Hi ​@Aether42 

Thank you for getting in touch and providing the detailed information.

We completely understand your frustration and sincerely apologise for the delay and conflicting information. Please send us a private message so that we can look into this for you and advise you accordingly.

Thank you,

Zandile M 

The iD Mobile Team

Thank you Zandile for your reply and apology.

I have tried to send you a private message, but it says I’m ‘unable to send a private message to this user.’

Could you please send me a private message instead, which I can then reply to. 

Thanks for your help.

Hi ​@Aether42 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Zandile M

The iD Mobile Team 

Hi iD Mobile team and community,

I wanted to give an update on my original post regarding the tampered package and missing iPhone.

Since posting here, I’ve had replies from 3 different agents in private messages on this forum (Michael, Hosai and Zandile) and then 3 different agents via the social queries email (Marquerita, Anneline and Owethu). They asked me to resend the photos I already provided on day one. 

In their last email they confirmed my case is being handled by the Complaints Team — something I already knew and had mentioned repeatedly. The social queries team have admitted a replacement should be provided but told me they have no direct visibility into the DPD investigation and can’t give any timeline. 

The last contact I had from the complaints team was on Tuesday (31st March) when they said they would call me back within 48 hours — I still haven’t received that call. This is such poor customer service — different teams not communicating and sending me from pillar to post.

Under the Consumer Rights Act 2015, iD Mobile is responsible for delivering the goods I paid for. I shouldn’t have to wait indefinitely while internal teams fail to coordinate and the investigation drags on with no updates or ownership.

Has anyone else had similar experiences with tampered deliveries and long delays? Any advice on how to actually get this resolved?

Hi ​@Aether42 

We apologise for the delay you’ve experienced regarding your missing phone and the ongoing investigation. We understand that this has been frustrating, and please be assured that we are working with our team to resolve the matter as quickly as possible.

We have received the information you provided and are waiting to sort everything so that you can receive your Apple iPhone 17.

I sincerely apologise again for the delay and appreciate your patience.

Michael Z

Did this get resolved for you ​@Aether42 ? I’ve had a fun experience of trying to navigate the Customer Support with ID for a broken phone within 30 days of receipt, which has included:

• Complaining that DPD had done a drive-by of my house, rather than actually trying to deliver, presumably as the driver just wanted to get home towards the end of his shift. This was resolved to my satisfaction with an account credit.
• The phone’s camera then stopped working after 20 days, so I looked at the FAQ and saw you had to contact ID to arrange a replacement. I used the webchat to speak to an agent was incorrectly told to take it to my local Curry’s store for them to look at.
• I went to my local Curry’s store the next day and the guy there looked at the phone and saw the camera wasn’t working without any physical damage to the handset, so he tried his best to try to sort a replacement, however he wasn’t able to on his system (he tried all sorts of ways, including trying to cancel my contract and start a new one, but the tariffs available to him weren’t the same as the one’s available online). He then contacted the ID internal helpdesk, who also weren’t able to resolve it as their system wasn’t working. The ID internal helpdesk agent then logged a complaint for me unprompted, to try to get it resolved.
• I was then contacted by the complaints team (who initially called and then didn’t say anything when I answered, so I had to call them back and wait 15 minutes to get through the queue). I was then told that I would have to send my phone back and wait up to 5 working days for a replacement, which I wasn’t particularly pleased with as it meant having to back up my phone to my computer rather than just being able to transfer the data from one phone to another. It’s also a pain for banking apps where you take a photo of the QR code on the screen to enable the new device, which you can’t do if you’ve had to post your broken device back before you are sent a replacement. As a small note, the replacement reference number and address were texted to me, rather than both texted and emailed, which isn’t much help if you then have to factory wipe your phone before sending back. I no longer have the replacement reference number as the only time I wrote it down was when I wrote it on paper that went in with my phone when it was returned.
• I waited until after the Easter bank holiday to send it back as I didn’t want an expensive piece of equipment sitting in the postal system due to bank holidays, and I didn’t want to be without a phone for any longer than necessary. I sent it back by special delivery, and at no point have I had any pro-active help from ID updating me on if they received my phone, have checked it, or when I should expect a replacement to come. I was called by the complaints team on Saturday after they had received it on Wednesday, to ask if I had decided to return my phone. They then told me it would take 3-5 working days to receive a replacement.
• I contacted an agent via webchat yesterday, as today is working day 5 since they received it, and so according to their SLA I should receive a replacement handset today. All they could tell me was that there had been an issue escalated on my phone but that it was now resolved, and I should expect to receive a replacement handset within 5 working days of them receiving it, ignoring the fact that they would have had to send it out by courier yesterday for that to be true.

Ultimately, I think there are various teams within the ID customer services function who are either working with poorly integrated systems, or with badly designed scripts. My guess is that there is a backlog caused by the Easter holidays that is having to be worked through, but nobody will say that as it would suggest they are under resourced. Maybe I’ve just been unlucky, but the lack of joined up support has been incredibly frustrating.