Written on: 29/12/2011 by PaulAGreen (1 review written)
It appears that there are two sides to FoneBak - the first is where you send the phone payment is made and everyone is happy. The other is when there is a problem and it involves their customer service team; which in a word is terrible.
After posting my phone via standard Royal Mail (an error I have come to realise) at the start of the month, I waited until the end (a good 20 days) before contacting them to find out if they had received the phone.
I contacted the number as advertised on the webpage and selecting option 4 for Fonebak and when the person answered got informed that they are not reachable on this number and that I would need to call 0845 054 0088. I hung up, redialled the number selecting the same option got someone else and then the real fun begun.
I told them the reference number and dates of postage and they informed me that they had not received the phone as of yet and informed me that there is nothing they can do and that I should have posted it recorded or special delivery.
I highlighted that it would have been useful if they had put this on the letter rather than burying it in the T&C's as it is easy to misinterpret the line \"Just peel off one of the labels below and affix it to the envelope enclosed, pop your phone(s) into the bag and then into the post. It's free!\". It would not have been difficult to add \"If the phone is valued over £35 we would recommend sending this recorded delivery!\".
So my phone has been stolen either by a member of Royal Mail staff or by someone at Fonebak. I don't know who and don't wish to presume guilt on either side but all I do know is they are unprepared to provide any assistance to resolve the matter and it is now down to me to pursue this with Royal Mail if I choose.