the situation, I suggest once you've confirmed they have unlocked the device that you change your password. You can change it once, and then change it back to what it was.

          You're not changing password because they know your password, you just want to revoke access to your account. Technically changing password and revoking access are unrelated tasks, however Google will perform the latter when you perform the former.

    • soggypotato on 23/10/2020 - 15:25
      +1

      Try reporting your own post, select other then ask mods to delete post in description. That's what I did before for a post a long time ago.

      • squash on 23/10/2020 - 16:10

        good idea. reported!

    • redslert on 23/10/2020 - 15:47
      +1

      Well done.
      Simple request, complex overthinking and misinformed advice when you seek information from an internet community.

      • squash on 23/10/2020 - 16:10

        i will never use this forum again!

  • YouSirName on 23/10/2020 - 15:09
    -1

    My previous employer asked me to share my windows password after I left them. I found it quite ridiculous and I didn’t share.

    • Benjamin Dobell on 23/10/2020 - 15:13
      -1

      That's actually very different.

      If you're obstructing access to hardware, information or company processes, then that's typically illegal. Check your employment contract, you're almost certainly violating it.

      You're not strictly required to hand over your password per se; and I'd advise you don't hand over your "main password" for any reason[1]. However, if you don't go in and remove the password, then you're opening yourself up to being sued for any loses caused to the business.

      [1] You shouldn't be using your "main password" anyway, if you are then you've already royally screwed up. For logging into a machine, I can understand why using a password manager would be difficult. However, if that's the case, you absolutely still should be using a unique password, and just remembering it the old fashion way.

      • YouSirName on 23/10/2020 - 16:23

        Btw they asked me for the windows password for a new employee to use it straight away or something. Idk. Definitely I didn’t have a bios or a bitlocker password.
        And hey they didn’t ask it through a proper channel. The manager asked an employee to contact me and get the password. Truly unprofessional. And this happened a few weeks after I left the company.

        • Benjamin Dobell on 23/10/2020 - 16:29

          Yeah, if it's just for a laptop you've returned, and there's nothing on that laptop that belongs to the business they need, then you're in the clear (assuming they can wipe it).

          It's a civil issue, not a criminal one; so there needs to be damages involved e.g. loss of business income because they had to buy a new laptop (if they can't reset it) or lost a contract with a client because they lost important business details etc.

          I'm a software developer, for example, if I was to actively refuse to hand over (as oppose to having genuinely forgotten) passwords to online accounts of an ex-employer such that they can't access those accounts any other way, then I'd certainly be taken to court and lose. Even if I forget the password I could potentially be in trouble if I should reasonably be expected to still remember it i.e. if it's something I used every day and I suddenly can't remember one week after termination of employment.

  • anzacpaul on 23/10/2020 - 15:46

    People here seriously recommending giving a retailer your Google account password?

  • Leeroy Jenkins on 23/10/2020 - 15:56
    +1

    If it's defective and it's being sent back to the manufacturer, why would they need a password from you? Makes absolutely zero sense.

    Sounds like they are going to try to resell the phone as new.

    So, I wouldn't give them my password. If they manage to get money out of your bank (which I don't think they can without your authorisation), you should be able to talk to your bank about this unauthorised transaction.

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