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Mobile Phone Xchange - probs?


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To all who have had problems!!!

 

Please please please contact Consumer Direct and log a complaint. They will help you to resolve it, but more importantly they forward all of the complaints and information to Trading Standards, who WILL look into this, and the more complaints they receive, the more likely it is they will take some action. My problem was resolved thanks to TS, they are on your side. But nothing will ever be done if we don't complain!!

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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So anyway, stupidly enough I decided to accept MPE's re-evaluation offer of £40 for my fully working TYTNII. this was around 10days ago.

and everything has gone quiet on their side....

 

Should I be surprised ? nah.

Have I contacted consumer direct ? certainly have.

am I investigating the possibility of a claim via the "small claims court" procedure? I am.

 

all this for £40.

 

surely the bad press and feeling they convey to people is worth more than that.

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Hi all,

 

I work for Mobile Phone Xchange and have to say I am shocked at the descriptions of experiences some of you have had. We set up the company to allow people to sell their mobile phones to gain a bit of extra income, especially in such hard and often stressful times, but if we are adding to your stress I can only apologise.

 

If you feel you have been wronged, please do get in contact with us. Because of the rise of the company we have employed more staff to man incoming calls so if you have had trouble in the past getting through to us this shouldn't be a problem anymore.

 

You should remember that your initial quote is not a gurantee, if our inspectors see damage as per our terms and conditions the price may be reduced. However, if you are not happy we will gladly re-inspect. Sometimes they do get it wrong, but who hasn't made a mistake before? We raise our hands and take responsibilty for any misquotations but if this can be rectified we endeavour to do so.

 

Those of you complaining are unfortunately in a minority, the majority of out customers have a hassle-free experience, but we do want to please everyone so please get in touch with us if you have a problem. The number for you to call is 0844 571 7676.

 

Don't give up!

MPX

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"We raise our hands and take responsibilty for any misquotations but if this can be rectified we endeavour to do so."

 

We look forward to reading further posts from those affected above after they have contacted you.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Hmm, I'm afraid there are many people who disagree with you. A common theme here is that the phones are NOT damaged when they are sent and then somehow have damage when they arrive. This seems to happen regardless of how the phone was shipped to it's destination. In my case, I shipped the phone using newspaper, bubble wrap, Air-lok packaging, and then placed in small box. This was then marked fragile and a courier picked the phone up. There was no way the damage described in the e-mail sent when the phone was received could have happened before it was delivered. Yet it took arguments, a phone call to a contact in Trading Standards and 4 letters for an apology to be issued and the amount originally requested to be deposited in my bank. Well, in fact, the first transfer was wrong and the difference then followed.

 

The main issue with MPX is that once the phone is received, you lose all of your rights to ever see that phone again and have to trust a company whose reputation precedes them - in a negative way. Whilst the quotation is not guaranteed, the state in which the phone arrives is questionable.

 

In the end, these practices will be looked at. Removing the rights of a consumer in a transaction to the favour of another is unlawful, regardless of whether you are a nice trader or a incompetent rip-off merchant.

 

Unfortunately, MPX is thought of many people here as the second.

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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I have also had problems, initially I was quoted £99. Around two weeks later i had heard nothing so I went and checked the balance on the card, only around £67. I emailed and was told to 'check the balance again by next friday' which I did, thill only 74 or 76. Since then i have insisted the phone was ok, they insist it turned up with the battery cover clips broken. They have said the best they can do is £80, after saying £86. Unfortunately after I pointed out to them that i had not received an email confirming the balance, they have sent one back saying I have to contact them within 3 days and get a cheque to them within 5 days. this was the email where they said £80 after offering £86. This time has now lapsed (just) but I think the handset must have been sold on prior to this (it has now been about 6 weeks) but surely they are breaking their contract by now offering a lower figure, also despite asking they have not confirmed what balance they have credited to the gift card.

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Hi all. I'm still very concerned while reading your comments. I don't want to go in to each individual case because the customer services team has more details about your accounts with the notes on your phones, so please do call or email them if you have had problems. As for the non-delivery of emails, it is highly likely that they got delivered to junk email folders and subsquently deleted - not even we can get past the spam filters! Despite its negativity, all this feedback has been great. We can't improve our service if we don't know areas to improve. Please do let us know how we can better ourselves. In the meantime, I hope you all have a lovely easter weekend :-)

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I tested the system by sending an old but perfectly working K850i and received £32 as promised on the Debs card. I also had a Iphone 3G 8GB in perfect working condition which had always been covered since new with a film screen protector. Quote was £173 I packaged in bubble wrap and then in the bubble wrap jiffy bag and sent by special delivery- 3 days later an email- value now £53 phone on/off buttons faulty, keypad faulty, severe scratching touchscreen needs replacing- what a bunch of toerags!! I rang and told them that the phone works perfectly and is in excellent condition- I have close up photos of all aspects of phone on, off and screen and IMEI number - I am now waiting for them to raise an invoice for me to pay £10 by paypal for the return of my phone- which had better be mine in the same condition as it was sent to them....will keep you posted. my advice at this time is AVOID LIKE THE PLAGUE!!

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If you have 5 minutes, please can you call Consumer Direct and log the call with them - they will open a case and note that you are dealing with this, but the information will be passed on to Trading Standards to monitor and deal, as have the previous complaints made to 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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  • 3 weeks later...

i have just joined this site as wish i had read all your posts before i sent my phone to this company. they offered me £53 for my phone i sent it recorded delivery and they have now offered me £9 for my phone saying the touch screen is damaged which i know it is not as i kept it in a case with a screen protector on it. i have phoned and e mailed them and i refuse to pay them £10 to get it back. the man on the phone had the cheek to ask if i wanted to pay £20 as a good will gesture!!!!!!!!!!!!!:mad:

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Hi

After paying my £10 reluctantly and phoning more than once every day I eventually received my iphone back which according to them had faulty buttons and so scratched needed a new screen but was as I said in such good condition that I sold it on ebay for £230!! - I wish I had never come across this company- they are rubbish!!

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I wish I had found this forum last week - I had an Nokia N96 is near perfect condition - they quoted £103 online so I paid the £5.50 to send it registered to them and awaited the cash in my bank account. It never arrived so I checked back on the site to find to my horror that the phone had been accepted but the payout was just £21.

 

Checked my email and finally found an email buried with all the spam which at first glance is just a confirmation email confirming they have received the phone but when you then scroll down through it you find at the botton a report which claims the phone was faulty - keys not working, not powering on, screen faulty etc all of which are fake claims. The email was sent late on Tuesday and gives me 3 days to reject the claim - I take this as Wed, Thu & Fri as you have to assume an email sent late Tues won't be received or viewed until the following day at the earliest and their email also said I had until Friday 7th to contact them. I replied to the email to reject but it came back later as an invalid email address - they send out their bogus fault emails using a no reply email account - clever. I then tried calling but couldn't get through, finally I got a message saying they were closed.

 

I found another email address on their website so have emailed them saying I want the phone back or else, especially as they said I've got 3 days to reject and it's still day 3 as far as I'm concerned, just because they have gone home isn't my problem. I've also threatened Trading Standard and Watchdog if they don't respond as their claims of the phone being faulty are false and in my opinion a criminal act.

 

Also checked their T's & C's and to be honest, I can't see how they can be legally binding - They state that if your phone is faulty they will send you a counter offer by email or text - both of which offer no guarantee of deliver but here is the bit which I find hard to believe can be legally binding - they then go on to say that they are not responsible if you don't receive your email/text for whatever reason. Isn't this a license to just make up false reports, claim to email people and then claim they didn't respond so they get to keep a perfect phone and the sending receives a payment which barely covers the cost of postage??

 

These people deserve to be behind bars. It will be interesting to see what reply I get, if any... Either way I'm reporting them for fraud seeing as many other people on this forum have had the same bogus fault report.

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  • 2 months later...

Whatever you do - do not send a mobile phone to a company called mobile phone xchange (Sell, recycle and get cash for you mobile phone - Mobile Phone Xchange).

 

I sent them my genuine Apple Iphone 3G which they said they would give me £170 for, I then got an email saying that the phone is a fake and that they would give me £0 for. It was bought in the apple store and is definitely not a fake!!!!

 

I have not been able to get in touch with anyone at mobilephonexchange since and I believe they are now selling my phone themselves and I will not see it again.

 

Just a friendly warning incase anyone is thinking of sending to them...DON'T unless you want to be ripped off!!!!

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Whatever you do - do not send a mobile phone to a company called mobile phone xchange (Sell, recycle and get cash for you mobile phone - Mobile Phone Xchange).

 

I sent them my genuine Apple Iphone 3G which they said they would give me £170 for, I then got an email saying that the phone is a fake and that they would give me £0 for. It was bought in the apple store and is definitely not a fake!!!!

 

I have not been able to get in touch with anyone at mobilephonexchange since and I believe they are now selling my phone themselves and I will not see it again.

 

Just a friendly warning incase anyone is thinking of sending to them...DON'T unless you want to be ripped off!!!!

 

 

Send them a letter recorded delivery asap, they wont answer your calls or emails. They have no right to sell your phone on, genuine or not unless u consent. Also get onto consumer direct for some advice as it gets logged in a case file and forwarded to Trading Standards, and by the sounds of things its gonna end up a big file!

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I originally started this post this in the hope that search engines would pick up this thread and people would see it!

 

However, if you have had a problem with them, then follow the above steps - get in touch with Consumer Direct, make a complaint and follow it through!! Grrr!

 

Here is a template letter that worked for me and feel free to edit and do whatever needs doing.

 

 

Mobile Phone Exchange

Mountcliff House

154 Brent Street

London

NW4 2DR

Re: Order Number XXXXXX

 

To Whom It May Concern,

 

I write to you with regards to my mobile phone, which was sent to you on [date]

 

Prior to sending my phone, I registered my details with you and requested a freepost envelope to send you my phone. I received a quotation for [£xxx], to which I responded and duly packaged and sent my phone as instructed by Recorded Delivery to you.

 

 

After receiving the phone, I have received an e-mail from you advising that the phone was damaged and that you were offering a reduced price of [£xxx] - EDIT - change this part to suit your circumstances (i.e. reduced price, worthless, it's a fake etc).

 

On receiving this e-mail, I followed your instructions on e-mailing you if I did not agree with the prices, and requested that my phone be sent back to me. I received an e-mail advising that you would not return my phone to me, and that you would consider re-negotiating a price for my phone.

 

However, I rejected this and asked for my phone to be sent back to me. My reasons for requesting this are as follows:

 

 

  • The phone was packaged securely in bubble wrap and thick padding to ensure that no damage could be done whilst in transit.
  • You claim the phone was damaged in transit, therefore I need evidence for Royal Mail for them to investigate this issue, as it was they who packed the phone.
  • The damage to my phone will not cost the difference of £xxx to repair.
  • One internet forum suggest that more than 50% of persons who send their phone in receive lower offers due to “damage” to their phones (these details have been sent to the Office of Fair Trading)

 

Therefore, I request again that my phone is sent back to me at my home address within 14 days of this letter. No contract has been entered into as I have NOT accepted payment nor have I accepted any other mount which you have offered. Consequently, the phone is still legally my property and I will now take steps to recover it.

 

The Supply of Goods and Services Act 1982 require a supplier of a service to carry out that service with reasonable care and skill and, unless agreed to the contrary, within a reasonable time and make no more than a reasonable charge. Under this act, any term which seeks to impose terms or conditions which restricts or excludes a consumer’s rights in regards to a supply of goods and/or services may be deemed as reasonable or unfair.

 

You have informed me that under your terms and conditions, I am not entitled to receive my property back. However, as no money has been exchanged and no offer has been accepted, you have no legal right to exclude my right to the request of my property to be returned.

 

Therefore, I would request that if you maintain the phone arrived damaged, you provide evidence that the phone was damaged prior to it’s delivery to the address on the label. I have evidence to show that the phone was in perfect condition prior to it being sent, and that sufficient packaging was used to send the phone to you.

 

At this present time, you are in breach of contract of the service you purported to provide due to this breach, I am not confident that you will execute your responsibilities under contract. Therefore, I now wish for the phone to be returned to me. As previously advised, I am happy to make arrangements and pay for the costs of its return to myself. Should you ignore my rejection and send payment to me, this will be immediately returned to you, but will not negate the 14 days from this letter in which I am requesting my phone to be returned to me.

 

Should this not happen within 14 days, I will have no further choice but to issue legal proceedings for the recovery of my property and other associated costs.

 

Please note that this letter has been drafted following advice from the Office of Fair Trading who has allocated this case a reference number of XXXXXXXXXX.

 

I await your prompt reply.

 

 

Yours Faithfully,

 

 

 

JO BLOGGS

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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NOTE: Until their offer is accepted, there is no formation of a contract - this includes a cheque received, and formation is not until you have banked it. In the case of bank transfers, there is a grey area as they will argue that the transfer of money indicates the formation of a contract and the transfer of property under a sales contract has been completed - WRONG! Contracts form after consideration (i.e. money has been transferred) AND offer and acceptance completed; they may have offered, but they will not be able to prove that you have accepted AS LONG as you respond to the initial estimate in a negative way.

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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And the letter which got my result:

 

Mobile Phone Exchange

Mountcliff House

154 Brent Street

London

NW4 2DR

FINAL NOTICE BEFORE LEGAL ACTION

Re: Order Number XXXXXX

 

To Whom It May Concern,

 

I write to you with regards to my previous letter dated [date], a copy of which is enclosed.

 

In this letter, I made it perfectly clear that I was not happy with this situation, and gave you a reasonable amount of time in which to rectify the situation and by which means. You have failed to respond, and have failed to rectify this situation.

 

In order to rectify the situation, I request that you address the following points: [edit where necessary]

 

 

· The mobile phone is to be returned to myself. I will absorb the costs incurred for it to be delivered back to me. If this is not possible, you must explain why the phone cannot be returned.

· Your reason why you have transferred the sum of £XXXX into my bank account/cheque made payable to myself for £XXXX, after I made it perfectly clear in my e-mail to you (which you have acknowledged by reply) that I was not happy with this amount. This amount has now been frozen, and will remain so until this matter is dealt with.

· Should the phone not be returned to myself, then I request that you send the sum of £XXX to me by way of a cheque (made payable to myself) or by BACS transfer (with a remittance advice posted immediately to my home address) for the outstanding amount based on the original quotation.

 

 

I have been left with no other option but to look into seeking legal redress through the courts. This letter hereby gives you notice that, unless this matter is resolved within 10 days, I will instigate legal proceedings without further notice. The cost of this will be added to my claim, in addition to any incidental costs and interest (where appropriate).

 

Yours Faithfully,

 

 

 

JOE BLOGGS

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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Whatever you do - do not send a mobile phone to a company called mobile phone xchange (Sell, recycle and get cash for you mobile phone - Mobile Phone Xchange).

 

I sent them my genuine Apple Iphone 3G which they said they would give me £170 for, I then got an email saying that the phone is a fake and that they would give me £0 for. It was bought in the apple store and is definitely not a fake!!!!

 

I have not been able to get in touch with anyone at mobilephonexchange since and I believe they are now selling my phone themselves and I will not see it again.

 

Just a friendly warning incase anyone is thinking of sending to them...DON'T unless you want to be ripped off!!!!

Get back in touch with them and tell them to return your phone - they have no right to keep it and as such is theft. Even if they insist on you paying for it's return at least you can re-sell your phone yourself.

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  • 3 weeks later...

For my tuppence worth:

 

Complete rip off site - basis being:

 

Offer above and beyond most other sites dealing with your phone sale - Enticing the customer

Offer you less than the value more often than not with apparent cosmetic damage before or in transit Leaving you in a quandary - sell or return

Charge you £10 to return your phone Make you feel as if it worth the hassle

Counter you with a "goodwill" gesture Still under the value of the phone but enough to make you think

 

My story:

 

Sent my phone - valued at £90 - a "minor" surface scratch to phone - fully sealed and foam packed sent special delivery - £6

Got valuation at £60 - due to "excessive screen damage" and facia damage (go figure based on others experiences here....)

Phoned to complain - within 10 seconds I was offered a £10 gesture of goodwill, not even a discussion about it - Customer support had not even seen the phone (apparently)

 

Value now £70 or £10 to return... the quandary now is Ebay, I know I could get £80-£100 for this phone easy...do I take the chance and sell or pay another £10 to get it back - £16 spent on postage....I decided to sell but...

 

 

In my opinion, they clearly are looking at bringing you in with a big offer, then have no intention of paying you anywhere near - ok you can argue I got £20 less, but believe me it was not a £20 deduction imo but I cant be arsed with the hassle...this likely to be the case for most people who want "something" for their phone but not to be ripped off - I am guessing they are working to margins having reviewed some of the stories on here and a circ 20% drop in price in my case probably underlines this.

 

They know they have you by the bollox from the off due to the fact you arent going to pay nearly £20 to get your phone sent and back again...I still find it amazing the guy said (Clarence Clinkett) - "it is a known issue with under values and complaints so we offer the gesture of goodwill all the time, I dont need to see your phone.." - underlines everything to me.... THEY HAVE NO INTENTION OF PAYING YOU ANYWHERE NEAR WHAT YOU BELIEVE YOU CAN GET

 

Hopefully this will help someone out in making a decision - in all cases there are good and bad service, but for me I wont be revisiting them again in a hurry...if you also think this is the only site with irrate customers check out this forum.... http://forums.moneysavingexpert.com/showthread.php?t=1572229

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  • 1 month later...
I purchased a new Nokia E72 as a replacement for my Nokia E71 and rather than sell my Nokia E71 privately I decided to give Mobile Phone Xchange a try. I submitted my E71's IMEI number as required and I received an offer of £99.00p for the phone by return. I decided to accept the offer and posted off my E71 by Special Delivery. I waited three days and I then received an Email from Mobile Phone Xchange telling me my phone had been accepted and the £99.00p quoted would be paid into my Paypal Account when a further three days had elapsed from the date I received the acceptance Email Exactly three days later on the 4th March 2010 I received a notification from Paypal that Mobile Phone Xchange had paid me £99.00p which I have now transferred into my Bank Account. In conclusion I would stress that the above account of my dealings with Mobile Phone Xchange is genuine and hopefully it might help to set somebody's mind at rest.

 

 

I did the exact same thing. Upgraded to a Nokia E72. Sent MPX my Nokia E71. Was offered £91 initially. They then claimed it was water damged and offered me nothing! That was a week ago. I have tried emailing and ringing to get my phone back but I'm getting nowhere. I'm davasted that this company has ripped me off completely and shamelessly.

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I hope you have all reported them to Consumer Direct? The file must be spilling over by now...

 

Out of interest, I recently sent the same (make and model) phone to Mazuma mobile, and got the money the next day - exactly what was quoted. And they even promise to send it back free if you disagree with their price. Hopefully, someone will read this thread before sending their phone!

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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