Community Member

Wrong Phone Sent

1 reply
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I upgraded to a new iPhone 17e in September. It took about two weeks to deliver and when they did it was the wrong phone. I received what looked like a used Samsung phone.

I contacted them immediately and sent photographic proof.

I was then told they would need to investigate with their delivery partner DPD and it would take up to 7 days.

I that time I sued their chat, I emailed and I called by phone.

It is over a week now and I have no resolution.

They have confirmed I am in possession of the wrong phone.

They have confirmed they will send me the correct phone.

So why have they not done it?

My contract is with iDMobile not DPD, their investigation has no bearing on the contractual agreement they have to provide me with the phone I ordered in good faith.

The Customer Service so far has been terrible. Constant hiding behind processes and fobbing off of we will escalate and get back to you, I find their treatment of customers the worst I have come across.

Absolutely shocking and I’m not sure when the matter will be resolved.

@idmobile SORT THIS OUT!

Gemma M

iD Mobile Employee

Hi @Segri,

I'm sorry to hear about the experience you've had.

I can appreciate how frustrating this must be, especially as you've already provided evidence, received confirmation that the wrong device was delivered, and have been waiting for an update.

As the case has already been escalated and is under investigation, you'll need to wait for the outcome of that process. While I understand this is not the answer you were hoping for, the team handling the escalation will need to complete their review before any further action can be taken.

We appreciate your patience while this is being looked into, and we apologise for the delay you've experienced so far.

Regards,

Gemma M
The iD Mobile Social Media Team

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