Josh Coman´s profile

Reviews (1)

Bozowi

MISLEADING, INNACURATE AND INCONSITENT SERVICE - BUT GREAT CUSTOMER SERVICE

I recently sent my iPhone 5 16GB Black in for recycle at the 'working' price of £310.50.

The criteria for this price stated...

Working:
•Powers on and off
(Must meet our full testing critieria)
•Fully operational
•Have a working LCD/touch screen
•Include the battery
•No liquid or physical damage
•No significant damage
•Not be reported as lost or stolen

The 'full testing criteria' mentioned states...

Working (Full List Price)

Power on and off
Fully functional/operational
All features must be in good working order
Have a working LCD/touch screen that is in tact
Include the battery enclosed within the phone casing
No liquid or physical damage
No significant damage (although may have some mild cosmetic damage i.e. general minor wear and tear). By way of example only, damage classed as significant includes (but is not limited to) broken or cracked LCD screens; camera function not working or camera damage; buttons missing from the phone or other keypad damage; deep scratches or dents; snapped hinges; charger port not working; microphone damage; earpiece damage; or software which is faulty or defective.
Not be reported as lost or stolen
Not be barred/PIN locked
Must appear in our online guide
Must Be of UK or GSM European specification

My iPhone 5 met ALL of these criteria, (i.e. the criteria that I signed up to when I added the item to my basket.)

I posted the phone via special delivery as reccomened which cost me over £7. (Not £5 as specified on the welcome letter you receive).

When they recieved the phone I got an email stating...

Reason/s for Testing Criteria Failure:
Your phone has now been tested and your phone is network locked to 3. Due to it being network locked the phone will have to be downgraded slightly as per our terms http://www.bozowi.co.uk/terms.html. If however you are able to provide the unlocking code then we will pay you the full price as initially offered please speak to your network regarding this. We prefer handsets to be unlocked and there hope you can get the code, after all this is beneficial for us both you get the unlocked price and we get an unlocked handset. Please speak to your network before rejecting or accepting our revised offer, please note you have 7 days to respond or your handset will be processed at the revised price.

New Price Offered:
£160.00

Of course I am furious at this offer, so I rejected. Upon receiving this appauling revised offer I looked at Bozowi's T&C's. These T&C's state that the 'Working' criteria is something quite different than stated when you add your phone to your basket, or take a look at their 'full testing criteria' as above. It states...

Working (Full List Price)

•Power on and off
•Fully functional/operational
•All features must be in good working order
•Have a working LCD/touch screen that is in tact
•Include the battery enclosed within the phone casing
•No liquid or physical damage
•No significant damage (although may have some mild cosmetic damage i.e. general minor wear and tear). By way of example only, damage classed as significant includes (but is not limited to) broken or cracked LCD screens; camera function not working or camera damage; buttons missing from the phone or other keypad damage; deep scratches or dents; snapped hinges; charger port not working; microphone damage; earpiece damage; or software which is faulty or defective.
•Not be reported as lost or stolen
•Not be barred/PIN locked
•Must appear in our online guide
•Must Be of UK or GSM European specification
•We may offer a revised price if your device is locked to a particular operator/network.

How interesting. Just a slight inconsistency here no?

Looks like they have updated their website to read in the terms and conditions that they will downgrade your payment if the phone is locked to a network. This is misleading for all their customers and breaking the terms on their part of the price I was quoted, £310.

EE/ Orange is offering the same £310 for the phone regardless of what network the phone is locked to. I refuse to pay over £7 to send the phone to you via special delivery and then be charged to return the phone to me over a matter not made clear in any way shape or form on their website.

Oh yeah, did I mention... they want me to pay them £10 to send the iPhone back to me?! Give Bozowi their due though, at least this is plastered over their website enough and is consistent.

A misleading, inaccurate and inconsistent website/service.

UPDATE -
ONE OF THE MANAGERS WAS GOOD ENOUGH TO CALL ME UP AND RESOLVE THIS ISSUE WITH ME OVER THE PHONE. I CAN SAY THAT THE CUSTOMER SERVICE RECEIVED FROM SAID MANAGER WAS EXCELLENT.

ANYONE ELSE WHO HAS THE ISSUE I HAVE HAD - BE AWARE THAT UPDATES HAVE BEEN TAKING PLACE ON THE NEW WEBSITE AND NOT ALL INFORMATION FROM THE UPDATED TERMS AND CONDITIONS HAS BEEN TAKEN OVER TO THE NEW WEBPAGE. BE AWARE OF THIS WHEN YOU PLACE YOUR RECYCLING ORDER.

THE COMPANY IS AWARE OF THIS ISSUE AND DOING WHAT THE CAN TO GET IT RECTIFIED.

Charlotte, Max Corderoyand Angela found this review useful

18 March 2013

Reply from Bozowi

Dear Josh, thanks for taking the time to leave us some feedback and highlight areas of our service that you were dissatisfied with when looking to recycle your iPhone.

I'm happy to let you know that one of the management team will be contacting you shortly to bring this matter to a close and hopefully to your satisfaction.

We would like to assure you that all feedback is taken very seriously and will be considered in future updates of our site and operating procedures. We deal with a very high number of devices and customers every day and are always looking at ways to improve their Bozowi experience.

UPDATE -

Josh, thanks for updating your feedback to reflect this change. We appreciate the time you've taken out to do so, and we're glad this has been resolved to your satisfaction.

Josh Coman´s profile

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Josh Coman
Reviewer
1987
Liverpool, United Kingdom

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