CEX lost my phone

deek88

Well well well...

Sent my letter off on thursday and by Saturday afternoon I got an email from cex asking for a password that I had put on my phone to complete my order!

The reason I put a password on the phone before I sent it off was incase it got lost or stolen.

I sent it back to them via email on saturday so it looks like we are finally getting somewhere,although i haven't heard from them since Saturday but I'm sure i will soon.

The question remains though...how can they go from having no record of my phone to now having it?do u think the letter worked or just coincidence?

Kestrel

deek88 wrote: »

The question remains though...how can they go from having no record of my phone to now having it?do u think the letter worked or just coincidence?

Don't question it as you will never really know but it's amazing how quick they "found" your phone...at least you now have evidence that they have it

Don't let this communication be a way for them to play for time...they still have what remains of the 14 days from the date they received the letter to give you the money or return the phone - you must stick to your word and play the game properly, I hope you have it marked on your calendar as the next move may be yours deek

deek88

another update...

Just had a look on the my account on cex after i heard nothing back from them since they asked me for my passcode on saturday 3rd April. Now it says my phone is being returned to me. In the notes section it has the following message: "SCREEN HAS WATER DAMAGE/PRESSURE DAMAGE"

I sent the phone off to them in complete working order and there were slight signs of wear and tear but overall was in excellent condition. Cex have 4 categories; Mint, good poor and not working. As i mentioned before it had a few scratches on the back but i used a flip case which protected the front and more importanlty, the screen so it was mint on the front. I had all the acc's, the original box and everything so i decied to set the condition of my phone to good* which i thought was a fair assessment. There was no damage, water or otherwise so i cant see why they would come to that conclusion.

i am completely raging about this, as if there was damage to my phone when i had it there was no way i would risk sending it to an online company and furthermore there would be no point in paying £5.50 to send it RMSD!!

Furthermore, they lost my phone for 2 months!!who knows what could have happened to it in that time!

Anybody any thoughts?

* this is the description from cex...Good - Working phone in good condition with slight cosmetic blemishes. Charger supplied. If the phone includes a music player/radio then it is supplied with headphones. If the phone has PDA functionality a sync cable and/or docking cradle is supplied. Missing original packaging.

Kestrel

Hi Deek

Firstly, I'm not sure where you're up to on your timeline - have the 14 days passed yet? If so, continue on as we discussed regardless of what it says on your account, because if the 14 days are up they haven't complied with your request and they haven't communicated any further with you, therefore it's now your move.

If the 14 days are not yet up, just sit tight a little while longer until they have had the time you allowed and then continue on with your plan.

If the phone is returned to you within the 14 days check that:

a) it's your phone and they haven't mixed it up with another poor soul who is having the misfortune of dealing with this incompetent company
b) check for any damage which may have been caused in the post

Keep us updated on your situation and feel free to PM me again - all is not lost

Kestrel

I've just had a quick look at the previous posts on this thread and see that you posted your letter on 1st April - did you send it 1st class recorded as we discussed? If so, check on the Royal Mail website when it was delivered as there have been Easter holidays etc.

deek88

I just had a look there and it was received on the tuesday 6th April so still a week or so till the 14 days are up.

There is no way that the phone was damaged before i sent it off. I was going to sell it over on the av forums but the value cex were giving me was too good to resist (ahhh hindsights a wonderful thing)...

i have had no contact from them from them since they contacted me on the 6th to ask for a password.

cally6008

just a thought - on the mobile forums, it often crops up about screen/water damage when phones are sent for repair and i think this points to a sticker of some sort inside the phone (when you take battery out, or it could be further inside than that, i dont know). Apparantley, sweat and general moisture in the air can even cause this sticker to change colour and thus implying that the phone has suffered water damage so companies wont repair them

as i said, just a thought

Kestrel

deek88 wrote: »

I just had a look there and it was received on the tuesday 6th April so still a week or so till the 14 days are up.

i have had no contact from them from them since they contacted me on the 6th to ask for a password.

Just be patient and see what happens in the 14 day time frame, until the 14 days are up (or until you get the phone back) there is nothing that you can do

Avoriaz

Although too late for this thread, might this approach have worked/will work in a similar situation?

After a few weeks of getting nowhewre, send them an email saying that, as the phone has gone missing, you will be arranging for the IMEI to be blocked.

I know very little about IMEI blocking but might that spur them into action?

Don't flame me if it is a totally daft idea.

deek88

Got the phone back today from cex,seems to be working fine,don't know where they got water damage from?

Any thoughts?