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PhoneRecycleBank - screwing me over? [NOW CONCLUDED]
RichA
Posts: 33 Forumite
I could really do with some help from people who know more about this than I. 
Decided to recycle my old phone, rather than sell it - best deal was £127 from PhoneRecycleBank.com, eBay wasn't likely to fetch much more, so I opted for the easier option. But it's all gone wrong. Handset was immaculate - always had a screen protector, silicon case. Perfect in every way. Was extremely well packed when I mailed it to them.
I mailed it to them using recorded delivery on 28/03/12, and it was signed for on 30/03/12. I received an email 02/04/12 stating they have decided it's in a "non-working state", and worth £40. I phoned immediately - issue is a missing back cover and battery. I confirm that both items were shipped with the handset, and the assistant on the phone emails their warehouse requesting they check again, and I am told to expect a phone call in 2 days. Phone call doesn't happen.
I called back on 5/04/12, and am told that they've now found the back cover but not the battery, and will only offer the non-working price. I request the handset be returned to me. As Easter is looming, I should expect to hear from the relevant department on Tuesday 10/04/12 - which I need to do, as I'm scheduled to move house Friday 13th. This phone call didn't happen either.
I called on Wednesday 11/04/12 at 11.35am, and am told that the person I need to speak to is on a call but I'll be her next phone call. I gave up waiting at 1.10pm and called back - am told relevant person is on her lunch, and will call me at 1.30pm. I hesitantly agree to wait for a call-back from this person.
I get a call back at 2.15pm - not from the person I'm supposed to be talking to, but the customer service advisor I got through to on the phone at 1.10pm. Apparently, I can now have my handset sent back to me with the original packaging, and I can expect it within 5 working days - but not to my new address, unless I send them a couple of household bills to prove it's my new residence. I figured it'd be easier to just extend my rent for a few days, and my landlord very kindly agrees to give me until the Wednesday(18th) to keep collecting my mail.
Nothing has shown up yet. I phoned them today to be told it'll ship tonight - but they're unable to give me a tracking number. I hand my keys back on Wednesday evening - the next tenants move in on Thursday 19th.
Where do I stand here, regarding things like consequential losses and so-on? The handset, in a working state, has devalued by over £40 in the time they've dragged their heels. If the package was intercepted, then the last thing a rogue employee is likely to pinch is a £5 battery, given the value of the handset. I believe the battery was left in the packaging and discarded(it was wrapped separately to the handset itself), but this is going to be impossible to prove.
My biggest concern is that I'll never see the handset again - it'll arrive at my old house after I move, and I've no idea where I stand with anything.
What do I do? Is there anything I actually can do? Even if the handset comes back unscathed, by the time I order a replacement battery the handset it likely to be worth ~£40 less than when I originally agreed to use this company - plus I'll be £5-10 out of pocket by having to replace the battery they've lost.
Help!
Thanks for any advice.
Decided to recycle my old phone, rather than sell it - best deal was £127 from PhoneRecycleBank.com, eBay wasn't likely to fetch much more, so I opted for the easier option. But it's all gone wrong. Handset was immaculate - always had a screen protector, silicon case. Perfect in every way. Was extremely well packed when I mailed it to them.
I mailed it to them using recorded delivery on 28/03/12, and it was signed for on 30/03/12. I received an email 02/04/12 stating they have decided it's in a "non-working state", and worth £40. I phoned immediately - issue is a missing back cover and battery. I confirm that both items were shipped with the handset, and the assistant on the phone emails their warehouse requesting they check again, and I am told to expect a phone call in 2 days. Phone call doesn't happen.
I called back on 5/04/12, and am told that they've now found the back cover but not the battery, and will only offer the non-working price. I request the handset be returned to me. As Easter is looming, I should expect to hear from the relevant department on Tuesday 10/04/12 - which I need to do, as I'm scheduled to move house Friday 13th. This phone call didn't happen either.
I called on Wednesday 11/04/12 at 11.35am, and am told that the person I need to speak to is on a call but I'll be her next phone call. I gave up waiting at 1.10pm and called back - am told relevant person is on her lunch, and will call me at 1.30pm. I hesitantly agree to wait for a call-back from this person.
I get a call back at 2.15pm - not from the person I'm supposed to be talking to, but the customer service advisor I got through to on the phone at 1.10pm. Apparently, I can now have my handset sent back to me with the original packaging, and I can expect it within 5 working days - but not to my new address, unless I send them a couple of household bills to prove it's my new residence. I figured it'd be easier to just extend my rent for a few days, and my landlord very kindly agrees to give me until the Wednesday(18th) to keep collecting my mail.
Nothing has shown up yet. I phoned them today to be told it'll ship tonight - but they're unable to give me a tracking number. I hand my keys back on Wednesday evening - the next tenants move in on Thursday 19th.
Where do I stand here, regarding things like consequential losses and so-on? The handset, in a working state, has devalued by over £40 in the time they've dragged their heels. If the package was intercepted, then the last thing a rogue employee is likely to pinch is a £5 battery, given the value of the handset. I believe the battery was left in the packaging and discarded(it was wrapped separately to the handset itself), but this is going to be impossible to prove.
My biggest concern is that I'll never see the handset again - it'll arrive at my old house after I move, and I've no idea where I stand with anything.
What do I do? Is there anything I actually can do? Even if the handset comes back unscathed, by the time I order a replacement battery the handset it likely to be worth ~£40 less than when I originally agreed to use this company - plus I'll be £5-10 out of pocket by having to replace the battery they've lost.
Help!
Thanks for any advice.
0
Comments
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I'm guessing it was a bit long-winded. Sorry!What did you buy?
When did you buy it?
Where from? (internet or in store - it DOES make a difference)
How did you pay? (cash/cheque/debit card/credit card etc)
What went wrong?
What are the vendors telling you?
What solution or remedy are you looking for? (Companies may Repair / Refund / Replace)
Agreed to sell my £130 handset to a phone recycling company, sent 28/3/12.
They claim it's "non-working" 2/4/12, citing missing battery and back cover. Further investigation between then and 5/4/12 and they locate the back cover, I request the phone comes back to me rather than accept their offer of around £40(new batteries are £5-10). On the same day, I inform them that I'm moving house 13/4/12 and would prefer shipment to the new address - am to await a callback to arrange this.
Nobody contacts me. I call again on Wednesday 11th - am told they won't ship it to my new address without household bills from me. I request they mail it back to my old address - they say it'll be with me within 5 working days. I extend my rent with my landlord so I can collect the phone.
Hear nothing, nothing arrives in the post. I call yesterday(16/2/12) and am told the handset has been sent that day, recorded delivery - but they claim to not have a tracking number available.
Where do I stand? Whatever happens, I'm out of pocket because they've lost my property, or an outsider has stolen it(not likely, given the value of the item and the other objects in the box!). I'm further out of pocket because they've dragged their feet and not-once acted in good faith. And I'm now running the risk of never seeing the item again as they've delayed mailing the item out.
Where do I stand, and what can/do I do?
Thanks for any help! 0 -
This strikes me as quite odd. I have spent - literally - hours of my time chasing this up with members of your company, with no luck at all. Nobody cares, nobody actually bothers to help, nor does me the courtesy of following things up or returning my calls. Zero information is willingly passed on to me. I post on here, looking for advice on what to do - and your company pops up, wanting to "help out as quickly as possible".
Marvellous. I do wonder how this caught your eye so much more quickly than the repeated calls to your company.
Tell you what - seeing as I've had much more luck with my posting on here rather than contacting your company directly, I'll stick with that approach if it's all the same to you.
I'll give you all the information I can:-
1. I posted my Samsung Galaxy S i9000 on Wednesday 28th March 2012, via Royal Mail. It was very well packaged - the battery was removed and had a layer of bubble-wrap around it. The handset was placed in its protective silicon casing, inside a small jiffy bag. This jiffy bag and battery were placed inside a larger jiffy bag, with a piece of paper securing the two together. On this piece of paper were my contact details, order number, and the IMEI of the handset. Royal Mail successfully delivered this package on Friday 30th March, at around 8.15am. Tracking number is available if required.
2. I receive an email on Monday 2nd April, 3.05pm, claiming the handset is in a non-working condition. Somewhat puzzled, as the handset had been my main phone until 27th March, I called to try and work out what the problem was. Spoke to "Kelly" at 3.20pm, who checked the details on your computer system, and concluded the handset had arrived without a back cover, nor a battery. I detail how the item was packaged, and she sends a message to your warehouse to re-check the package. I'm advised I'll hear back within 2 days.
3. No contact is made. I phone again on Thursday 5th April, and speak to "Robyn" at 1.30pm. I'm advised the rear cover has now been found, but not the battery. I enquire how I proceed to have the handset returned to me - am advised I need to speak to a lady called "Gill", who is no longer in the office and will get back to me on Tuesday 10th April. I advise "Robyn" that this is all an unforeseen complication, and that I'm in the process of moving house - completing Friday 13th. Robyn assures me that it won't be a problem to have the handset returned to my new address. Am advised that there is no way the battery could have been lost within your organisation, and that I should instigate a claim against Royal Mail for the missing battery. I ask, and am told I'm able to have my original packaging material returned with the handset.
4. I hear nothing from "Gill" on the specified day. I call on Wednesday 11th April 2012, at 11.35am. I speak with "Adam". He checks my details, and seems somewhat puzzled that things are taking so long. "Gill" is on another call, but "Adam" assures me that I'll be a priority case, and she will contact me as soon as she is finished on the phone.
5. No priority return from "Gill". I call back at 1.10pm, and speak with "Sam". "Sam" explains that "Gill" isn't in the office(I presume she's on lunch), but will endeavour to have "Gill" contact me at 1.30pm, when she is scheduled to return. "Sam" promises that I will hear back from either herself or "Gill" around that time. I hear nothing from "Gill", but "Sam" does return my call, at 2.14pm. "Gill" isn't available for calls, but "Sam" is able to confirm I can have the handset returned to me - but not at my new address, unless I can send your company some proof that the address is mine - such as a utility bill. Of course, had anyone bothered to investigate faster or return my calls, changing the address wouldn't have been required. But I digress... At this point, I firmly request the original packaging be returned to me so I can see whether I should be investigating a claim against Royal Mail for interception of my package.
6. Given the options, and the time it'll take me to obtain a paper bill at my current address, I agree to have the handset returned to my old address. "Sam" clearly states the handset will be with me in 5 working days or less - I speak with my landlord and he agrees to let me keep a set of keys for a few days so I can keep on top of my mail. Time is tight, as the new tenants are due to move in on Thursday 19th.
7. Monday 16th - no sign of the handset. I call your office again at 3.15pm, and speak to "Sam" - though I believe her to be a different "Sam" to that of last week. Upon checking my details, my handset has been sent that day. She assures me it has been sent using Recorded Delivery - but is unable to provide me with a tracking number. She speaks with a colleague and informs me that Recorded Delivery doesn't have a tracking number. I challenge this information, and she agrees to contact the warehouse and provide me with the tracking or shipment details that evening. No such information is forthcoming.
8. Tuesday 17th - I phone and chase your company again, this time making contact with "Lee" at 10.03am. This is the one and only time an employee has actually followed their word and done what was promised. There is no tracking number on the system, and I'm reluctant to do anything other than remain on the line until the fiasco is resolved. He agrees to call me back within the hour with an update - and he follows through with this. At 10.22am, he returns the call with tracking information.
9. Tuesday 17th - the handset is returned to my address. Obviously, minus a battery. Sadly, also lacking the protective silicon cover I included with the handset, and also without trace of the original packaging. I now have likely zero-chance of establishing whether someone at Royal Mail decided to intercept my £127 package and steal a £5 battery, or whether it was discarded within your organisation when the handset was unwrapped.
Where I currently stand:-
1. I have zero confidence in your company. I feel cheated and lied to. Up until "Lee" earlier today, nobody within your ogranisation was willing to take any form of responsibility for the ongoing sage. Nobody cared. There was no gesture of good-faith, nor good-will, when the battery cover was found despite it not being sent with my handset, as-per your report. Given the handset value(£127), the handset value in a non-working state(at the time, around £40), and the cost of a genuine second-hand battery(£5 delivered on a well-known internet auction site), I'm not very likely to send the handset without a battery.
2. Without the packaging, and given the value of the contents of my shipment, I find it most improbable that someone at Royal Mail would intercept the package, steal a £5 battery, and then continue to deliver £120+ of telephone to yourselves.
3. The battery was therefore lost within your organisation. I've chased, and chased, and chased - at each opportunity, I've acted honestly and with nothing but integrity. At each opportunity, your company have failed to check packages properly, discarded my personal property, failed to return calls, failed to correctly chase information, and failed to return my handset in a timely manner.
If you really want to make it up to me, I propose either of the following:
1. Collect the handset from me, without a battery. Pay me the originally offered sum of £127.
2. Accept that the chances are the battery was lost within your organisation, and that my property has been discarded whilst in your posession. Give me a good-faith payment of £6 to replace the battery, £40 for the handset depreciation whilst held-up within your company. If you're really like to compensate me in some way, I'd appreciate a cold bottle of Innis & Gunn beer. They're £1.75 or so from the local supermarket.
Order number with yourselves was 6599301.
Regards,
RichA0 -
Dear MSE ForumTeam3,
Respectfully request to know the reason for the deleted post, or removing the quote from my post? It now looks like I was just talking to myself.
I assumed I'd have a PM when I logged in regarding the deletion, but I see nothing.
<snip>
That was the removed content.
Thanks,
RichA0 -
I'm guessing the company didn't have permission to post, as their posts have been removed."Beautiful young people are accidents of nature, But beautiful old people are works of art."
-- Eleanor Roosevelt0 -
Rich, I think the company has to have permission to post as a 'company' first via MSE rather than just creating an account.'' Ok Marge, if anyone asks, you require 24-hour nursing care; Lisa's a clergyman; Maggie is seven people and Bart was wounded in Vietnam ''0
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Thank-you both. It makes more sense now; I've amended my earlier post now I understand the reasoning somewhat more.
RichA0 -
You will have to contact them via the email they gave you. There is nothing however stopping you updating this thread with any responses you receive. As the company are aware of this thread it would be good to see how they resolve the situation for you and should help anyone in the same situation in the future.0
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Agreed, Have just emailed them, will update with any progress.
Surprised anyone has read this far down - it's a very long page. Also surprised at the number of page views!
Thanks,
RichA0 -
The phone has lost £40 in value in 28 days? Nah0
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Price offered when I posted the handset - £127.10.
Price now offered by the same company - £90.43.
I make that £37? £44 if you factor in the now-missing battery and protective case.
Regards,
RichA0
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