CEX: how do you actually get a refund/repair/replacement?

[Christmas themed thank]

I purchased an LG G4 from CEX on 01/12/2015 and it has developed a bootloop, which is a well known hardware issue with this phone and is not down to my misuse/abuse of the product.

As advised by CEX's website, I have a two year warranty and so I returned it to them by following the instructions on their website. I created a prepaid Royal Mail returns label and this had the order number on it. I also placed the original invoice inside the parcel incase they missed the order number on the outside. I requested a refund by writing this on the inside of the parcel, on the printed invoice.

The phone arrived successfully to CEX on 30/03/2016. Today, I received a parcel at home. Great I thought, they've replaced it! But no, it's exactly the same phone I returned, still faulty and so useless to me.

No explanation as to why they "rejected" the return. Just the phone in a large envelope.

Is there any way to actually contact these people? They never ever respond to emails.

 

[robfosters]

Take it direct to a shop with your receipt and demand a replacement. You never know, you might get lucky.

 

[Malevolence]

I purchased an LG G4 from CEX

There's your problem, you went drastically wrong at the first step. Never, under any circumstances, give that scum your patronage and money.

 

[jsmoke]

http://lmgtfy.com/?q=cex+contact+number

 

[Diddums]

Malevolence hit the nail on the head. CEX is a disease.

 

[Christmas themed thank]

http://lmgtfy.com/?q=cex+contact+number

Is that supposed to be ironic?

 

[robfosters]

Is that supposed to be ironic?

No, its supposed to be a smartass reply that has failed dismally.

Mods, I really think that the let me google that for you crap should be banned on here tbh.

 

[jsmoke]

No, its supposed to be a smartass reply that has failed dismally.

Mods, I really think that the let me google that for you crap should be banned on here tbh.

Not really smartass.

 

[robfosters]

Ok, well then just say their number is on google, or if it so easy put the number on here. There's no need for that let me google that. It's just ****taking. This is supposed to be a community.

 

[Christmas themed thank]

Great phone number that, it tells you to email them.

Which I knew, hence why I didn't mention it in the OP.

 

[Christmas themed thank]

They've replied to my Facebook message to say they found water damage in the phone.

Never been dropped in water, never been submerged, never had any rain get inside it. I've never water damaged a phone in my life.

Great "warranty" they have.

 

[tom_e]

They've replied to my Facebook message to say they found water damage in the phone.

Never been dropped in water, never been submerged, never had any rain get inside it. I've never water damaged a phone in my life.

Great "warranty" they have.

No other warranty would cover you for water damage either, so while CEX may generally be **** if they opened it up and the indicators had triggered for water ingress then you'd be up crap creek without a paddle nevermind where you got the phone from.

Also that may well have been the reason the original owner sold it to those cowboys hoping they'd not check and they could get rid of a ticking time bomb.

 

[Rids]

Probably present when you purchased it.

 

[neoboy]

Wonder if they even opened it or merely use that as a cookie cutter cop out of warranty.

 

[Cosimo]

Malevolence hit the nail on the head. CEX is a disease.

They most certainly cause long term pain.

 

[booyaka]

They've replied to my Facebook message to say they found water damage in the phone.

Never been dropped in water, never been submerged, never had any rain get inside it. I've never water damaged a phone in my life.

Great "warranty" they have.

That's it - I had the same issue with a HTC that was in my pocket and stopped working one day. Took it back under warranty to O2, 3 days later I got a call saying it's not going to be fixed as it was water damaged.

That's that. Nothing I could do despite it being nowhere near water at all. It'#s a ridiculous cop out but you can't argue it at all.

 

[Ace Modder]

I'm glad I have a water resistant phone now.. they cannot use that excuse if anything goes wrong wiht my phone.

But buying stuff from CEX -don't do it!

 

[diamount]

I'm glad I have a water resistant phone now.. they cannot use that excuse if anything goes wrong wiht my phone.

But buying stuff from CEX -don't do it!

Well, those are still susceptible if submerged for a period of time.

 

[cadmunkey]

Gigabit, it may be worth trying to contact LG directly yourself. It is a known issue so they may sort this out for you. My daughters phone had the same problem, took nearly a month to turn it around but it got done in the end.

 

[Amleto]

It's within 6 months - under SOGA they have to be able to prove the phone was not water damaged when you bought it... doubt they can do that so just threaten them with a small claims action