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Exchange new device


Good morning,

I ordered a new phone with subscription (iPhone 11 Pro Max 64GB Green) and received it two days ago. 

Since I am still within the 14 day return window for the device, I want to exchange the device for the same iPhone model with more storage space, specifically iPhone 11 Pro Max 256GB Space Grey.

I want to keep the new subscription and my number. 

I spoke with customer service and was not given a clear answer.

Please advise. Thank you!

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Meilleure réponse par Adriano 30 April 2020, 14:13

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31 commentaires

Bonjour @ian_bru   étant donné que votre commande a été effectuée via le web, vous avez en effet 14 jours pour renoncer et vous êtes dans les conditions pour renoncer. Si vous me confirmez que vous renoncez à l’appareil, je peux faire le nécessaire, je vous ferai alors parvenir des étiquettes de retour, le smartphone devra nous être retourné via Bpost dans les 14 jours. 

J’attends votre retour

Bonjour @ian_bru   étant donné que votre commande a été effectuée via le web, vous avez en effet 14 jours pour renoncer et vous êtes dans les conditions pour renoncer. Si vous me confirmez que vous renoncez à l’appareil, je peux faire le nécessaire, je vous ferai alors parvenir des étiquettes de retour, le smartphone devra nous être retourné via Bpost dans les 14 jours. 

J’attends votre retour

 

Hi,

The box has been opened and the phone has been lightly used - does that change things?

If I send back the phone, do I have to order a new phone and what happens to my current subscription/number?

Thanks,

Si l’appareil est en bon état, pas de problème si il a été utilisé. Dès que nous recevrons votre smartphone, nous annulerons l’offre conjointe et procéderons au remboursement. Vous pourrez alors refaire une nouvelle demande avec l’appareil souhaité. En attendant au niveau de votre abonnement, vous conservez votre numéro avec le Mobilus M. 

Hi. Thank you. I will proceed with turning in the device. Can you send the information to my email address for the return/shipping labels - it should be in my customer information.

Voilà je viens de vous envoyer les étiquettes de retour pour que vous puissiez nous faire parvenir votre smartphone. Vous pourrez passer une nouvelle commande dès que nous aurons reçu votre smartphone

Voilà je viens de vous envoyer les étiquettes de retour pour que vous puissiez nous faire parvenir votre smartphone. Vous pourrez passer une nouvelle commande dès que nous aurons reçu votre smartphone

Hi Catherine,

I have sent in the phone and Bpost shows that it has been received. Do you know how long it will take to process and will I get an email once that is complete?

Thank you!

Niveau d'utilisateur 7
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Hi @ian_bru,

 

I would like you write the tracking number of your return in your profile, is it possible? Thanks.

Hi @ian_bru,

 

I would like you write the tracking number of your return in your profile, is it possible? Thanks.

Hello,

I have updated the “ticket” section in my profile with the tracking number link.

I have also tried to order a new device on your website, however I am receiving the error that I am not the account owner.

Thank you.

Hi @ian_bru,

 

I would like you write the tracking number of your return in your profile, is it possible? Thanks.

 

Hi Isabelle,

The ticket number for the device return is in my profile - awaiting your response.

Will the one time payment refund be issued to the method of payment once the return is processed?

I will wait for the refund prior to deciding to order another device.

Thanks,

Niveau d'utilisateur 6
Badge +3

Hi ian_bru,

Thanks for completed your profile.

I Have informed the webservice for the return of your device.

You’ll receive the refund in a few days.

All regards.

Hi ian_bru,

Thanks for completed your profile.

I Have informed the webservice for the return of your device.

You’ll receive the refund in a few days.

All regards.

Hi,

Is there any update on the return as I have still have not received the refund.

Many thanks.

Hi ian_bru,

Thanks for completed your profile.

I Have informed the webservice for the return of your device.

You’ll receive the refund in a few days.

All regards.

Hi Adriano,

Just following up on this again. Is there any update as to when the return will be processed/refund issued?

Thank you.

Niveau d'utilisateur 7
Badge +3

HI @ian_bru ,
I have just contacted the manager of your file in order to check the progress of your reimbursement.
Thank you for your patience and understanding.

HI @ian_bru ,
I have just contacted the manager of your file in order to check the progress of your reimbursement.
Thank you for your patience and understanding.

Hi Patrice,

Is there any update on this as the refund is still outstanding.

Many thanks,

Niveau d'utilisateur 7
Badge +3

Hi @ian_bru,

 

I’m waiting for feedback ans I’ve sent a new mail about your refund this afternoon.

Thanks for your patience.

Hi @ian_bru,

 

I’m waiting for feedback ans I’ve sent a new mail about your refund this afternoon.

Thanks for your patience.

Hi Isabelle,

The refund still remains outstanding. Is there any further update?

Thanks

Hi @ian_bru,

 

I’m waiting for feedback ans I’ve sent a new mail about your refund this afternoon.

Thanks for your patience.

Hi Isabelle,

Just following up on the refund again. Can you please advise on the timeline?

Thanks,

Niveau d'utilisateur 7
Badge +3

Hello @ian_bru 
I have just returned your request again.
Apparently, the service that handles returns has been delayed in processing the files, which explains the abnormally long waiting time.
Thanks for your patience.

Hello @ian_bru 
I have just returned your request again.
Apparently, the service that handles returns has been delayed in processing the files, which explains the abnormally long waiting time.
Thanks for your patience.

Hi Patrice,

While I understand the current situation, it has been more than a month now which is an unreasonable delay for a straightforward return such as this.

Can you please provide a further update on when the refund can be expected.

Niveau d'utilisateur 7
Badge +3

Hello @ian_bru ,
I asked the manager of your file to contact you to give you the follow-up of the latter.
Thank you for your patience and understanding.

Hello @ian_bru ,
I asked the manager of your file to contact you to give you the follow-up of the latter.
Thank you for your patience and understanding.

Hi,

I still have not received any contact with an update on the refund - can the manager contact me by personal email on my account so we don’t have to use this public forum.

Hello Patrice,

 

I heard from a customer service rep once to advise basically there was no new news and they have been unresponsive since then. The return and refund continue to remain outstanding - this is not a process should not take 1.5 months. Can someone review this and provide a more meaningful response or action to get this resolved.

 

This is also a caution for anyone thinking Proximus will accept your return device in a meaningful anount of time.

Hello @ian_bru ,
I asked the manager of your file to contact you to give you the follow-up of the latter.
Thank you for your patience and understanding.

Is there any more update on this long outstanding device return?

Niveau d'utilisateur 7
Badge +3

Hello @ian_bru The internal department requested follow-up again last week for refund. I just did it again. Apparently, the imei of the device has not been found . I'm really sorry for this wait.

Hello @ian_bru The internal department requested follow-up again last week for refund. I just did it again. Apparently, the imei of the device has not been found . I'm really sorry for this wait.

Hi Sophie,

Thanks for the response. I am not sure what the “imei of the device has not been found” means on your end, but the delay here is unfortunate. I took photos of the device/post box as it was packaged showing all of the phone box, accessories, and device were in perfect working order and condition. The package was sent via Bpost with the labels provided, as I was instructed by Proximus when this post first started. I have a copy of the Bpost receipt also if you need it. I am not sure what else I could have done here. Please let me know if you want the photos. Thank you.

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