Preloved Tech Reviews 

Reply from Preloved Tech

Feb 3, 2024

Hello,
Thanks for your review, we do encourace honesty in customer reviews and the very few 1-star reviews are carefully assessed to ensure we maintain our very high standards and are replied too with the same level of honesty to bring balance to the review.

I have looked at your order, and I can see our technician did note some cosmetic defects to the device which were communucated to you with photos in an email. We did have to downgrade the offer price to £36 in line with the condition, as you correctly stated, and we also offered to send you device back completely free of charge if you didnt agree with the revised offer so you werent out of pocket. We never hold customers to ransom, hence always offering to send devices back free of charge.

You accepted the regraded price, and this was paid the same day. I have checked the bank records and can confirm an error in payment and £35 was sent to you instead of £36. This was purely a miss-key by our finance team, the missing £1 will be sent to you when the office opens.

I do apologoise that on this occasion the process hasnt gone smoothly for you, and we will use this case to provide further in house training for our team. Customer service is of a high priority to us, hence our very good feedback score across all platforms.

Thanks again for your feedback.
Matt

Reply from Preloved Tech

Updated Jan 26, 2024

Hello,
Thank you for sharing your experience of our service, believe it or not I do welcome 1-star reviews when they arise, which is very uncommon, as these provide us with opportunities to improve and look closer at our internal systems for training and development to ensure we keep providing a top-level service.

I have personally looked at your recycling sale, which was for a Samsung Galaxy A12, which you did indeed submit as 'good' which is our top grading criteria, with an online offer price of £36. Upon receiving your device, the screen was quite badly scratched and we did indeed have to downgrade your device to the 'poor' criteria and reduce the offer price to £26 to reflect the quality of the screen.

When we come to resell the device, a new owner would not have accepted the screen as 'Good', and due to the low value of the device a screen replacement isnt financially viable, so we are quite hard on our grading quality. This is purely to reflect the very high standards we set in order to provide a good service to both our recycling customers and those customers purchasing used and refurbished devices from us. Sometimes this does mean that there is a disagreement in how we have graded a device, which seems to be the case in this scenario.

You did inform our customer service team that you could provide photos taken before being sent, but didn’t receive these to review, and we did send photos of the scratches during the re-grade process for your referencer. Non-the-less, after rejecting the £10 downgrade we did offer to send your device back completely free of charge so you could try and sell it personally and secure more money that way. We do this because we do not want our customers to be out of pocket, despite there being a cost to the business of getting your device in, testing it and then returning it free. This reflects the high level of customer service we provide to every single customer.

Whilst i would like to take this opportunity to apologise that on this occasion your recycling sale didn’t go how you would have liked it, i would like to also add that we are 100% open, honest and clear with every customer, and recycling with us is a risk free process as you get your device back completely free of charge with no financial loss to you if you dont agree with our grading criteria.

You phone has already been packed and is shipping in today mail.

Kindest regards
Matt - Founder