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CeX AirPods Pro Saga: A Customer Service Redemption Story

About a year and a half ago, I bought a pair of Grade B AirPods Pro from CeX. They worked fine at first, but over time, people on the other end of my calls started having trouble hearing me. With my warranty about to expire in October, I took the AirPods to CeX last month for a check-up.
Unfortunately, the staff couldn’t find anything wrong and suggested I get a report from the Apple Store. I did just that, and sure enough, Apple diagnosed a fault in both AirPods’ microphones. Armed with this report, I went back to CeX, where they insisted on running their own check, which involved a rather basic phone call test – not exactly a high-tech diagnostic procedure, in my opinion.
An hour and a half later, the fault was finally confirmed. Throughout this process, Kez, the CeX employee assisting me, was a true gem. Kez was patient, honest, and explained everything thoroughly. Kez’s excellent customer service turned what could have been a frustrating experience into a positive one.
CeX offered me a few options, and I ultimately chose to take a voucher for the original purchase price. With a little extra cash, I was able to upgrade to a brand new pair of Grade A AirPods Max, which I’m thrilled with.

So, a big thank you to Kez for the outstanding service! While CeX’s technical checks could use some improvement, their customer service, thanks to Kez, is top-notch.

I am displeased with the lack of empathy received for one of the items that we ordered not being delivered.

We place a web order for two items that each came with its own postage charges. One parcel arrived, which contained the valuable item, in such great condition I might add. After a week, when the other item had not arrived, we were in discussion with customer services. We were told that no evidence can be provided but to trust them, both items were actually shipped together inside one package. We perhaps thrown the stylus pen away with the empty box by mistake. Our box did not contain the pen – it was thoroughly checked.

The resources they used to reply to my messages and deal with problem, I suspect, bore a greater cost in staff time than just sending a replacement stylus pen, which must cost them less than the PS18 price tag.

Humbly,
Nicholas

Worst shopping experience ever. I spent 160 pounds on a second-hand console, and after only two weeks it was unable to switch on due to hardware issues. Initially, I was reassured by their promise of a warranty replacement.but when I brought the console in for repair, the employee said I had replaced the software so they would not offer any repairs, replacements, or compensation.I have not been told any of this. I was left with nothing more than a 160-pound brick.