8 weeks for Wileyfox to deliver phone - do I have any compensation rights?

PaulDee17

Hi All,

This is my first post - but long term viewer and weekly MSE email recipient - and wanted to get some advice from MSE community on whether I have any compensation rights plus to highlight the extremely poor customer service I received and so for people to be careful.

I ordered the Wileyfox Swift 2 plus direct from Wileyfox on November 25th (black Friday deal). I received the phone yesterday (20th January) after repeated contact with Wileyfox support email. So 8 weeks for delivery despite their website sayiing next day delivery in the UK if ordered before 3pm.

Rather than buy Samsung or Motorola (Moto G4 was considered) phone I thought I would buy a Wileyfox phone as it was small, upcoming UK company. This has proven to be a mistake along with ordering direct from them rather than ordering through the likes Amazon. If you are looking to buy a Wileyfox phone, and I cannot yet comment on whether the phone is any good, then would recommend to do so via Amazon rather than directly with Wileyfox. Although you should be aware that if you have an issue then you are going to spend an inordinate amount of time dealing with the support team. Basically, if buying, cross your fingers and hope for the best.

Anyway, throughout the 8 weeks delivery period I have found Wileyfox support to essentially be, in my opinion, incompetent and dishonest. For example, contradictory and untrue responses in relation to delivery of phone - they tried to claim the phone was signed for, then said it had been returned to them. I told them on 2 separate occasions to cancel (had not received the phone at the time) in early December and refund my money. They received the handset back from their delivery partner and did not refund my money or instigate any communication that they had received phone back until I got back in touch with them.

If there is any advice if have any actions that can take beyond returning the handset it would be appreciated.

Regards,
Paul

mobilejunkie

Don't have time to try to downsize the typeface to read much of that, but since you bought over the internet you do have 14 days to return the phone - not much right to anything else.

Jon_01

I guess you don't use forums much, or you wouldn't think that, that was an acceptable way to post anything!

PaulDee17

Apologies, first time posting and did not intend to have the text come out in large typeface.

PaulDee17

Apologies again, have updated the orignial post to reduce the font size so hope it is more readable now.

[Deleted User]

Still too long to read!

d123

PaulDee17 wrote: »

Apologies again, have updated the orignial post to reduce the font size so hope it is more readable now.

you realise arial is the standard font for a reason?

Mainly being that it is easy to read, especially when the post is doing a 'War and Peace' impression...

mac.d

Well you've got your phone, it might have taken two months but apart from chasing them up for your complimentary case, I don't think compensation for stress, and your time spent emailing them is realistic.

Either go through the hassle of returning the phone to them for a full refund because of what has happened, or keep the phone (since there is nothing wrong with it), chase them up for the case, and then forget about it. In future, exercise your consumer might by simply not buying from them ever again.

(And don't change your text from the default either, it just makes your post harder to read and folk will just ignore it).

Coolhandluke

May not matter to you but the camera dosnt work in snowy shots , everything over exposed and they told me tough , it's a known problem . Once the 14 days is up your on your own .

PaulDee17

Update: I have cancelled the contract and returned the phone. The main reason being that they use Cyanogen OS, which is no longer supported. Wileyfox have promised to move their phones to Android Nougat in the near future. Given the disaster they have been trying to simply deliver a phone then I can have no confidence that they will be do any update seamlessly and likely will require an inordinate amount of time to get the phone back and operational again after an update. Good luck to anyone who already has Wileyfox phones and hope it is not a disaster when OS is upgraded.