The customer is upset because all contacts and pictures were erased from their phone.

I'm so sorry that this happened to you. Where are you located right now?

If you purchased it through us, at least I can work something else to maybe provide you that. But no, if you purchase in a whole different store, it's not something that we can actually refund for because we don't have the funds with them, okay?

I can go ahead. I can ask my boss what can we do and I can let you know later, okay?

I can call you back, not today. I may be able to call you back tomorrow or on Thursday afternoon.

I understand. I will request it and I will let you know.