PURCHASED A PHONE FROM XCELICOM, HAD PROBLEMS WITH IT. EMAILED THEM ASKING FOR WHAT TO DO, THEY SAID THEY DID NOT ACCEPT IT BACK BUT TO SEND TO A REPAIRER, WHICH I DID AND AFTER SEVERAL WEEKS THEY RETURNED IT SAYING THEY DO NOT REPAIR SAMSUNG. I EMAILED THEM WITH THIS COMPLAINT AND THEY SAID NO TO SEND IT BACK TO THEM AS IT IS THE CORRECT REPAIRER. I RANG SAMSUNG AND THEY SAID NO IT WAS NOT AND WITHIN AUSTRALIAN LAW IT IS XCELICOMS PROBLEM AND TO REPLACE THE UNIT NOT TO SEND TO ANOTHER REPAIRER WHEN IT IS DEAD ON ARRIVAL. AFTER DOZENS OF EMAILS TO THEM THEY FINALLY AGREED TO REFUND ME THE ENTIRE AMOUNT NOT INCLUDING RETURN POSTAGE TO THEM. WHEN I ASKED FOR MY MONEY I WAS FOBBED OFF AND TOLD THEY HAD TO WAIT FOR ANOTHER STAFF MEMBER TO RETURN TO OK IT. THIS TOOK SEVERAL WEEKS. IN THE END I WAS REFUNDED ONLY A PARTIAL AMOUNT OF THE PROMISED FIGURE. NOW THEY DO NOT RETURN EMAILS. STEER WELL CLEAR OF THIS COMPANY, BROKEN PROMISES, FAULTY GOODS, INCORRECT INFORMATION. WORST EXPERIENCE EVER.
After waiting two weeks for a response to my initial email about a mobile I purchased from xcelicom on ebay, I finally got an email back advising me to return the phone to them and they would assess and advise.
I am soooo annoyed with this company as I have no way of 'talking' to a person and no way of escalating my complaint. I am now in week 9 of waiting for them to return my mobile that they say was sent to the supplier for repairs.
First they tried to deny any knowledge of having my phone even though I provided the postal registered number. I rang the post office and asked if the mobile had been collected by xcelicom. I was told that yes, it had been collected - 10days earlier.
So, began my email conversation that has lasted all up 9 weeks yesterday. There is no choice other than to email this company, a consumer cannot phone them as they do not publish their phone number and will not give it out.
In my email to xcelicom I told them the post office advised me that they picked it up 10days ago, it took them another 3 days to respond to me that yes, they had found it, it was recorded incorrectly in their mail room administration which from what I gather is a manual activity where they write in a log book.
I have checked ACCC to find out where I stand and in my search I came across WOMOW.
I am very disgruntled and confused as this raises many many issues to me as a consumer.
- how can a company be allowed to trade when their sole source of communication is emails?
- why is it when I search the internet, I cannot find any information on this company at all? I question if it really exists
- I have kept my proof of every email and I am not exaggerating and am quite happy to forward to anyone who is interested
I paid $350 for a phone that I dont have and cant talk the supplier about it. My advice to anyone out there is DO NOT PURCHASE A MOBILE FROM XCELICOM ON EBAY, pay the extra 10 or 20 and purchase it from an actual mobile shop where you deal with REAL people.
I am going to give it another week and if no response I will be looking to start legal proceedings, I have had enough of these rogues, Xcelicom is a ripoff.
Approximate cost: $350.00
It all begin when I brought a phone off them. They are an EBay company so I don't have any phone numbers or physical address and all my interaction with them was via the web and email.
The actual buying of the phone was OK. There was a small issue with the phone coming from Hong Kong rather than Oz so the delivery was a little slow but I wasn't concerned. The drama started 6 months later when the phone broke.
I tried to contact the company about getting it fixed. I sent them an email every day for 2 weeks before they finally replayed. They apologised for not answering their email sooner, and said something about an employee being away so they weren't monitoring the email account etc.. I was a bit annoyed but I'm fairly forgiving so I didn't get to worked up.
I now organised to send them the phone so they could then on send it to the repairer. Three or four days after I posted it, I sent them a email asking them if they had received the phone and they replied that they had.
About a month and a half later I remember about the phone and I email them to see what happened. No reply so I email again. Still no reply. After a week of this I get very annoyed and I start emailing as many Xcelicom email address's as I can find on Google. No luck, I then start making up likely address (email@example.com etc..) and still no luck. So I start spamming their eBay listings. 2 weeks after the first email I finally get a reply. They tell me that they don't have any record of my phone and that it never arrived. I am by now highly pissed. We then have a week long email argument, I say that â€œyou told me you had the phone so your responsible for itâ€. They say â€we have no record of the phone so no chanceâ€.
Then I have a stroke of luck and my wife finds the post tracking number at work. I send them the number and they reply that yes they have found a record of the phone. After a couple of days of looking for the phone they decide that its lost and they will send me a new one. The new phone arrives about a week later.
The first email was sent on the 9/9/07 and I got the replacement phone on the 17/12/07
The worst after sales service I have ever experienced!!
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