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My iPhone 4s update question

Called tech support and informed me that software glitch. My phone will not normally turn off without a hard boot and will not boot up when turned back on. Does anyone have a suggestion for this problem as tech has advised that software crashed and cannot be restored. In short order they are sending me a refurbished replacement phone which I do not want. If this must be with no other choices will this affect my trade in value or trade or will I be allowed to trade at all?

Thank you

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