Klacht: “new telephone”, thus refurbished and with defect!

op 19 juli 2017 over Dynafix in de categorie Reparatie- en onderhoud diensten

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Mijn Klacht:

in march I contacted you as my iphone 16 has the screen broken. after many emails and calls you asked to delete all data and make and appointment to collect my iphone. at this moment is when I know that instead of being repaired it will be replaced by a ” new one “for my surprised! I was not really convinced with this idea as my iphone worked perfectly but well I trusted you when you said that the new iphone will be much better even. once I’ve got my new iphone and after 10 days I noticed that the battery was very quick empty. at 17:00 already off so I called and told me to re-send it again for reparation as it was under guarantee. but after a few days I’ve received that news that my iphone cannot be repaired as now has a ” swap” which obviously I didn’t do it so you offered 3 options: toestel omgeruild voor 422 eu!!!! of ongerepareerd retour paying 36,30 eu of product mag door Dynaflix milieuvriendelijk verwerkt worden!!!! form all those 3 options I don’t have even enough words!!! I want my first iphone back as you have stolen mine!!!!!! nobody feels responsible so the only possibility now is to go to the rechter. veryyyyyyyyyyyyyyyyy disappointed with your services. I will never trust any mobile verzekering!!!

Gewenste Oplossing:

mijn gewoon dus eerste telefoon terug met IMEI nummer: 359228068701881

Bericht van Robin van Klacht.nl

2 maanden geleden - Ik heb een email gestuurd naar Dynafix over deze klacht.

Bericht van Robin van Klacht.nl

1 maand geleden - Deze klacht is zojuist door Dynafix in behandeling genomen

Bericht van Dynafix

1 maand geleden - Dear customer, When we open the provided imeinumber we can only find one repair. Can you please provide us with the iRMA number of the repair from which you received the quotation? With that information we can open the correct case in our system. Best regards, Dynafix Wecare-team.

Reactie van de melder van de klacht Cfigueras

1 maand geleden - hi the IMEI number of the refurbished phone is 355403078135586 and the IRMADETM14702538

Bericht van Dynafix

1 maand geleden - Dear customer, The first repair was finished on 28-03-2017. After that we cannot find any log in the system that you contacted us about a defect. Then on 22-05-2017 the phone is registered again for repair. This is 2 months after the previous repair (swap) was done. During this repair the technician found that the phone was bent. This is not covered under warranty which is why a quotation was made. We never send phones with defects to customers. All phone are fully checked before they are sent back. Since there is a 2 month gap between the 2 repairs and this is not damage that could have been caused by us, the quotation was rightfully made. We do not have the possibility to send your old phone back since it is not in our possession anymore. Best regards, Dynafix Wecare-team.

Reactie van de melder van de klacht Cfigueras

1 maand geleden - Thanks for you reaction however this information is now completely correct. My first repair which actually was to replace my iPhone for what you call " new one " so a refurbished iPhone took place in May indeed exactly may 5th and after 15 days I called you on May 22nd but my iPhone was only collected on June 5th as per you information my new refurbished iPhone had 90 days warranty so it means till Agust Your letter saying about my iPhone was bent was received June 10 and which actually doesn't really reply my claim about the battery. if this swap is real which can hardly anybody sees it means it came from you ( I have pictures of this iPhone if you want to receive) what I see is that I deliver to you my iPhone and I got a refurbished telephone with more serious problem as you offer it was to buy a new refurbished for 422 eu which obviously I didn't agree. my claim is now to get an iphone with the same qualities I had, thus the battery normal working!

Reactie van de melder van de klacht Cfigueras

1 maand geleden - by the way during this long period I had to buy a new iPhone otherwise I couldn't be reached at all and now you say that my warranty expired which is not the case!

Bericht van Dynafix

1 maand geleden - Dear customer, This is not a point of dicussion for us. As said before all phone are checked completely before we send them to a customer. If the batterytest had failed during this test, it would not have been send to you. Also the warranty did expire due to the physical damage (bending of the phone). This is also the reason you got a quotation. In case of physical damage there is no 90 days repeat warranty anymore. Best regards, Dynafix Wecare-team.

Reactie van de melder van de klacht Cfigueras

1 maand geleden - the point is that I didn't agree with your offer of 422 eu! if this had to be handled under the warranty it should have been repaired for free and not for such amount of money! that's why you have an insurance, right? so it looks like the telephone had already problems cos this bending was already there as it's impossible to detect or it might happened during it's collection being very unprofessional without any safety package... so now it looks like it's your word against mine. the same I trust to get a refurbished telephone with the same qualities as mine had and it's not the case. Most probably you made also some money re-selling my iPhone which was perfectly working

Bericht van Dynafix

1 maand geleden - Dear customer, As mentioned before: all phone are checked before they are send to a customer. There where no defects on the phone. If there where, than they would have been apparent as soon as you received the phone. In that case you should have contacted us about that. We do not resell phones that are defective. These will either be destroyed or send to the manufacturer. Best regards, Dynafix Wecare-team.

Reactie van de melder van de klacht Cfigueras

1 maand geleden - Nice you said so cos i contacted you 10 days later after receiving it and then everything went very slowly and no resction from your side an when i called you you said me i need to wait so already almost the 90 days! Nobody is reacting either to my emails except here where most probably everybody can see it!and now what? I propose you checked again and obviiusly free if charge. By the way since i got it back i didnt use as a matter of fact i bought a new iphone 7,so you can really see that there is no missuse at all!

Reactie van de melder van de klacht Cfigueras

1 maand geleden - By the way i have all emails contacting you and if you answered , that has nit always been the case, was always with the same answer: we gave the possibilty to repair/ get another refurbished telephone paying 422€ which obviously nobody will accept after 10days of getting the supposed " new iphone"

Bericht van Dynafix

1 maand geleden - Dear customer, If the reactions you got had something to do with the quotation that means it was during the current repair. Can you please tell me what mailaddress you used to contact us? Best regards, Dynafix Wecare-team.

Reactie van de melder van de klacht Cfigueras

1 maand geleden - i've used several Chubb ,klacht.ace@dynasure.eu; Chubb (vraag.t-mobile@chubbverzekering.nl); claim.t-mobile@chubbverzekering.nl; T-Mobile Klantenservice (abonnee@t-mobile.nl); complaints@dynasure.eu; mobile@chubbverzekering.nl and still waiting for an answer on that even some of them didn't reach apparently or i get the message that you contact me back but nothing happened i

Reactie van de melder van de klacht Cfigueras

1 maand geleden - and also that one DynaSure

Bericht van Dynafix

1 maand geleden - Dear customer, Those are mailaddresses of the insurance company, we do not manage those. We are the repair service and only manage mailboxes related to the repairservice. In this case I can only advise you to contact the insurance company by phone. klacht.ace@dynasure.eu is the correct mailaddress so they usually should respond on it within a few days. The T-Mobile mailaddress is from the T-Mobile customer service. I'm not sure if they can help you with this case. Best regards, Dynafix Wecare-team.

Reactie van de melder van de klacht Cfigueras

1 maand geleden - im not sure either. very confusing all those emails with different names as sometimes is chubb and other dynasure and The offer to pay 422 it came from dynafix.... perhaps you can explain this better? A far as i understood from t-mobile first they were partner with dynasure but since March they moved into Chubb but actually all of them are ACE so time is running and nobody is answering....

Bericht van Dynafix

1 maand geleden - Dear customer, Yes, we can explain the quotation. The phone was registered as a 'repeat repair' under insurance. The incsurance company has the rule that if it is not a repeat repair, the repair itself will be handled as a standard repair. In this case that means that a quotation was made. Dynasure is the company that manages the customer service/backoffice for a couple of insurance companies. ACE and Chubb are basically the same. Due to a merger the name just changed. The mailaddress they use (klacht.ace@dynasure.eu) has not been update to this new name yet but still works. I hope this explains the situation for you a bit more. Best regards, Dynafix Wecare-team.

Bericht van Robin van Klacht.nl

2 weken geleden - We hebben bericht ontvangen dat Dynafix een oplossing geplaatst heeft bij deze klacht

Dynafix

Heeft op 31 augustus 2017 om 09:34 geantwoord

Geboden Oplossing:

Dear customer,

We have not received a response to the previous message anymore for more than two weeks. Due to this we assume that the complaint can therefor be closed on this website. If you still have questions or wish to make a comment, this is still possible on a complaint that is closed.

Best regards,
Dynafix wecare-team.

Heeft op 31 augustus 2017 om 10:19 geantwoord

Actually im not satisfied! i've just addressed my compalin to kifid as anybody reacts or better to say anybody check what is happening to myiphone. my problem was the battery and you came with another bigger problem. i've been also to the apple store AMEC and also they didnt see any bending on this phone. also they told me that right now this iphone would max cost 170 eu so as you can imagine your quotation of 422 is far high for the actual cost to buy a second hand iphone!

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