Bought a “new” Samsung S23 Ultra from Amazon, turned out to be a used/refurbished device – what should I do?

[User_9b242c91]

U

User_9b242c91
PARTICIPANT
April 25, 2026 at 6:48 pm

Hey everyone,

I’m in a pretty frustrating situation and wanted some advice from people who might have gone through something similar.

I purchased a Samsung Galaxy S23 Ultra from Amazon around May 2024, paying full price, assuming it was a brand-new device. Everything looked fine externally, so I had no reason to doubt it at the time.

Recently, I started facing issues with the phone, specifically a green screen problem and a noticeably faded display, which led me to visit an authorized service center.

That’s where things got concerning.

I was informed that the device already had a prior service history. After that, I managed to dig deeper and gather detailed repair information through internal system checks by providing identifiers like the device serial number and warranty claim references.

From that, I was able to confirm the following:

* The phone had multiple repairs done in 2023 (before I even bought it)
* Major components like the motherboard and display were repaired/replaced
* There was even a DOA (Dead on Arrival) case at some point
* Warranty timeline didn’t align with my purchase date

This clearly indicates that the device was **used and refurbished**, and not a brand-new unit as it was listed and sold to me.

Since then, I’ve been in continuous contact with Amazon support. I’ve shared all the relevant details I have, including repair history and identifiers, but they keep asking for additional documents like a “denial letter” from the brand, which the service center is not providing.

At this point, it feels like I’m being looped through unnecessary requirements instead of getting an actual resolution.

It’s been several days now, and honestly, it’s getting frustrating.

To sum it up:

* I paid full price for a new device
* But received a used/refurbished device with prior repair history
* Now facing display issues like green screen and fading

I’m now considering filing a complaint in consumer court, but before that, I wanted to ask:

– Has anyone faced something similar?
– Did Amazon resolve it, or did you have to go legal?
– Is consumer court the right next step, or should I try something else first?

Would really appreciate any guidance or shared experiences.

Thanks!

Share

[Author]

Posts