Hi, maxtechoverload. Since, a resolution for one phone may not be applicable with the other. We will need to gather more information including phone's serial number for further investigation. The phone's serial number is a crucial information since it will display all relevant information including but not limited to customers' contact information. For security reason, we do not encourage these information to be posted on the account. I hope this clarifies the situation on why we have to take issues like this offline. Thank you.