J C.

Here's a copy of an email l sent, they haven't answered any of my questions below

1. The volume button on my phone becomes defective through no accidental damage, it's always been extremely well looked after and has no chips or dents or break which would be present if an accident occurred. It has always been in a very secure case and never removed.

2. I call QwickFone to tell them that l can not access my account on their website and hence l do not have any order details, dates or information regarding the order. I give my postcode and l simply ask her for the order number and to tell me if it is or is not in warranty. I NEVER at any point initially called saying it is in warranty. This makes no sense as the entire reason l called was to ask what date l placed this order and if it was in warranty or not because l did not have this information myself.

3. Your colleague reads out my order date and number which l did not have myself and told me herself that it is under warranty until 29th June 2023. This is the information she provided me. I did not provide her with any order information and it was impossible for me to do so as l did not have any. Hence, the reason for my call in the first place to ask her.

4. You ask me to send you images of the damage which l did promptly.

5. You respond back stating that it is "accidental damage" and that you will charge £45 for the repair.

6. I respond back stating that you instructed me that the device was in warranty. No accident has ever occurred to this device, it has always been extremely well looked after and has no chips or dents or break which would be present if an accident had occurred. It's always been in a very secure case and never removed. I stated this type of repair is included within your warranty policy.

7. You respond back stating that you accept my response and you wrote "Please note that we will repair this as a goodwill gesture. Please send the device and we will pass it to our technicians for repair. The repair can take up to 3 working days."

8. I spend 3 days continuously preparing the phone, deleting and backing up all important data, calls, texts and documents and make sure that the phone is wiped securely from all data.

9. Once the phone is boxed and packed up as you have requested l do, l call just to re-ask the order number to place on the tracking. Your colleague gives it, tells me again that it will be repaired for free as it's in warranty.

10. Your colleague calls me back and then says it's not in warranty and that she has made a mistake. She tells me this AFTER l have completed all of the 10 steps we went through above which took me days and countless hours of my time.

11. Your colleague then sends me an email on 26th June 2023 writing "order number #******* has been refunded on July 29th, 2023." How can you have refunded my phone on "July 29th, 2023"? This date doesn't exist yet.

12. I call back and you state that "refunded on July 29th, 2023." is again, another error by you.

13. You send me an email stating "you called us saying you have a device that is under warranty". This is a complete lie. I called you as l did not even have this information or order number or date of purchase myself. It was your colleague who gave me the order number and date and instructed me it was in warranty, which is why she sent me an email confirming it. It is your job to check the warranty dates of your own items when customers ask you to.

13. You write "Be assured that there is no confusion on my side". There is clearly mass confusion by the diabolical way this is being handled with your colleagues continuously correcting themselves and changing their minds on warranty dates on a daily basis. As well as providing customers with initial false information.

14. You write that my phone is faulty due by my own fault through "wrong charging practices". You refuse to explain what these "wrong practices" are, you have not even seen the phone in person. I have no charging related issues. All l do is plug and unplug the phone from the charger and cable you provided.