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Exchange new device

I

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

I

Dear @ian_bru,
I received confirmation that the refund was made on June 26.
Have you already received it?

Hi Caroline,

Yes I have received it now - thank you very much.

Is it possible to delete this thread now that the issue has been resolved?

Thank you,

CarolineC
Niveau d'utilisateur 6
Badge +2

Dear @ian_bru,
I received confirmation that the refund was made on June 26.
Have you already received it?

N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.
Catherine M

Hi @ian_bru , I have just been informed that the refund was made this Friday 26/06. I am sorry for this abnormally long delay and present to you the apologies of Proximus for this wait.

Merci de ne m'envoyer un message privé que si je vous le demande.
I

Hi @ian_bru,

Currently your folder is still supported by the manager 

I sent her a message to relaunch your request

She will contact you shortly to inform you of the solution provided 

Sorry for this wait

All regards
 

 

Hi Adriano,

She did reach out with the same response as the last 3 times I have heard from her - essentially nothing of substance. How can Proximus have a return system that was recommended by your staff at the beginning of this thread? We are now 2 months into a simple mobile return - the customer and their money should not be held hostage due to a poor return process….

 

 

 

Adriano
Niveau d'utilisateur 6
Badge +3

Hi @ian_bru,

Currently your folder is still supported by the manager 

I sent her a message to relaunch your request

She will contact you shortly to inform you of the solution provided 

Sorry for this wait

All regards
 

N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.
I

Hi Sophie,

Is there any further update on this issue?

Thank you,

I

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.

Sophie L.
Niveau d'utilisateur 7
Badge +4

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.

N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.
I

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?

I

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.

I

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.

Patrice W.
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.

#StayHome. N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.
I

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.

Patrice W.
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.

#StayHome. N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.
I

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,

I

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

Isabelle.
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.

N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.
I

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,

Patrice W.
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.

#StayHome. N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.
I

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.

I

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.

Adriano
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.

N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.
I

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,

I

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.

Isabelle.
Niveau d'utilisateur 7
Badge +3

Hi @ian_bru,

 

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

N'hésitez surtout pas à compléter votre profil en indiquant votre numéro de ligne ou de client. (Pas d'inquiétude, ces données resteront confidentielles sur le forum) Autre conseil : La réponse à votre question est correcte ? ‘Likez’-la et signalez-la comme ‘Meilleure réponse’. L’ensemble de la communauté en bénéficiera plus facilement.

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