The Mobile Guru
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Absolute Joke of a Company
Absolute joke of a company. Only competent team there is customer service. Ordered an 'ex-demo' Galaxy Note 9 from their website, arrived with the infamous Samsung Green Screen of Death. How this got past the tech team, I have no idea. Sent it back for warranty. Heard nothing for 2 days after the phone rocked up in their inbox. On day 3 I called them myself, and was told the phone was being checked over by techs tonight, and a refund would be possible on Monday at the earliest. Fine, I decided to give them the best chance possible and waited until late Monday afternoon just in case they would be able to send out a replacement phone by then. Rang them an hour before close, and was told that a replacement had been sent out that afternoon. I was also told I'd get a tracking number that evening for it. Again, I was patient. Waited until the same time the next day, and I'd still not yet received any communication. Upon ringing them back, I was told the phone hadn't even been shipped yet! I don't know whether the dispatch team had straight up lied to the customer service person, or if they'd mixed up my order with another one (you'll see why later), but the *new* story was that there apparently weren't any replacement phones to ship out to me. Whoever was calling the shots up there then told the poor CS person to try and upsell me! I was already mad at them, and now this company is asking me for more money so that they can send me another (potentially broken) phone that's more expensive! Naturally, I instead asked her to just refund me. She tells me that she'll put it in line for processing, and I try to just put this whole ordeal behind me. But oh no. It turns out, not only is the tech team incompetent, but so is the team handling the money. Four days later (the refund policy says '48 hours during busy times' but I again wanted to be patient) I still had not received my refund. I again called the company, and was told that I in fact had been refunded, and here is the receipt. The receipt was for a different name, a different payment method, and a vastly different amount of money. I really don't know how they could've messed this up this badly. It was only finally after this point that the CS person was able to get me a refund, so quick that it happened while we were still on the phone. I can only assume she gave the knuckleheads down in cash handling an absolute earful for how badly they'd mucked up and they'd processed things immediately, with tails tucked between their legs. At least the person you talk to when things goes wrong is knowledgeable and polite. Whatever y'all are paying them ain't enough. Besides that, terrible company. Spend your money elsewhere.