CeX sent us a fake phone UPDATE

visidigi

southcoaster67 said:

It was delivered on time. We do have the original IMEI number because it’s on the receipt from CeX and obviously it doesn’t match the IMEI on the box that had the fake plastic phone. 

I’m not sure where to go from here, I understand that CeX may think we are trying to scam them I guess but I think they need to prove that but I really don’t know! We reported to the police who actually rang us back to see how things were progressing but they aren’t investigating.

if the receipt and the box IMEI dont match ask CeX where the two numbers are on their system.

If the one on the box is showing as sold, ask them does it match your order - this is a key point to raise to them.

southcoaster67

Thank you, we are going to try resolver and social media. CEX have told us they are following their “guidelines” by not refunding. . Ignoring the fact that their guidelines are breaking the law.

visidigi

southcoaster67 said:

Thank you, we are going to try resolver and social media. CEX have told us they are following their “guidelines” by not refunding. . Ignoring the fact that their guidelines are breaking the law.

Don't bother with resolver or social media - nether have the clout anymore they once did.

Just go back to who told you they are following the guide lines and ask then to confirm the questions posed.

powerful_Rogue

southcoaster67 said:

Thank you, we are going to try resolver and social media. CEX have told us they are following their “guidelines” by not refunding. . Ignoring the fact that their guidelines are breaking the law.

Don't waste your time with resolver.  It just sends emails that you could send yourself.

We don't act on your behalf and we don't take control of your complaint

southcoaster67

Ok thanks for the info on Resolver. We’ve asked for a copy of their guidelines and they are being very resistant. Basically it feels like CeX are accusing us of switching the phone without actually accusing us. It’s so depressing when you know a big company are blatantly breaking the law but there’s nothing you can do about it. 

southcoaster67

I’ve also looked into blocking the IMEI but you need to do that with the service provider.

GDB2222

This is easy. You have complained and they have turned you down. So, you just issue a letter before action. Then issue proceedings using MCOL.  

I’m not sure how much you paid for the phone. If it is enough money, CEX may defend the case. You will then give your evidence in court, and the judge will decide whether to believe you. 

At the very least, someone at CEX will need to look at this with fresh eyes. And, they may well come to the conclusion that whilst people try to con them rather few of the conmen would actually go to court. 

southcoaster67

Thank you for that, I think you’re right. This is the last way forward. I will look into this for sure!

southcoaster67

Quick update, we eventually resorted to asking for a name and address from CeX to issue a letter before proceeding with MCOL.

CEX kept telling us they were closing our case as they could not help us further. We kept emaiing saying we were NOT closing the case and needed an address to send a physical letter.

Last week they issued a refund.

Thank you to @GDB2222 for pointing us in the right direction.

Truly an awful experience!

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/81875729#Comment_81875729

Well done, glad you got the right result.

I'll continue to spend a few quid at Cex (on a thing I can collect/buy/examine in-store) but your experience is a useful warning about anything more spendy bought at distance.