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  • FIRST POST
    • guriinii
    • By guriinii 11th Mar 17, 1:31 PM
    • 23Posts
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    guriinii
    Wileyfox not returned from repair centre.
    • #1
    • 11th Mar 17, 1:31 PM
    Wileyfox not returned from repair centre. 11th Mar 17 at 1:31 PM
    Hi all,

    I sent my Wileyfox phone off to be repaired nearly a month ago. They stated it would take up to 3 weeks to fix it. I would periodically email the customer support team to check the progress. They informed me that it had been posted to me about the 1st of March. I don't know which courier and have zero information. Now when I email they just say they will get back to me.

    What if they have lost the phone? What can I do?

    Thanks.
Page 1
    • guriinii
    • By guriinii 13th Mar 17, 9:24 AM
    • 23 Posts
    • 1 Thanks
    guriinii
    • #2
    • 13th Mar 17, 9:24 AM
    • #2
    • 13th Mar 17, 9:24 AM
    Bump.

    I would really like my phone back or a replacement or a full refund. I have no idea how to proceed. If the manufacturers have lost my phone, are they liable for it?

    I'm not sure why I'm not getting any help here.. some feedback would be appreciated.
    • DoaM
    • By DoaM 13th Mar 17, 9:31 AM
    • 3,186 Posts
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    DoaM
    • #3
    • 13th Mar 17, 9:31 AM
    • #3
    • 13th Mar 17, 9:31 AM
    Did you pay for the repair, or was it a repair under warranty?
    Did you buy the phone direct from them or from somewhere else?

    As a repair agent they have a duty of care, which includes shipping the phone back to you and it arriving in satisfactory condition. How best to proceed may depend on the answers to the above questions.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • guriinii
    • By guriinii 13th Mar 17, 9:40 AM
    • 23 Posts
    • 1 Thanks
    guriinii
    • #4
    • 13th Mar 17, 9:40 AM
    • #4
    • 13th Mar 17, 9:40 AM
    Thanks for the reply. It is under warranty for two years and I bought it from Amazon in September 2016.
    • ringo_24601
    • By ringo_24601 13th Mar 17, 9:50 AM
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    ringo_24601
    • #5
    • 13th Mar 17, 9:50 AM
    • #5
    • 13th Mar 17, 9:50 AM
    Have you tried contacting them through social media (e.g. Twitter) ? There doesn't seem to be any customer support phone number for them - or ANY phone number at all
    • guriinii
    • By guriinii 13th Mar 17, 9:54 AM
    • 23 Posts
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    guriinii
    • #6
    • 13th Mar 17, 9:54 AM
    • #6
    • 13th Mar 17, 9:54 AM
    Have you tried contacting them through social media (e.g. Twitter) ? There doesn't seem to be any customer support phone number for them - or ANY phone number at all
    Originally posted by ringo_24601
    I've been with contact customer support via email and no I haven't tried. I don't have Facebook or Twitter.
    • ringo_24601
    • By ringo_24601 13th Mar 17, 9:57 AM
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    ringo_24601
    • #7
    • 13th Mar 17, 9:57 AM
    • #7
    • 13th Mar 17, 9:57 AM
    I've been with contact customer support via email and no I haven't tried. I don't have Facebook or Twitter.
    Originally posted by guriinii
    Companies are often very good when you complain via twitter - it's worth signing up just to do this.

    Here is their page - https://twitter.com/wileyfox

    Follow them, then send a direct message giving your details.

    I'm amazed they didn't use a secure means of postage. When I had issues with LG they only used DPD for deliveries.
    • guriinii
    • By guriinii 13th Mar 17, 10:03 AM
    • 23 Posts
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    guriinii
    • #8
    • 13th Mar 17, 10:03 AM
    • #8
    • 13th Mar 17, 10:03 AM
    I'm amazed they didn't use a secure means of postage. When I had issues with LG they only used DPD for deliveries.
    Originally posted by ringo_24601
    I emailed them requesting which courier they used but I just got a generic reply saying they would get back to me soon with the information. This was a week ago.
    • DoaM
    • By DoaM 13th Mar 17, 10:23 AM
    • 3,186 Posts
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    DoaM
    • #9
    • 13th Mar 17, 10:23 AM
    • #9
    • 13th Mar 17, 10:23 AM
    Did you contact Amazon at all, or did you go straight to Wileyfox and Amazon know nothing about this? (Your consumer rights are with Amazon, unless you bought from Wileyfox via the Amazon platform, in which case your rights are with Wileyfox).

    And how did you pay? (Debit or credit card, or Paypal?)
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • guriinii
    • By guriinii 13th Mar 17, 10:25 AM
    • 23 Posts
    • 1 Thanks
    guriinii
    Oh, no, I went straight to Wileyfox. Does this mean I can't do anything?
    • DoaM
    • By DoaM 13th Mar 17, 10:28 AM
    • 3,186 Posts
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    DoaM
    I edited my post a couple of times - you might have responded to a pre-edit version.

    Did you buy from Amazon, or buy from Wileyfox but via the Amazon platform? In other words, was the original order "fulfilled by Amazon" or not? ("Fulfilled by Amazon" basically means you bought from Amazon).
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • guriinii
    • By guriinii 13th Mar 17, 10:34 AM
    • 23 Posts
    • 1 Thanks
    guriinii
    It was bought from a company called InsightCast via Amazon. So no, it wasn't "fulfilled by Amazon". I paid by debit card.
    • DoaM
    • By DoaM 13th Mar 17, 10:53 AM
    • 3,186 Posts
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    DoaM
    That makes things even murkier ... although they'd probably direct you straight to Wileyfox anyway.

    I'm not sure how best to proceed ... but at least others reading this thread should now have the pertinent facts if they choose to respond.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • guriinii
    • By guriinii 13th Mar 17, 11:03 AM
    • 23 Posts
    • 1 Thanks
    guriinii
    Okay, well thanks for the help anyway. If anything good comes from this is that I've learnt to be more careful where and how I shop, specifically with expensive goods.
    • wealdroam
    • By wealdroam 13th Mar 17, 12:40 PM
    • 18,648 Posts
    • 15,549 Thanks
    wealdroam
    I edited my post a couple of times - you might have responded to a pre-edit version.

    Did you buy from Amazon, or buy from Wileyfox but via the Amazon platform? In other words, was the original order "fulfilled by Amazon" or not? ("Fulfilled by Amazon" basically means you bought from Amazon).
    Originally posted by DoaM
    Just to be clear - it makes no difference to the OP's issue - "Fulfilled by Amazon" simply means that Amazon did the leg-work of shipping the goods, but the seller is the marketplace trader.
    • ringo_24601
    • By ringo_24601 13th Mar 17, 12:45 PM
    • 16,907 Posts
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    ringo_24601
    Even if you'd shopped with Amazon, they would refer you to the manufacturers customer support
    • guriinii
    • By guriinii 15th Mar 17, 10:33 AM
    • 23 Posts
    • 1 Thanks
    guriinii
    My phone arrived today, thankfully. Although it was sent with Royal Mail tracked 24 without being informed. So they didn't post it on the 1st of March. I am appalled at how it was handled from a customer service standpoint and had all but given up hope. But I have it back, which I'm very pleased about!

    Thank you for your helpful comments.
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