Add your feedback on gadget recycler Cex

martynsaxman

I bought my (unlocked) iPhone 4.0 online from CEX last July and am STILL waiting for one that works properly. When I eventually receive it, it will be my second replacement (third phone). I bought this phone to use on my travels around Spain and bought it from CEX because I want to support recyling, etc and got the impression that CEX are a "right on" company in this respect. My opinion has drastically changed and I've ended up paying more than if it I'd bought a new one from Apple (it was only £5 less than a new one anyway but that's not why I chose CEX).

I tried to return the original faulty phone to one of the high street branches but they advised me to contact CEX Customer Services by email as it is a web purchase. The second phone I received last December would not accept any SIM card that I tried so once again I was left with the problem of getting it back to CEX at a cost. A third phone was apparently dispatched last week, though I've yet to receive it. When trying to find out what happened, CEX simply gave me the Royal Mail tracking number which to me suggests they are passing on the delivery responsibility. However, in the interests of progress as clearly they have no interest in ensuring my phone arrived ok, I went onto Royal Mail website and learned that a delivery attempt was made on Wed 15 Feb and a card left. Well, no such card was left and someone was in all day and tells me that no delivery attempt was made. The regular postman of this area was confused and knew nothing about this.

The person living in the house has since greatly put himself out trying to find out what is going on and eventually got through to the sorting office to learn that the phone has been delivered to an address in Maidenhead, which is certainly NOT the delivery address given. Obviously Royal Mail cannot go giving out these details.

I have contacted CEX by email as they suggest in their Facebook page, numerous times to find out what is going on, to get them to confirm delivery address and so far I have heard nothing - not a satisfactory situation. Further more, the only contact they have made this week is to reiterate the Royal Mail tracking number, which again insinuates it's my responsibility.

I strongly urge people to learn from this and boycott the organisation as clearly they are in the habit of providing faulty goods and haven't got the decency to deal with issues properly. Whilst it is true, this could just be my experience, from what I've read, it certainly is not.

All this has happened under a cloud of unneccesary complaint emails to CEX which could've been avoided if they'd provided something that works properly in the first place. At one point, they even told me I should consult with Apple, which again is not up to me to do, but I did and needless to say, they referred me back to the people who sold me the phone.

So just to summarise, so far I have paid £495 last July for the phone plus a further £7 in Nocemeber / December and another £7 a few weeks ago and I have still to own a properly working version of what I have purchased - not good methinks!

ioscorpio

I have just taken 2 phones to CEX, brand new Alcatel OT-355 and was paid A Grade £14. A year old Nokia C3-01 in excellent condition, it was graded as a B because the headphones were not in a plastic wallet and it was a hygiene issue. After testing it they refused to buy in as they could not do a reset on it, as it would not accept the default code. I went back the next day after taking the battery out and then reset it ok. I put the headphones in a plastic wallet, but was told it was a B grade as it did not have a data cable, I told her it did not come with one. She said it would take an hour to test it, so I said I would come back the next day. I took in a Nokia data cable with me from another phone, so they paid me A grade £55.

You have to stand your ground with them, as they try any excuse to downgrade them. I always check the price on their website prior to visiting their store.

I have always been offered the same price in-store as online. If you using a comparison site, you should then double check on the CEX website for the various networks and grades. http://uk.webuy.com/

lilmissthrifty

I posted my ipod touch to them a week and a half ago and since then I haven't heard anything! No acknowledgement, no update to the online sell to CEX status - nothing. I've sent them four emails and still haven't heard back. The ipod is worth £50 - so it's a lot of money to lose. I wish I'd never sent it to them - they seem really incompetent.

robbies_gal

well this is the second time ive tried to sell a phone to them full working order but because they say the back cover is a little too loose wont even buy it off me-waste of time

tna4ever

Best thing to sell your old mobile is ebay cos you will get more for your money.

mobilejunkie

I'm trying THAT for the first time right now, since CEX recently took an age to pay and failed to send the pre-paid jiffy bag. However, so far I've had no takers so will go back to CEX if this fails. Although on paper you might and sometimes can get more selling privately it can incur extra costs, hassle and take longer if/when you can.

tototo

I have just sold to CEX for the first time. They hassled me for the charger first, went back with it and they took my phone, minus £10 for the charger, didn't mind as needed the charger anyway and I got more than Ebay would have after all the fees.
My advice is: check on their website before going in, take in everything, be prepared to wait at least an hour for their testing and emei checking. Sending by post is throwing your items away as there's no guarantee you'll get your expectations. They offered to test mine and asked me to return following day with charger and I refused.
So shocked to read other people's experience though, I think I have been a lucky 'CEX virgin'.

mobilejunkie

After using them for a long time and selling many phones without any real issues, they've now stopped sending out pre-paid envelopes (I never use the shops) despite saying they will send one. Pity - I would continue using them but (being quite mean) won't pay the postage.

johhnyhotrocks

Do not touch this company with a barge pole!!! I had an HTC WildfireS that was 6 months old, had been kept in a leather case but had a tiny mark in a corner where it had rubbed a key.
I used MSE to get the best quote and Cex came out on top offering £100 which was £40 more than the nearest offer. The nearest shop is 10 miles away in Stockport so I decided to travel there fully expecting to be knocked down a few pouns because of the tiny mark.
Well the assistant was downright rude, he rubbished the condition of the phone, and offered me £50.
I immediately walked out vowing never to return, but as I walked down the street I spotted Cash Converters (which is a place I have never been in before, and always viewed with suspicion). The assistant in there was complimentary about the phone and offered me £55 which I decided to accept. He also told me that they get many people in his shop that have walked out of CEX.

So be warned and please save your petrol money!

50Twuncle

I took my 5 year old - but still working 100% - good condition Nokia E90 to my local CEX - I had checked on line and rated the phone at £70 - they offered me £30 - I ran out, choking - and yes - the store stank - I reckon that there were dead customers in there !!