CeX in Newton Abbot | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

*** I would like to raise this as an official complaint*** (since manager is never at the store according to the teal leaders and contacting your customer service yielded results )

I have purchased a an iPhone 12pro Grade B yesterday. On arrival home it turns out that the screen and the camera is not original and to lower spec than original iphone12pro.

Furthermore, screen had a blemish in the display (white pressure pixilation from within) and the screen had faint lines. In addition the camera has a load of glair when taking photos and visibly worse than my older iPhone from work.

I have tried to return it as faulty with in 24h of purchase for a cash refund but after testing they said its not faulty as the screen and camera is functional. But since it is not functioning as it should its either faulty or miss-selling. I was buying grade B iPhone 12 pro with function of iPhone 12 pro with slight cosmetic damage in good condition. There is no facility for the customer to test at the time of purchase so there is no way of knowing of quality of refurbishment until you hand over the money. It is also not clear what phones were refurbished.

We have tried to come up with an alternative solution and replacement but the only phone that has original parts in the store is iPhone 15 pro at PS870. Not the sum I am willing to spend on a phone.
I was forced to take the voucher and spend further PS270 on an iPhone 13 Pro Max (not the model, size or color I wanted to get) and it is between PS50 to PS100 more expensive than with your competitors. So, I am expecting a price match

I’ll never set foot in CEX again, their signs should not include the word ‘buy’. It’s the 2nd phone they’ve recently rejected.

There wasn’t a mark or blemish on the 6yr old phone, I was only selling due to a recent upgrade otherwise I’d still be using it, the only thing I’ve noticed is slight screen burn but with the original or similar wallpaper/theme, this is not noticeable, it only came to light when I reset it. I did accept that this would take the grade from a B to a C and would have taken the offer but after wasting 2hrs (for them to check it), and car park fees – they came up with THE most pathetic excuse and said in one area, the screen is coming away from the back , there is no separation anywhere (I even had it checked using magnifying glasses), then they tried to say it’s classed as a non-working phone . They are an absolute joke! There were no scratches, dents or marks anywhere, not a blemish, it had been protected in a fully enclosed case since day 1.

I guess they want to give you as little as possible in order to make more of a profit selling it on. I have since sold it privately.

I’ve bought DVDs and console games there over the years but I shall avoid these Clowns in future. I guess losing one customer wouldn’t bother them but they’ll never have another penny from me.

Edit: reply to Nikhil, CEX tried to say the phone was coming apart, I can assure you that it was not. It was very closely inspected with magnifying glasses. I accepted the screen burn but there was no other issues.

Pl2497356
AWFUL CUSTOMER CARE.
Purchased a s23 ultra from Cex Plymouth on the 12th of July, experienced a fault where it would register moisture or foreign material in the charging port while on low battery, making it unable to charge through a cable.
After charging it with a wireless charger and resting the phone I could charge as normal again. This fault has acured 3 times in 3 weeks so when back from working away, I went into the plymouth shop with my receipt to get a refund.

After getting tested for 2 hours and speaking to staff, there was excessive sign of corrosion on the charging port leading to the fault. With staff saying, that level of corrosion would not have happened within 3 weeks of use.

3.5 hours later after staff calling a regional manager they refused a refund despite store staff thinking it was unfair.

The website states:
30 Days Statutory Refund Policy – Did your item develop a fault, that has occurred through no fault of your own? Provided it is returned with a receipt and we can verify the fault, we can offer a full refund to the original payment method, repair or replace the item, or exchange it for something else of equal value.

I feel really let down by the company and experience I’ve had. I have spent alot of money in the store and won’t be using or recommending them again.