Problem with Music Magpie damaging a phone.
Discussion
I'm hoping someone can help me here.
I used a mobile phone recycling comparison site and Music Magpie were offering the most for daughters iphone 5c. I sent it off and a few days later had an email saying the phone had a lcd pixel issue so offered £10 instead of the £97 I=originally indicated. I declined it and they said it would be returned 4-5 days later.
I finally received it today (12 days later) and the phone looks like it's been bent and the phone is coming away from its casing. I called Music Magpie and the chap said he has a pic of the phone when it arrived with them and it was like it is now. I know 100% it wasn't like that, why would I have wasted my time sending it. I've now sent an email to their complaints department but I fear they will argue and it will be my word against theres.
is there anything I can do to take the matter further as I basically am now stuck with a phone which they have clearly damaged somehow?? Pic attached of the damage done!
Thanks
I used a mobile phone recycling comparison site and Music Magpie were offering the most for daughters iphone 5c. I sent it off and a few days later had an email saying the phone had a lcd pixel issue so offered £10 instead of the £97 I=originally indicated. I declined it and they said it would be returned 4-5 days later.
I finally received it today (12 days later) and the phone looks like it's been bent and the phone is coming away from its casing. I called Music Magpie and the chap said he has a pic of the phone when it arrived with them and it was like it is now. I know 100% it wasn't like that, why would I have wasted my time sending it. I've now sent an email to their complaints department but I fear they will argue and it will be my word against theres.
is there anything I can do to take the matter further as I basically am now stuck with a phone which they have clearly damaged somehow?? Pic attached of the damage done!
Thanks
Here's their reply!
Thank you for bringing this matter to our attention.
I am sorry to hear that the service has not met your expectations. I have investigated this matter and would like to apologise if you feel the service was inadequate in any way.
Orders which contain electronic items initially go straight to our electronics extraction department; a highly secure area monitored by CCTV and security patrol with management presence on site at all times. This is to ensure that no damage has occurred in transit, and to log the devices condition upon its arrival.
A record is made of all items received and each box / parcel is inspected carefully before opening with a log being kept of the condition of the box (whether it has been tampered with or damaged in transit). The box was recorded to be in good condition with no damage whatsoever or signs of having been tampered with.
When the item is quality assessed, we make no attempt to open the device. The condition for the item is based purely on a visual inspection, so there is no likelihood that a member of our staff attempted to open the phone when it was in our care.
As we have no evidence that the item was damaged in transit, or in our care, we must assume that the item was sent in the condition we found it in and as such we are unfortunately unable to take any further action in this case.
Thank you for bringing this matter to our attention.
I am sorry to hear that the service has not met your expectations. I have investigated this matter and would like to apologise if you feel the service was inadequate in any way.
Orders which contain electronic items initially go straight to our electronics extraction department; a highly secure area monitored by CCTV and security patrol with management presence on site at all times. This is to ensure that no damage has occurred in transit, and to log the devices condition upon its arrival.
A record is made of all items received and each box / parcel is inspected carefully before opening with a log being kept of the condition of the box (whether it has been tampered with or damaged in transit). The box was recorded to be in good condition with no damage whatsoever or signs of having been tampered with.
When the item is quality assessed, we make no attempt to open the device. The condition for the item is based purely on a visual inspection, so there is no likelihood that a member of our staff attempted to open the phone when it was in our care.
As we have no evidence that the item was damaged in transit, or in our care, we must assume that the item was sent in the condition we found it in and as such we are unfortunately unable to take any further action in this case.
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