ID Mobile end contract issues - HELP

cazzzie987

Hi,

So I got the contract on the 6th April, received the phone on the 7th. 3 days later, the phone developed a fault. I contacted their customer services who told me to go to the Apple Store, they said there were so many faults they had to replace the phone. I informed ID Mobile that the phone was replaced when I made a complaint the next day about further issues. I spoke to their complaints department who agreed to give me the first month for free due to my issues. 

The next week I got a bill about my direct debit starting date and contacted them to ask why as I should be getting the first month free. They said there was nothing on their records about being given a month free and as I was still having issues with the second phone, I said I wanted to return and got a return code. 

I posted the phone off special delivery and they received it, I heard nothing so again I contacted them when I was on holiday. They said that the IMEI number didn't match and therefore the warehouse wouldn't accept the return. I said yes, and you know this as I told you and it's on the letter I received from your complaints department. When I got home I wrote to the complaints department again, letter received last Tuesday ( 30th April). Contacted them Wednesday, I was told someone would contact me within 48 hours and i have heard nothing. Contacted them today and they said someone would contact me within 24 hours, I could ring the complaints department they are open until 8. Guess what? They close at 6. 

They still have the phone, this has been dragging on for weeks and weeks where no one is listening. I even went to a Currys store and they took copies of the email from Apple showing the IMEI number that was changed. They said they didn't hear back either. 

I am so fed up, I can see them trying to take the payment this month and I have cancelled the direct debit already. 

Any advice on what I can do will be appreciated please as speaking to these people is like speaking to a brick wall. 

Edited post as can't seem to reply to comments - 

ID Mobile customer services told me to go to Apple, Apple replaced the phone and then I informed ID Mobile. What is the big deal here? ID told me to go there. The battery and logic board were faulty. 

I cancelled the DD as I sent the phone back to end the contract, which is my right and they have had the phone for weeks. I used the phone for 4 days since 6th April! I now have a new phone!

They told me (ID mobile ) to go to the Apple store, they never said go to a Currys store nor did they offer to arrange a courier. 

Aylesbury_Duck

cazzzie987 said:

Hi,

So I got the contract on the 6th April, received the phone on the 7th. 3 

Seems pretty prompt service.  What's the problem?

cazzzie987

Aylesbury_Duck said:

cazzzie987 said:

Hi,

So I got the contract on the 6th April, received the phone on the 7th. 3 

Seems pretty prompt service.  What's the problem?

I pressed enter before I finished....

Aylesbury_Duck

Cancelling the DD was not a good move.  It doesn't cancel the contract, will put you in arrears and adds a complication to the problem.  

The retailer is Currys, yes?  Write to them, saying that you want a working phone and the free month reinstated, or the contract cancelled in the next 14 days, and that if they don't sort it out, you will take them to small claims court for the value of the contract.

Bradden

cazzzie987 said:

They still have the phone, this has been dragging on for weeks and weeks where no one is listening. I even went to a Currys store and they took copies of the email from Apple showing the IMEI number that was changed. They said they didn't hear back either. 

I always thought it wasn't possible to change the IMEI on Apple devices.. I can understand why Currry's would be concerned at it may look to them like you were trying to switch phones on them Have Apple put in writing that a fault caused the IMEI to change?

timjim

Apple replaced the phone so the phone that was returned had a different IMEI to the phone supplied by idmobile

Bradden

timjim said:

Apple replaced the phone so the phone that was returned had a different IMEI to the phone supplied by idmobileo

Thanks.... i should have read the thread more carefully! That does make more sesne than a phone randomly changing IMEI.

born_again

timjim said:

Apple replaced the phone so the phone that was returned had a different IMEI to the phone supplied by idmobile

Why did Apple replace the phone?
Surely it should have been returned to ID Mobile for them to replace.

Do Apple have a agreement with IDMobile to just replace their phones?

EnPointe

timjim said:

Apple replaced the phone so the phone that was returned had a different IMEI to the phone supplied by idmobile

and here in lays the problem

ID mobile as a trading style of  Currys  uses the Currys Customer Repair Centre  at Newark, which is a fully  Apply  ( and other  OEMs)  approved service centre..   neither ID or  Currys will have a record of the IMEI of the  device  Apple supplied 

EnPointe

born_again said:

timjim said:

Apple replaced the phone so the phone that was returned had a different IMEI to the phone supplied by idmobile

Why did Apple replace the phone?
Surely it should have been returned to ID Mobile for them to replace.

Do Apple have a agreement with IDMobile to just replace their phones?

it should have bene returned to  Currys Newark CRC  either via a DPD collection or via the in-store ( i.e. via a Currys store by the Currys mobile / CPW team )  route. 

 the fact the OP  seems ot have taken the phone to Apple who have issued an exchange unit  is what has messed things up.

sheramber

EnPointe said:

born_again said:

timjim said:

Apple replaced the phone so the phone that was returned had a different IMEI to the phone supplied by idmobile

Why did Apple replace the phone?
Surely it should have been returned to ID Mobile for them to replace.

Do Apple have a agreement with IDMobile to just replace their phones?

it should have bene returned to  Currys Newark CRC  either via a DPD collection or via the in-store ( i.e. via a Currys store by the Currys mobile / CPW team )  route. 

 the fact the OP  seems ot have taken the phone to Apple who have issued an exchange unit  is what has messed things up.

He was told to take ot to Apple.

i  their customer services who told me to go to the Apple Store,