Had a problem which finally got resolved
Problem Resolved
Had a big problem with an iphone 16 pro max I received with it arriving with scratches all over the frame, I made customer service aware of this straight away and was told when I returned the phone I would not be charged for the scratches, However when I returned the phone within that 1st week I got an email saying I was going to be charged over £300 for the scratches !
After a lot of emails and luckily keeping screenshots as proof of the chat about the scratches on the phone when I opened it I managed to get them to cancel the charges and we managed to resolve the issue.
They just need to improve there customer service and having a phone number you can ring to speak to someone would be a big help in future.
Reply from Raylo
Hi Mike,
When a device is returned, it goes through a full assessment by our technical team. If any damage is found that falls outside of fair wear and tear, a repair charge is applied, as outlined in the lease agreement.
We understand this can sometimes come as a surprise, and we’re always happy to share the full assessment report if you’d like more details.
We can see that our team waived the charge for you and that the subscription was closed on 19/08/2025.
Thanks,
Team Raylo