Why Fone Angels Left Me Feeling Like A Bell-End
Posted on 1st October 2015
I don’t usually take the time to review businesses – good or bad – in great depth. But, I feel compelled to share my recent misfortune to come across a company that fixes iPhones and iPads called Fone Angels.
I can only assume the Angels refers to the darker side of religion, mixing it up with Lucifer, because when I tend to think of an angel, they are a helpful, generous and magnanimous being, albeit fictitious.
So, here goes. In August, my youngest daughter – bless her little heart – managed to crack the screen on our iPad Mini. As a seasoned web user of many years, I got to work on Google and found Fone Angels as a company that had a great offer running – almost half the price of everyone else at just £39.95 with free delivery to fix the iPad screen.
How can they do it that cheap, the angel on my shoulder thought. Because they will rip you off you gullible idiot, the devil on my other should replied.
But I ignored my usual cynical self, because I knew best and I HAD FOUND A BARGAIN. Also, a quick look at Trust Pilot gave them an average of around four stars.
So, on 18th August, I paid by Paypal, sent off my iPad and scoffed at my brother who had just used someone local who did it same day but charged £70…. what a fool he is!
On 21st August, I then got an ominous email from Fone Angels, telling me that having checked my iPad they had identified that it needed an ” iPad Home Button Flex Connector” which would cost another £44.99.
The Devil on my right hand shoulder soon spouted up… “See you silly twat, you think you know it all getting a too-good-to-be-true deal online, and here you are being taken for a fool. Ask for it back, ask for it back!!!”
The Fone Angel on my left shoulder reassured me. “Well come on Craig, it was cheap, and you need it fixed by a company that know what they are doing”.
Begrudgingly, I paid the extra taking me up to £84.94.
Having not heard anything back after sending my money I sent them an email on 25th August, asking them when I could expect my iPad back. No reply. I called them, pressed the number combinations that were required and got to a message that told me that I had to email with any questions.
By this time, I was beginning to spend time in front of the mirror, punching myself in the face, trying as hard as I could to knock the naive stupidity out of myself…. just a little something to while away the hours.
On 26th, I finally got an answer…
Easy Tiger, No need to get defensive.
I refrained from correcting Chloe’s spelling, she’s just doing her job and probably (I was starting to get suspicious now) had to deal with hundreds of these kinds of emails every day. I replied…
Then I received an automated email on 27th August…
Okay, 7 to 10 days, I can live with that. This was followed by a reply from Chloe stating…
Okay, my friend. Sorry for having concerns!
Play it cool Craig, play it cool. Chloe’s just doing her job.
My head started whirring, I had sent the iPad away on 18th August, it’s now 27th – That’s 9 days, so it’ll only be one more day.
I was busy at work and resigned myself to the fact that I would simply have to wait… and wait… Until 2nd September, when I sent another email:
Chloe replied the next day:
I wrote an angry email. My devil said send, send send… My Angel held me back. Play it cool Craig, play it cool… I deleted it then created another on the same day.
My charm paid off. Chloe emailed me back the same day…
By now, I just wanted the thing back, I didn’t want to antagonise Fone Angels, and we were just one week away. That would have made the whole terrible experience of fixing my iPad only around three and a half weeks.
Six days later… I still had not heard anything. I sent another email:
The next day, Chloe broke the news…
Ah, could happen to anyone! Except it’s happened to you, nearly four weeks into your 7-10 day turn around. Enough was enough. I asked for a refund and for them to send the iPad back.
To be fair to Fone Angels – I got it back within two days. Now for the fun bit, trying to get a refund.
To cut a long story short, it took me another 15 days to get my payment back from Fone Angels. But it wasn’t the correct amount. It was short by £14.99. I grabbed the money they offered me – No Ts & Cs to read – even though they sent it back to a different email address to the one I used to pay through PayPal, which caused me to spend time to amend my Paypal account.
I then asked where the difference was…
Every business has one of those customers or one of those jobs that doesn’t go right – I get that. But it would seem I am not alone… Read the comments on Twitter for Fone Angels #foneangels.
Now I am not suggesting they need investigating by Watchdog or similar as some suggest, but it also makes a mockery of their Trust Pilot Reviews – and Trust Pilot as a review engine.
Not to mention these disgruntled complaints about Fone Angels.
At the end of the day, I feel a bit of a twat. I feel like I’ve been scammed. That’s not nice, especially as I have an ego the size of a small Caribbean island.
I have no idea why Fone Angels do what they do the way they do it, or continue to trade in the way they do.
I just wanted to share my story in the hope that one (or many) people will find it and it will help them avoid a similar misfortune.
In the end, I got my iPad back and had it fixed locally in less than 3 days by the Fix It Fairy for £70.
My brother doesn’t need to mention what a twat I am… I already know.