Adam ´s profile

Reviews (1)

Appalling customer service

I purchased a Samsung Galaxy Note 2 back in October 2012 from this company for £449.00, they delivered the phone promptly and everything was going well for the first few months, until the phone became faulty which is where the issue really begins.

Sent them the phone on the 14th January (they say on the site that it takes up to 10 days to process which is fair enough) to use the warranty and they received the item on the 15th (I know this due to tracking) its now 11/02/2013 and I still have no phone like many people have stated there easy to get in touch with via email and they are very polite in responding back to you. But they are a waste of space giving no indication to the status of repair of the phone or when it will be returned/repaired. I have asked them for a full refund/replacement and all I have received is "the item is under warranty repair only", this whole ordeal could have been completely avoided if they just replaced the phone or provided a full refund, below is an email I received from them (I had to contact them first when they say they would contact me when they received the item):

Dear Adam,

This email is to confirm that we have received your return parcel.

Our technicians informed us that unfortunately it will be necessary to return it back to our supplier for further assessment/repairs. Once they have received and verified the fault of the item, they will arrange a repair. Furthermore, please kindly note the repair timeframe will usually depends on the repair required or the parts needed which can take up to 28 working days.

Your patience and understanding on this matter is greatly appreciated.

Thank you.

Best Regards,

[name removed]
Customer Care Officer"

So as you can see they say its going to take another 28 days to repair after they have already declared the fault, it would of been easier to simply replace the phone.

Further warning read the "TERMS AND CONDITIONS" if your to use this company as there trading standards are under "HONG KONG LAW". I hope the company read this and seriously consider re-thinking there priorities regarding customer service.

The reason for 2 stars is the fact that I received the product even though it became faulty, its a gamble with this company in my opinion so you have been warned.

Adam ´s profile

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Birmingham, United Kingdom