The Link Review

Overall Rating

They try their best

There returns/repair policy - MASTERCARE

I bought a contract phone (nokia 6510) from the link about 9 months ago. Within 5-6 months it developed a fault, I returned the phone to the link, where i was told it would be repaired by Mastercare (the company who deals with their repairs/replacements). It was "repaired". Then the fault happened again, And again, And again. By the third time i was told because of their "No Lemons policy" it would be replaced if it failed again. It failed so i sent it back to Mastercare expecting to receive a NEW phone. I didn't receive a new one, they just "repaired" it again and sent it back to me. This phone failed a total of six times before they actually replaced it. You havn't heard the best yet!! I opened up the envelope from Mastercare and there was a cardboard box inside with an imei sticker on it. So i thought great i have finally got the new phone i was promised. Oh no I hadn't! To my horror, it was clear that this was in fact a re-conditioned phone (all the inside had that well-worn appearance) So i thought at least it won't have a problem. WRONG. A couple of weeks later this phone develops a different fault!! So i take this one back to The Link, and they phoned Mastercare, and they said send it back to us, and we will send you a NEW phone. So I sent it back three days ago and today I recieved the same phone back, with the same fault. No replacement phone. Also they managed to send me the wrong repair details, I got the repair details of someone called Tracy with a Samsung!!! Unbelievable. Does anyone know what i can do about getting a new phone from them??? ie. The Law. Thanks in advance.

Members' Comments onSPC.'s Review

• am on 13th Aug 2003

  the link are a total joke i had a very similar experince to yourself and after writing two letters have had no joy. they conned me into buying a insurance policy that was about as useful as a chocolate teapot!!

• fluffystuff on 1st Aug 2004

  I used to work for the Link in their customer service department. You will need to talk to the Link Chief Executive, Nick Wood and quote the sales of goods act. The address is Link Customer Services, Customer Contact Centre, Nunnery Square The Parkway, Sheffield, S2 5YA.
  
  You will have to write directly to Nick Wood or you won't get what you want though.

• Ayla Lake on 4th Aug 2004

  My daughter and I have had similar experiences with our O2 X1 phones. I have to say it was not The Link's fault, but the Repair Centre, and that is beyond the Link's control. The staff at The Link (Swindon) bent over backwards to help us, and spent a lot of time phoning the repair centre (No longer Mastercare, BTW). We were finally offered our choice of phone, irrespective of cost or make, and I can honestly say I'm delighted.
  
  (I have bought more than 15 phones from the Link in the past 4 years and I have always had fantastic service from them).