Beware of O2Recycle (AKA Redeem Ltd) - Read Before Selling Them Your Phone!

[Anonymous]

If you are thinking about selling your phone to this company, think twice.

I received a quote from them for selling my iPhone 4S 32GB of £105, which I accepted. I sent my phone to them in the pre-paid packaging provided, but before I did so, I took photos of it at every angle, including with the display set to a white screen (to show up any defects).

The phone I sent them was perfect, having only been supplied by Apple eairlier this year as a replacement for a faulty one. I always use wallet-style cases so that the entire phone is protected, including the display. The phone has never been dropped and didn't have a scratch.

Here's where the fun bit starts.

A few days after sending the phone back I received a message from O2Recycle/Redeem Ltd claiming "Screen damage : Discoloured area on LCD (shading)" and offering me just £21.60 - 80% less!

I queried this and asked for photographic evidence, as I had sent a perfect handset to them. I also sent the photos that proved the handset was in perfect order.

I then received a reply from them with a different statement of damage and that Apple's advice is that it must have been dropped. They told me to 'Google it'. Of course I queried this and asked why are they are now stating something different and in any case, to offer 80% less would to me have indecated a screen damaged beyond repair - which was not the case, even if what they were stating were true. 

I also made them aware that I have over 20 years experience working in the high-tech sector, including having deploying and managing many thousands of mobile devices, including iOS devices. Their conflicting claims made no sense and they refused my requests for photographs.. I stated that if their claims were genuine, I would need to make a claim with the Royal Mail (I paid extra to upgrade to an insured service) and photographic evedence was essential for any subsequent claim.

I knew by this stage that this was some sort of scam and the fact that I found almost identical stories from their customers online only went to confirm my suspicions. When faced with the facts I had presented them with, including my photos, they suddenly upped their offer to 50% of what they had promised.

They tried strongarm tactics of saying I had 48 hours to accept, then 24 hours. I instead repeated my request for photographs before they sent my phone back. I insisted that I must have proof of their claims. They again refused this reasonable request.

At this point they decided to just ignore my further emails (there's a pattern of this if you search online). It wasn't until I warned them that my next emails would be to their owner, CEO and also to the CEO of O2 That they replied. I also made them aware that I knew that O2recycle/Redeem Ltd were in negotiations with O2 to renew their recycling contract.

They apologied for "the poor service I had received" and promised to send my phone back to me.

And guess what? I have received my phone back and there is not one sign of damage, just as when I had sent it to them!

This company is nothing other than crooked and O2 should seriously consider investigating them. I may even decide to contact Trading Standards, as no company should be allowed to behave in this way. At the very least it is uneffecal and at worse this could amount to an attempt of fraud or deception.

To add insult to injury, the price companies will pay me for my phone has now gone down during the time of this whole sorry episode.

Be warned!

[MI5]

It's worth lodging an official complaint here http://www.o2.co.uk/how-to-complain

[Anonymous]

Unfortunately this happens quite a lot.

From experience only Mazuma give you the amount quoted.

[gemz4the1]

Hello @Anonymous  and welcome to the community.

I am sorry to hear the problems that you have had.

Luckily you have your phone back and you can find an alternative solution to selling your phone.

This may help you to learn for the future - before sending your phone off or giving it to a store (e.g. the CEX shop), then always take photos of your phone and take note of the IMEI/serial number.

[Anonymous]

"Hello @Anonymousand welcome to the community.

I am sorry to hear the problems that you have had.

Luckily you have your phone back and you can find an alternative solution to selling your phone.

This may help you to learn for the future - before sending your phone off or giving it to a store (e.g. the CEX shop), then always take photos of your phone and take note of the IMEI/serial number."

Thanks for the reply. I noticed the bit at the start of my post about taking photos before sending it was cut off (now fixed). Essential advice for anyone!

[viridis]

It really is disgusting how much this happens.
I've seen more than 5 threads on here each with the same story, the screen.
Personally I would suggest that a company that uses this tactic as much as we see is guilty of defrauding the public by offering a higher cash value than they intend to pay. When questioned they often come up with something else and say they have spoken to the manufacturer when in fact they hadn't.
It's fraud. Plain and simple.
So I offer this advice, don't take pictures before sending it, don't use lots of padding, don't use recorded delivery,
Just don't send it.
Cex
Game
Asda
Cpw
They all will check on the spot with not much of a wait, if one is more favourable, some have best price guarantees.

[Anonymous]

It is disgusting for sure, and the number of times different companies have been accused of this is outrageous. My own personal experience with O2 recycle (exactly 12 months ago) was postive though, and I did get paid the quoted amount for my HTC One X. Money was deducted from my final bill as an account credit, which was a convenient way to settle the account too.

[Anonymous]

What gets me more than anything is their brazenness and arrogance to send back my phone in perfect condition, despite their lies!

[viridis]

Part of the scam, make it unappealing to get goods back to confirm quality.
More likely to accept rip off price.

[Anonymous]

I have had exactly the same experience as you have had - appalling indeed and this is really testing my 10+years loyalty to o2! I have been promised the same phone being sent back to me...

I had not been made awasre of the service being subcontracted to someone else other than o2.... If this had been clear I would have checked them out first.