BackMarket isn't what it seems. They don't sell electronics. They provide services to used electronics sellers. They charge the sellers to get customers and handle orders. If you have a problem, you have to hope the anonymous used electronics seller you bought from chooses to live up to the warranty. BackMarket has no incentive to help, they get paid by the seller. They work for the seller to help the seller deal with you (as "efficiently" as possible). The fewer warranty claims the sellers honor, the more money BackMarket can charge, the more profitable they are. I thought I was buying a BackMarket product. I now realize I WAS a BackMarket product.