What an awful company.
They make so many mistakes.
First, they told me to send any phone accessories that were connected to the issue I was having with my phone, and then they kept them and sent back a shoddy, non branded cable.
I requested a refund after an arguement with them, so that I could but a new cable.
This time they kept me hanging on whilst saying they were ordering new parts. The only issue was a broken screen. They then said that they couldn't repair it and that they'd replace it.
The replacement phone also has a damaged screen! They insist that you send your phone to them, costing over £7 and would not let me drop it off! I live nearby. Their security guard gave me some rubbish reason as to why.
There was no way I was going to send them the phone back again, have to be phone-less for a week and possibly end up with another faulty phone.
Fortunately the screen damage isn't visible and only stops the stylus from working properly, or I would have had no choice but to send it back.
There are so many reports of customers being sent broken phones, I felt like I'd got off lightly and decided to cut my losses.
I rang to report the damage and requested the original postage be refunded, but that I wouldn't be using them to repair the broken phone they sent me.
I was told that the refund would be sent via BACS, which is an immediate payment, and that the money would be in my account within 24 hours of me sending them my postage receipt.
I was given no instruction to add any details to the email, just to send a picture of the receipt.
I then heard nothing.
No money arrived.
I emailed again. I was then told that they couldn't process my refund without policy details. I don't have a policy, I get insurance as part of my bank account extras, so I gave my account number and told them it wasn't good enough.
I then get a email telling me that the BACS payment had already been processed 2 days ago and would take several days to hit my account.
That's not how BACS works, and I informed them of that. I also told them this was a farce. Being asked for information one minute but it had all apparently already been processed two days prior!? It's stinks of lies and incompetence.
Just after my last email the money arrived in my account...funny that.
Terrible business all round.
I'd rather have to save up for a new phone than ever send a broken device to them again.
In fact, I am changing my bank account so that I no longer pay for a service that is so effing horrendous.