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!

[Anonymous]

I must be the only one then that has had good dealings with the O2 recycle scheme. Used them twice now & both quotes were very reasonable, one way better than I thought. Both quotes were credited in full in the amounts I was quoted at the time of recycling

[Cleoriff]

That was good going @Anonymous ...one of the few...:smileywink:

[Anonymous]

@Cleoriff I went instore & did it as I saw online on O2 recycle that the prices were way different than instore so that might be part of the issue

[Cleoriff]

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@Anonymous wrote:
@Cleoriff I went instore & did it as I saw online on O2 recycle that the prices were way different than instore so that might be part of the issue

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Think you are right @Anonymous. Good tip

[Anonymous]

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@Anonymous wrote:
@Cleoriff I went in store & did it as I saw online on O2 recycle that the prices were way different than instore so that might be part of the issue

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Yes, I'd always recommend visiting a store if possible, even for retailers like CeX, as then there can be no argument about its condition, or any question of your device possibly getting damaged in transit. And of course, provisional offers which are made online can only be an approximate figure, and people's perception of what is considered "good working order" or "excellent condition" will always vary. So it's probably no surprise that some sellers are disappointed by their offer. 

[Anonymous]

I asked Redeem a specific question on an individual basis about compensation on the way I was treated... this has been ignored.

I have asked the CEO's office if O2 is happy with the 'quality control' explanation given to me personally and as a general principle... this has been ignored.

There is sufficient activity in the O2 community condemning Redeem such that O2 to need to answer and explain why it continues to contract to the company. Is O2 going to ignore this as well?

[Anonymous]

Ian said "people's perception of what is considered "good working order" or "excellent condition" will always vary. So it's probably no surprise that some sellers are disappointed by their offer. "

this approach does not explain massive increases to values when customers reject offers and ask for their phones back!  Does Redeem ever re-inspect a customer's phone and reduce the value?

[Toby]

Hi guys,

I am collating and reporting all O2 Recycle feedback to the rest of the team. I'm also working on supplying some info on how recycled devices are priced, as well as some other questions about the service.

[Anonymous]

@Anonymous

I understand where you're coming from, and if you read an earlier post of mine, you'll see that I have exactly the same concerns that you've expressed. My last comment was just a general observation

[viridis]

@Toby
The issue for me is trust.
As a regular here, I would NEVER use O2 recycle unless it was instant credit in store, in my case, I've got a perfect z3, O2 recycle quote £200 ish so I send it off....
Fast forward a week or two and I get an email saying it's :
Got screen damage
Water damage
Scratched
(delete as necessary)
And my quote is now reduced to £75.
I just don't trust them not to do this.