Verizon sent refurbished phone with MDM, remotely wiped his data
▼ Summary
– Verizon sent customer Tom Collery a refurbished phone with an MDM profile, allowing remote control over the device.
– The phone was a store demo unit that was not properly wiped before being shipped to Collery.
– Collery’s data was erased after two weeks, likely due to a remote action triggering a complete reset.
– Verizon said it would investigate the error but did not explain how it occurred or how future incidents would be prevented.
– Collery, a 22-year Verizon customer, is considering legal action after the company failed to recover his lost data.
In a troubling lapse of quality control, Verizon sent a customer a refurbished phone that still contained a Mobile Device Management (MDM) profile, allowing the company to remotely control and eventually wipe the device. The incident raises serious concerns about how the carrier prepares and verits used devices before shipping them to paying customers.
The customer, Tom Collery, initially contacted Verizon in February after experiencing persistent network issues, including frequent dropped calls. In response, the carrier shipped him a replacement device, a Samsung Galaxy Z Flip7. However, instead of receiving a clean, fully functional unit, Collery was sent a phone that had been configured with the same type of management software typically used to monitor and control corporate-owned devices.
It later emerged that the device was a store demo unit that had not been properly wiped before being shipped. Collery said he used the phone for about two weeks before a remote command triggered a complete reset, erasing all of his personal data.
Verizon has acknowledged the incident and stated it would conduct an internal investigation. However, the company has not disclosed how the error happened or what steps it is taking to prevent similar problems in the future. When pressed for details over a seven-week period, Verizon offered only a brief statement: “We are aware of this customer’s concern and are actively and directly working with him to address it.”
Collery, a 22-year Verizon customer, said he had hoped the company would provide a full explanation and help recover the lost data. Instead, he described feeling let down by what he called a series of broken promises. While he has considered switching to another carrier, he is now focused on pursuing legal action against Verizon.
This incident highlights the risks consumers face when receiving refurbished electronics from major carriers, especially when critical security and management profiles are not fully removed. It also underscores the need for more transparent and rigorous refurbishment processes to protect customer data and trust.
(Source: Ars Technica)
