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MobileFun.co.uk
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thetargetarcher
Posts: 136 Forumite
A while ago I purchased a Nokia Ultimate Accessory pack from MobileFun.co.uk. I was very pleased with my purchase apart from the SIM Backup device, as it was faulty.
I returned the SIM Backup device for a replacement and received it but this too was faulty. I contacted Customer Services and asked whether I could return this for a different item as I did not particularly want to receive another faulty one; having received 2 faulty items I thought they may have a faulty batch. I was informed that I could do this. So I returned the faulty item and received yet another SIM Backup device!
I emailed Customer Services and asked why I had been sent yet another SIM Backup and they apologised that it was a mistake and if the 3rd one was faulty it could be returned for a different item. It too turned out to be faulty so I returned it using their returns form and stated what I would like in exchange. My chosen item was of lower value than the individual cost of the SIM backup device on their website.
A couple of weeks ago I received a voicemail message from MobileFun to say that the new item was in the post but could I phone them. When I did they said that they cannot replace the SIM Backup for a different device! I said that I had been told on 3 occasions by them that I could. I kept copies of the emails. That dept. could not transfer me and so I had to phone yet another 0870 number. I eventually pushed to speak to the Customer Services person that sent me the email. She said it was a mistake and that they cannot replace it unless I send back everything. I said well I had been told that it could be swapped and said that I was happy with everything else. I also added that the items are sold separately. When I said I would take legal action and that I wanted to speak to the Manager, she said that he was not around and she would speak to him and phone me back. That was about 2 weeks ago.
After a few days passed I forwarded her email to customer services and put a note that I would like it passed to the manager. As I had spent money each time posting back the faulty items and had been on the 0870 number for over 30 minutes to them I requested compensation as well as the new item. I heard nothing from them.
My vent is that I have had a lot of hassle over this for what is a straight forward swap. They now sell the Accessory Pack gift boxed but the one I was got was a plastic bag containing the items.
Any advice would be appreciated. I feel that if I send back the rest of the items and ask for a full refund they will not oblige. I have used a couple of the items such as the phone case and charger. Currently I have not received anything for the 3rd returned SIM Backup device. Not even a fourth! I even said to the Customer Services person that if it could not be exchanged so why was I not sent a 4th one which actually works with a note apologising for the mistake.
I returned the SIM Backup device for a replacement and received it but this too was faulty. I contacted Customer Services and asked whether I could return this for a different item as I did not particularly want to receive another faulty one; having received 2 faulty items I thought they may have a faulty batch. I was informed that I could do this. So I returned the faulty item and received yet another SIM Backup device!
I emailed Customer Services and asked why I had been sent yet another SIM Backup and they apologised that it was a mistake and if the 3rd one was faulty it could be returned for a different item. It too turned out to be faulty so I returned it using their returns form and stated what I would like in exchange. My chosen item was of lower value than the individual cost of the SIM backup device on their website.
A couple of weeks ago I received a voicemail message from MobileFun to say that the new item was in the post but could I phone them. When I did they said that they cannot replace the SIM Backup for a different device! I said that I had been told on 3 occasions by them that I could. I kept copies of the emails. That dept. could not transfer me and so I had to phone yet another 0870 number. I eventually pushed to speak to the Customer Services person that sent me the email. She said it was a mistake and that they cannot replace it unless I send back everything. I said well I had been told that it could be swapped and said that I was happy with everything else. I also added that the items are sold separately. When I said I would take legal action and that I wanted to speak to the Manager, she said that he was not around and she would speak to him and phone me back. That was about 2 weeks ago.
After a few days passed I forwarded her email to customer services and put a note that I would like it passed to the manager. As I had spent money each time posting back the faulty items and had been on the 0870 number for over 30 minutes to them I requested compensation as well as the new item. I heard nothing from them.
My vent is that I have had a lot of hassle over this for what is a straight forward swap. They now sell the Accessory Pack gift boxed but the one I was got was a plastic bag containing the items.
Any advice would be appreciated. I feel that if I send back the rest of the items and ask for a full refund they will not oblige. I have used a couple of the items such as the phone case and charger. Currently I have not received anything for the 3rd returned SIM Backup device. Not even a fourth! I even said to the Customer Services person that if it could not be exchanged so why was I not sent a 4th one which actually works with a note apologising for the mistake.
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