Abysmal service, daylight robbery
Abysmal service,
I am writing to express my extreme dissatisfaction with the service I have received regarding my recent phone purchase from Mobile Phones Direct and the subsequent service provided by O2.
6 weeks ago, I returned the phone to Mobile Phones Direct after encountering issues with the service. Despite spending over 10 hours on the phone with both Apple and O2 over the course of two weeks, the issue remained unresolved. Apple and O2 were unable to rectify the problem, and it was advised by one of Mobile Phones Direct's employees that I return the phone to them, which I promptly did.
Now, two months later, I have been informed by Mobile Phones Direct that there is supposedly nothing wrong with the phone, and they are refusing to refund the £170 upfront cost. Furthermore, I am still being charged by O2 for a service that I have not received.
To summarize, I am currently without a phone, without any service, and no viable solutions have been offered by either Mobile Phones Direct or O2. This situation is completely unacceptable, and I am utterly dismayed by the lack of assistance and resolution.
I strongly advise others to avoid engaging with both Mobile Phones Direct and O2 based on my experience.
Reply from Mobile Phones Direct Ltd
Good afternoon, Kione,
Thanks for taking the time to leave us a review. I’m sorry you’re not completely happy with your experience so far. We always like to give customers the best experience, so let’s try and resolve things for you.
Upon review of your order, I can see that you had contacted us regarding being unable to use the FaceTime, iMessage and voicemail services on your device, and because of this, you wished to cancel your contract outside of the usual 14-day change of mind period. We have offered to accept your handset back for testing, to see if we can identify the fault, as we would be happy to honour your cancellation request, or offer a replacement, if the fault was found with your device. After your handset had been through two thorough sets of testing, however, we were unable to locate such a fault, with all these services working fine on your handset.
As your handset was in full working order, and you are outside of your change of mind period for cancellation, we have returned your handset to you, to continue with the terms of your contract.
I can appreciate this was not the outcome you were expecting, however as there is no fault with your device, or supporting evidence of your claim, we are unable to review this further.
Please feel free to retrieve a diagnostic report from Apple, as we will happily reconsider if evidence of the fault is provided.
I hope this helps, however if you would like to discuss any further, please feel free to give us a call on 0345 470 4000, and we will be happy to discuss over the phone!
Thanks,
Asher