musicMagpie - shocking company

redsrogs

/uk.trustpilot.com/users/5ce6a966ec87ee91322e4503[/url]

That's my TrustPilot review, their reponse, and then my response to them. I want as many people as possible to know how absolutely shocking my experience has been with them and to really strongly consider before they use this company. A really, really bad customer experience regardless of the non-functional phone, with some realllllllllllly slow customer service.

To sum up - they sent me a phone which completely ceased to function. I sent it back and I want a refund. Because the phone didn't die within 30 days they have fixed and returned to me (despite me contacting them to tell them not to) the original phone. I have zero confidence that a company who say they send out phones which "function perfectly" and which have apparently made it through being "quality assessed" and so I don't want their replacement, I want a phone which I have confidence in and trust to work, which is not one from this company. They have accepted the fault is their's but have still left me out of pocket and penalised. The 30 days in immaterial, in that the product sent was not fit for purpose.
Save yourself time and effort and go elsewhere. I eventually managed to get a reply to them AFTER I posted a review on TrustPilot which says that they think more about their external reputation than they do about my actual customer experience.
Or tie two tin cans together with string, because that will work better than my phone did.

Mr_Singleton

Ouch.... that was painful to read.

To sum up there have been numerous complaints regarding this company. Maybe a bit of due diligence before handing over any money next time would be a better course of action.

ballyblack

already a thread on here

https://forums.moneysavingexpert.com/discussion/5993627/musicmagpie-co-uk-is-lying-to-me&highlight=music+magpie

Jono111

If you want to buy 2nd hand then accept the risks that go with that.
The phone worked for a month without any issues, no one would have been able to see a fault with it when it was sold to you, the fault may not even have been present when it was sold to you.
It failed out of the warranty period and they repaired it at no cost to you, it sounds like a fairly good service to me.

Tea_spiller

They are terrible.
Certainly on the "Do not buy list"

ballyblack

why would you buy a 2nd iPhone from Magpie..........when there are brand new fully guaranteed capable Android phones on sale probably much cheaper?

Forwandert

The 30 days is very important in the situation as that the period you can reject for a full refund. You could have bought a brand new phone from anywhere and they would have been entitled to fix after 30 days. Demanding them not to fix and return had no legal standing and if it is fixed it is fit for purpose. Probably better to have at least a general understanding of your consumer rights before ranting all over the net.

Incidentally 3 phones we bought in Nov 2017 from music magpie are all still working fine.

redsrogs

Their own websites states that:
"every device we sell on the musicMagpie website goes through an extensive in-house refurbishment process to ensure you're getting a great quality device" and that "no matter which phone you buy, it will function perfectly"
So you do hope that a company who refurbish phones & who make those sort of claims might manage to spot a fault bad enough that the phone completely ceases to function.

redsrogs

& I bought a brand new phone, but, & I thought this went without saying, NOT from Music Magpie!

bazzyb

redsrogs wrote: »

Their own websites states that:
"every device we sell on the musicMagpie website goes through an extensive in-house refurbishment process to ensure you're getting a great quality device" and that "no matter which phone you buy, it will function perfectly"
So you do hope that a company who refurbish phones & who make those sort of claims might manage to spot a fault bad enough that the phone completely ceases to function.

Presumably it did function perfectly, for at least a month, otherwise you would have sent it back earlier?

redsrogs

Since I've now got a brand new phone I can now confirm that no, it did not function perfectly. However, at the time I had nothing to judge it against.
Comparing to the phone I'm now using, it was glitchy, the screen didn't respond as effectively & the ambient light sensor didn't function at all.
It randomly turned itself off several times, which, when I googled the phone model did seem to be an occasional issue, but not too the extent where the phone turns itself off & won't turn back on again.
The company have admitted that in this case there was a mistake in their refurbishment/testing procedure.
So, I bought a phone from this company as their website assured me they would put it through their refurbishment procedures to ensure I got a great quality device which would function perfectly.
I, & forgive me if this makes me stupid, thought this meant I'd get a phone that worked, that I'd get the product as described (functioning perfectly) on their website & having been through their testing process as advertised so I'd get a great quality device.
I didn't.