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Mobile Phone Xchange - probs?

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I've started legal action against the above retailer, in addition to assisting with an investigation with Trading Standards with regards to their conduct and honesty when mobile phones are sent to them for exchange of cash. It would appear that the vast majority of phones (approx 60%) arrive "damaged" and a smaller payment is offered, but refuse to return the phone - instead, a counter offer is made, which has tweaked the interest of a few people, namely Trading Standards and the Office of Fair Trading, as it would appear that one of their terms and conditions may be deemed as unfair (i.e. the return of the phone if you do not agree with the price) and also the phone may have been sold on prior to your acceptance of the offer, which is (obviously) illegal as they have no right to assume ownership until a contract is formed (i.e. agreement and consideration).

 

I was wondering if anyone else here has or is having problems with this customer? All information greatly received surrounding this retailer who I feel may be preying on those who desperately need some cash and who send their mobile phone off for one price, onlyto get far less money or who will never see that phone again.

 

I really appreciate any info, so thanks in advance!

Edited by chesham

Lived through bankruptcy to tell the tale! Worked in various industries and studied law at university. All advice is given in good faith only :)

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The issue remains one of trust - if you cannot deal with these people face to face, then you run the risk of being ripped off. Hardly unusual, and as they could argue a whole pile of reasons why the offer price was reduced, TS/OFT would get nowhere, unless they involved the police.

 

This is no differnet to the Gold-by-post scams currently running where you do everything by post and get sent back a cheque, usually much less that you expected, but the firms know people would be prepared to cash the cheque than send it back.

 

No, I don't trust them, and I think anyone that does is asking for a disappointment. The difference to them is profit, and even if they were honest, they would err on the side of caution and the amount to be paid scaled back.

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This is true, and I could let it go but as a matter of principle, I do believe they are doing wrong, therefore I will continue to fight. CAG is invaluable in providing support, confidence and access to services to those who have been wronged, and those who are in no position to fight but provides the resources, the information and the know how to say enough is enough, I must give up.


Lived through bankruptcy to tell the tale! Worked in various industries and studied law at university. All advice is given in good faith only :)

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The secret is to pick your battles carefully. If time and effort is not a consideration, then by all means pursue them and be a PITA, but for most - life is too short. Commercial activities are given much leeway, and unless there is a convincing argument that provides the required proof to the authorities to wind them up, you just end up wasting your time.

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I must say I sent 7 brand new in the box phones with security seals intact and every single one they claimed was damaged. When I rang to tell them that they were in mint condition when I sent them and had pictures to prove it I received the additional money in my account within the week. Mobile Phone Xchange really is an absolute shambles when it comes to customer service but got my money in the end so can't complain too much :)

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Dear batccrip

 

As a director of Mobile Phone Xchange I read your comments with real concern. Mobile Phone Xchange was set up to help consumers sell their mobile phones and to date has paid millions of pounds to hundreds of thousands of consumers. We also work with numerous large PLC's and have never experienced the sort of issues you are raising

 

Whilst I will not say we are perfect, we always endeavour to be fair and honest. If we quote a price for a working phone then that is what we pay if it's working. Obviously if our engineers report that it is not working then we can not pay the same price - but that is both fair and obvious.

 

All the testing of our phones is done by an independent company who specialise in the management of mobile phones distribution and are one of the largest companies in this field.

 

However if a mistake with your order has happened then I can only assure you of our best efforts to resolve this. To that end please contact us again, ask for myself and I will attempt to help you as best I can.

 

Kind Regards

 

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I found this company via quidco a month or two ago, and they offered me £27 for a handset so I sent it off - they acknowledged receipt by email and told me they would pay £0, though they did not say why.

I admit the fascia was slightly damaged but still felt cheated and asked them to either reconsider or return the phone so I could put it on ebay or something. No reply. They also declined my cashback at quidco despite my having met all their conditions.

Not impressed.


I hate Alliance + Leicester

BT: No longer a customer :)

HSBC: £1222 refunded 28/5/06; Second claim of £737-24 refunded 9/11/06; PPI + interest on personal loan refunded 27/7/08

MBNA: £100 refunded on first claim of £112; £208 refunded on second claim for £108 24/9/07; PPI £256-28 refunded 8/4/08

NatWest: £1581-71 refunded 16/12/06; personal loan CCA agreement not provided

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Had more trouble with them this week :-s Signed up as an agent with them and they paid me the money in full for all the mobiles I sent them but just didn't bother with my 10% commission. I've tried ringing twice to sort this out but both times have been told they would call me back. And they didn't. Sick of this company and sick of their crappy customer sevicefor customer service. To be fair though for a national company they only have one person answering the phone. They are a badly run and amatuerish excuse for a company.

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Their customer service rates amongst the worst I have ever experienced. It does seem like it's one woman who is only doing it as a favour but she really is not bothered about what she says.

 

I perservered and involved Trading Standards, which resulted in me getting the full amount I was owed and a written apology. I'm now happy to end my involvement with them FOREVER, but will not be using them again ever. Their reviews on various web sites are rubbish, and they are currently 0.84 out of 5 stars.

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Lived through bankruptcy to tell the tale! Worked in various industries and studied law at university. All advice is given in good faith only :)

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Just found this site and thread following a google for issues with mobilephonexchange.

 

I have been quoted (in writing) £104 for my mobile phone, which I sent to them special delivery. I have just received acknowledgement of receipt of my phone. This is where the problem starts, they are claiming it is a different model, and have revised the offer to £36! The handset I sent in is very definitely the model quoted for, I have all the packaging and documentation. I have never owned the model they say it is!

 

I am hoping they have made a simple mistake, and at worst are just trying their luck? I do hope they are not going to try and maintain my phone is the older, lesser model.

 

Chesham....do you have a reference/contact at Trading Standards? Might be useful if they dont play ball.

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It doesn't surprise me, they seem to try and take the proverbial when they can.

 

The TS contact I have is for Buckinghamshire, as you need to get in touch with the office in the county where you live.

 

I will PM you with some more details.


Lived through bankruptcy to tell the tale! Worked in various industries and studied law at university. All advice is given in good faith only :)

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Still having problems with them myself. After being told I would make £25 in commission for the phones I was selling them they have now decided that an £8 maximum for commission is how they work. It was brought in 2 days after I got my quote and I was never notified but still they won't pay up. I'm suppose I best get TS on the case although I didn't really want to go down that route :-s

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This is not an issue for TS - you will be seen as a business, not a consumer so they won't be interested. Incidentallly, it is the networks that control the profit margins, and as you are at the end of the line for this, any modifications (or reductions) trickle doen the supply chain.

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I recently received a quote for 2 phones, exact model, just one used and one brand new. I was quoted £33 for the used and £55 for the new. I returned the used phone, scratched etc in the FREEPOST envelope and returned the new phone, with it's screen cover, boxed, charges, cd, un-opened speakers, flashcard etc. by recorded delivery at a cost of £7 and they had the cheek to tell me that on receipt they would not only offer me £33 for the used phone (which is what they quoted) and £30 for the new phone !!

I immediately wrote and told them this was not acceptable and suggested they inspect the phone again and told them to tell me what made them reduce the cost from £55 to £30 which was less than the battered phone I sent. Or return the phone.

They said they would review their offer or return the phone at a cost of £10 to me!

I told them to review it immediately, that was a week ago, despite 3 further emails from me to them I have heard nothing further, except they have deposited £66 into my bank. I have told them again that this is not acceptable and await their response. But I'm not holding out much hope.

I'll also call Trading Standards today and log a case. I'm considering the Police too, as to be honest at least I consider this some kind of fraud or deception and surely must be theft ?!

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Not really. It is a difference of opinion, yours agasinst theirs. Certainly not 'provable' in the term of a police interest. Frims like these, whether it is phones, gold or any other commodity, using the postal service adds an element of uncertainty. Face to face, you make an offer and it is accepted or rejected. In the case of phones, we are the victims of than an individual assess the worth will be, it will always be volatle and the best advice is to deal across a counter, if you cannot - then don;t bother. They ultimately rely on people being too desperate to reject a cheque for a smaller amount, once it lands on their doormat.

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Please please please report to Trading Standards (via Consumer Direct if possible) so your case is logged with them - the more complaints they receive, the more likely they are to take action. I was the first person who had complained officially about these people, so the more that do, the more likely, something will happen.

 

The Police will, to be honest, do nothing at the moment, there is no hard evidence of fraud or deception, but TS did say that they could look into the possibility of any crimes which have taken place. But we need to report these cases first before anything happens!!

 

I have a template letter if you want to write to them - please PM me your e-mail address and I will send across to you. As long as you told them that you did not accept the offer before they put it in your bank, they are still in breach of contract with no acceptance of the offer.


Lived through bankruptcy to tell the tale! Worked in various industries and studied law at university. All advice is given in good faith only :)

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How do I contact you directly, without advertising my email address to everyone.

Sorry but I'm new to this site.

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Click on my name "Chesham" and then go to the tab which says "contact info" and click on "Send a private message" - you can then send me a private message with your information and I shall respond to you :)


Lived through bankruptcy to tell the tale! Worked in various industries and studied law at university. All advice is given in good faith only :)

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Well amazingly enough I have just received an email from mobilephonexchange who tell me the reason they valued my new phone £25 less than the original quote and £3 less than an unboxed and to be fair knackered phone of the same make and model was because the box was 'badly damaged'!

They then oferred to pay me a further £10

I don't think so !

Sometimes you just have to stand up for what's right.

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I too have had issues it's been 34 days now since they recieved my new mobile that i sent to them.

 

I was quoted £67 it was sent by special delivery and arrived the day after i sent.

After what seems to be approx 30 emails to them still nothing back apart from what appear to be standard emails.

 

The brunt of which still keep saying they have never recieved the phone, since then i have given them proof from royal mail it was deliverd.

 

But still i get nothing back from them, their customer service is a joke as it's their attitude toward people.

 

Where do you go when you have this kind of grievance with a company like this????????

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I too have had issues it's been 34 days now since they recieved my new mobile that i sent to them.

 

I was quoted £67 it was sent by special delivery and arrived the day after i sent.

After what seems to be approx 30 emails to them still nothing back apart from what appear to be standard emails.

 

The brunt of which still keep saying they have never recieved the phone, since then i have given them proof from royal mail it was deliverd.

 

But still i get nothing back from them, their customer service is a joke as it's their attitude toward people.

 

Where do you go when you have this kind of grievance with a company like this????????

 

You need to report this to Consumer Direct, they now have a record set up for this customer, as well as 4 complaints (yours will be the fifth) - if you need a letter to send them, PM me your e-mail address with some details on communciations between you and them and I will send you a template letter to send to the,.


Lived through bankruptcy to tell the tale! Worked in various industries and studied law at university. All advice is given in good faith only :)

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Hi all,

 

I am a new member to the site, having joined specifically to post about mobilephonexchange.com.

 

I had a used iPhone 3G 8GB that I no longer used or needed, so decided to send it away to a recycling company. A quick look on a phone recycling comparison site showed that mobilephonexchange offered the highest amount for my handset (£175), so I signed up with them last Wednesday, electing to receive my payment via BACS transfer. I received a letter and jiffy bag on the Friday.

 

The handset itself was fully charged, cleaned, wrapped in tissue and then placed in the jiffy bag - incidentally the phone itself was in excellent condition with no marks on the screen whatsoever, and only very minimal scratching to the back casing. It was posted on Monday via Special Delivery, at a cost to me of £5.40, and tracking showed that it was delivered before 1pm on Tuesday.

 

The MPX website allows you to track your order status online. I've checked this several times a day, and yesterday (Thursday) morning the status changed from 'Confirmed' to 'Received'...but nothing else has happened.

 

Now according to the terms that mobilephonexchange set, payment would be made within 72 hours of receipt of the handset. That time came - and went -at 1pm this afternoon, with no communication from MPX at all. I tried emailing them yesterday and got no reply, so today at 1pm I decided to give them a call.

 

The phone was answered within five minutes by a man called "Mark", who told me my handset had been tested yesterday (Thursday) and needed to be "resynced". I asked why there was a delay, stating their own term that the payment would be made within 72 hours of receipt, and he told me that there were sometimes problems and that I should wait to hear back from them. I asked to speak to someone who could help more, he placed me on hold, and he returned a few minutes later to say that he would email the workshop and ask them to resync the handset today as a matter of urgency. I said that once the testing was completed I would be contacted via text or email and advised of "the correct value"...this is already ringing alarm bells in my head, as I know the phone was in excellent fully-working condition when sent away.

 

I shall keep you all informed on how things go but, suffice to say, I am already less than impressed at the time this is taking (despite their own terms and conditions) and the lack of communication.

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Unfortunately, you may find that the price you are offered is less than originally quoted - possibly only £10-£20 knocked off due to a some damage etc - but you need to wait and see what they offer you.

 

The phones are sent to an external processing centre. MPX use an independant company (probably commision based) to inspect and provide reports on the phone.

 

Wait and see what they say, and if the amount is less than quoted, then please post back as there are a few options.

 

FIRST THOUGH!! Please report the problem to Consumer Direct to get a reference! All the info given to them is passed to Trading Standards, who already have 5 cases for this company and the more who complain, the more interest gets raised for them.


Lived through bankruptcy to tell the tale! Worked in various industries and studied law at university. All advice is given in good faith only :)

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An update!

 

Well just over an hour after my phone call, I've checked my status on the MPX website and the order is now listed as 'Accepted'...progress, one would assume!?! Of course I won't be 'happy' until the cash hits my bank account.

 

I should also point out that the comparison website I used to find out the best price, on which I based my choice to use MPX, NO LONGER lists MPX as an option. A little odd that, I think.

 

I will keep you all updated.

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Same thing happened to me, i sent a Nokia 6300 in perfect working order, they offered me £34 for phone so sent it off. Just recieved email stating the phone is faulty, and they would only pay me £9 what a [problem] ! I have asked for the phone to be returned, just waiting to see what happens, if its not returned i'll be contacting Trading Standards, the bloody liars.:mad::mad::mad::mad:

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