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Buymobiles.net - Complain/issue going nowhere, anything I can do?
intensive8
Posts: 1 Newbie
in Mobiles
Hey, it is my first time posting here so I hope I get everything OK!
Towards the end of September I bought a new P20 Pro on contract (EE) through buymobiles.net, I noticed that the screen protector that is fitted on it (apparently fitted by the manufacture) isn't fitted correctly and is gathering lots of dust around the camera. It seems taking it off may smash the screen so I don't want to risk that.
I complained on the 25th September, within a week of having the phone via email, I got a response back a few days later asking for pictures and stated that is wasn't second hand, I sent pictures over and they said they'd forward it and get back to me.
I chased it a week later, nothing. Chased it another week after that and the response I got was how to remove the screen (they suggest sticking your finger nail under or putting duct tape and ripping it away quickly?!). They said they could replace but it may have the same issue - this is on the 19th October.
I then replied saying a replacement is fine if it will fix the problem, they replied a few days later asking for pictures again. I told them I have already sent pictures and 3 days later they reply to say "I have spoken with management and £5.49 has been refunded to you" - I have no idea where this came from or why.... but I did receive that refund a few days later. I replied on the same day (26th Oct) to tell them this isn't the issue, got no reply.
Chased them on the 15th of November and they replied pretty quick asking if they could clarify the issue, again I replied straight away but to this day no response
It's now been two full months and really struggling here, I am certain the phone is second hand as the battery really isn't great (having to charge twice a day) but I don't know what else i can do
It was a two year contract with EE that I am locked into
Thank you for any help you can provide, apologies for the lengthy read!
Towards the end of September I bought a new P20 Pro on contract (EE) through buymobiles.net, I noticed that the screen protector that is fitted on it (apparently fitted by the manufacture) isn't fitted correctly and is gathering lots of dust around the camera. It seems taking it off may smash the screen so I don't want to risk that.
I complained on the 25th September, within a week of having the phone via email, I got a response back a few days later asking for pictures and stated that is wasn't second hand, I sent pictures over and they said they'd forward it and get back to me.
I chased it a week later, nothing. Chased it another week after that and the response I got was how to remove the screen (they suggest sticking your finger nail under or putting duct tape and ripping it away quickly?!). They said they could replace but it may have the same issue - this is on the 19th October.
I then replied saying a replacement is fine if it will fix the problem, they replied a few days later asking for pictures again. I told them I have already sent pictures and 3 days later they reply to say "I have spoken with management and £5.49 has been refunded to you" - I have no idea where this came from or why.... but I did receive that refund a few days later. I replied on the same day (26th Oct) to tell them this isn't the issue, got no reply.
Chased them on the 15th of November and they replied pretty quick asking if they could clarify the issue, again I replied straight away but to this day no response
It's now been two full months and really struggling here, I am certain the phone is second hand as the battery really isn't great (having to charge twice a day) but I don't know what else i can do
It was a two year contract with EE that I am locked intoThank you for any help you can provide, apologies for the lengthy read!
0
Comments
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Send then a Letter Before Legal Proceedings giving them 7 days to replace or refund the phone or you will commence action (which will also include legal costs and statutory interest).0
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