Awful if anything goes wrong

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Buy Mobile Phones - www.buymobiles.net
★★★☆☆
3.3
60.0% of users recommend this
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smileyadam3's review of Buy Mobile Phones - www.buymobiles.net

“Awful if anything goes wrong”

★☆☆☆☆

written by smileyadam3 on 17/07/2014

I have purchased numerous contracts from Buymobiles over the last 5-6 years and until recently has always had a fairly decent service - no frills, but deals which were good value. However in the last month I have had to call upon them for customer support as my mobile decided to fail after 31 days of use.

To say the aftersales service is useless is overly complementary - in essence all responsibility as a retailer is waived openly by them (regardless of the sale of goods act conditions) and they state simply that all they will do is forward on the manufacturer - and it is quicker to do yourself.

So I am now in for a month wait for a working phone, no loan phone available and am wishing that I had purchased from a retailer who offers any level of service post-purchase.

Additionally - supervisors/managers never return calls - within any stated period (varies from same day to 72 hours - but never happens) and customer service agents - although very friendly - have to stick to a well used set of scripts.

If you are after a cheap deal and not bothered around after-sales or having continual use of the handset you have purchased - buymobiles.net may be good for you - but otherwise I would avoid.

I wait to see whether the cashback deal associated with my purchase will be honoured (others are much more straightforward and recent reviews indicate that I should perhaps not expect to receive any funds)

Sorely disappointing - I will never use again.

  • LG G2 - 24 month contract

    Goods purchased & cost

  • On time

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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Buymobilephones.net's Response to smileyadam3's Review

Written on: 30/07/2014

I am sorry to read that your handset developed a fault so quickly after the purchase, and as you were advised to go directly to the manufacturer to ensure you are without the handset for as little time as possible, this is the procedure we follow. If the handset were to come back to us, we would log it, inspect it and then return it to the manufacturer, which is obviously going to take longer than going to them directly. With regards a loan phone, I can advise that it is unlikely any of the manufacturers offer this as an option whilst the handset is being repaired. Although you can use your SIM in an old handset for the time it is with the manufacturer if you wish. We have been experiencing some serious IT issues which has rendered parts of the system inaccessible including the payment files. This has meant that we have had to manually input a vast amount of payments which took far longer than we would have liked and caused delays in the payments leaving us. In order for me to look into your individual cashback claim and also the lack of return calls from a Senior Advisor/Manager, I would like to request your order number please. If you can please reply to this response with that, I will happily look into these two issues for you and try and bring them to a satisfactory conclusion and contact you accordingly. Once again, I would like to offer my sincere apologies and thank you for your patience during this difficult time.

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Smileyadam3's reply to Buymobilephones.net's Comment

Written on: 30/07/2014

Order number is 37477995.

This reply highlights the issue perfectly, for example ref a loan phone, my contract of purchase is with you not the manufacturer, therefore the onus to repair/replace with minimum inconvenience rests with you, not the manufacturer, hence amy loan phone would need to be supplied by you the retailer, in line with your obligations to me as a customer.

Also worth adding that a few days after I raised this issue, my £40 Quidco vashback was declined by Buymobiles.... coincidence?

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Affordablemobiles.co.uk's reply to Smileyadam3's Comment

Written on: 31/07/2014

Hi, thank you for providing your order number, and I have left a message on your voicemail today regarding the issues raised, in order to try and resolve the problem with the handset and discuss the cashback situation.

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