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

I purchased a set of AirPods Pro from the Hinckley store. After a few months I misplaced them somewhere in my home. No worries, I thought, I’ll use the Find My app to locate the AirPods.

To my surprise, this didn’t work and the app was stating that the AirPods were not a matching pair and could therefore not be located using the app. No worries, I said to myself, when they turn up I’ll pop in to CeX as they’re under warranty. I found them later that day in my coat pocket.

When visiting the store and explaining the issue, I was immediately quizzed about why I had left it this long to raise the issue with them, and was asked why I hadn’t tested this issue prior to now. I explained that I’d had no reason to test this feature until recently, as I’d never lost the AirPods and assumed (incorrectly) that the store would have tested this feature before buying them in.

A few more eye rolls and accusatory questions later, they begrudgingly booked them in for testing and advised they’d call me when they’d completed their tests.

Two weeks go by, and I’ve heard absolutely nothing. I decide to call in to the store and received no apology for the lack of communication. I was met with the same accusatory questions about the length of time I’d owned them, and was told that I’d owned them for too long for them to be covered. So much for the 2 year warranty!

Another team member came to me and confirmed that the tester had found the fault, but that I’d owned them for too long for them to repair or replace them. Bearing in mind I’ve only owned them for about 3 months now.

I asked if this feature was tested and asked to see proof, but was met with a dismissive confirmation that a ‘box had been ticked’. I suggested he verify the serial numbers of the AirPods against their records, and apparently they do not record the serial numbers of AirPods. So… their conclusion was that I just have ‘mixed them up’ with another set. The store failed to keep accurate records and now I’m the one with a faulty product, and being accused of lying and trying to scam them.

After arguing my point, he connected them to his phone, claiming that AirPods sometimes behave in this manner… and the fault was actually not present. I agreed to give him the benefit of the doubt at this point, and he told me to come back if I experienced any further issues.

Upon returning to the office I immediately connected them to my phone, and the fault was still present. I returned to CeX a few days later and again had the same nonsense excuses. I asked to speak to the manager and he didn’t even take the time to speak to me and just returned his staff member with the same appalling excuse. He said, ‘don’t worry, they still work though!’. I argued that I had paid full price for a product that is not fully functional, and that was now worth considerably less if I chose to re-sell them.

I raised the issue with their head office, and now the store have gone back to them to advise that ‘they’re definitely not the AirPods we sold because they look different’. Disgraceful. The only way they can prove what they’ve sold is to record the serial numbers, and they didn’t do this! They also told head office that the tester did NOT find the same fault which is a complete lie.

I’ve spent so much money with CeX over the years and I’ve always bought with confidence. Never again.

Absolutely shocking, took items in on Saturday to sell. Items were checked over and left for testing and I was told voucher should be Saturday afternoon or Sunday. Monday morning comes and no voucher, they don’t have a camera to check the lens I took in and did I have one they could test it on! Voucher issued for 2 of the items then less than an hour later they cancelled the voucher as one of the items had a small crack on the side. Pointed out that it was checked over on Saturday their response was that it had been missed. How long do they think they have to reject an item that they have already agreed to purchase? No apology from staff either. If you have camera gear to sell them go to MPB online as they are far more professional

I can’t fault the friendliness of the staff as they are always helpful (which is the only reason I’m giving it 2 stars) however I have a massive problem with C.E.X and their pricing strategy, I feel as though it’s disgusting.
The prices they sell hardware for (bearing in mind it’s all second hand) is right about brand new price!
C.E.X were also really scummy when it came to the PlayStation 5 release, trying to sell on second hand PS5’s for originally PS750.00!! They cost PS450 brand new!
I have only ever bought from them a handful of times and only ever sold there twice (and that was just to get rid of items I no longer had space for nor needed).
Hinckley exchange was much better for buying and selling.