Returned phone due to warranty issue but no updates!

Technical Support
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My phone was returned as a warranty issue as it bricked itself on the first day. I can see from the courier tracking that it arrived at Mudita on 18/6 and have had no updates since then.

I emailed support twice, on 20/6 and 26/6 and still no updates or reply.

I’m getting pretty upset about this to be honest. For a phone that’s pretty simple, they charge a premium and the service really hasn’t matched my expectations. I’m considering doing a chargeback through the credit card given the terrible handling.

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@decafau I am so sorry for the delay. I’m reaching out to our customer service to see what the status is on your phone.

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I’m in a similar state: mine’s in Warsaw, waiting at customs for them to give instructions. I imagine it’ll be even longer to get the refund once they do finally pick it up!

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@romerokcmo I’ve escalated your case with our team. They are checking on your phone right now.

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Thanks! I just received an invoice in Polish for the order that I already paid for. I really hope it’s because they’re processing my refund, but it looks identical to the one that came with the phone and does not indicate a negative.

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@romerokcmo it could just have been part of the return process. Confirming you paid & now you’re receiving a refund.

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@urszula I don’t think so, I also received the invoice yesterday. Seems automated.

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Still no refund or explanation to the invoice. And my phone still hasn’t been picked up in Warsaw. Still showing “needs clearance instructions” on FedEx using the label Mudita provided.

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@romerokcmo I’ve just escalated this. I am so sorry for this delay @robert_gwarek is taking care of it.

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Thanks for the help–package was delivered today! Hoping they can quickly inspect it for damage and get my refund issued–I really need that money back.

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@romerokcmo I’ll keep tabs on it. Thank you so much for your patience.

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I also haven’t heard anything from customer support or the likes after I returned my phone for a warranty claim.

It already took a long while to get a hold of customer support and initiate the return. Now I’m wondering if I’m ever going to see the phone again.
I used the label provided and FedEx picked it up. Since then I’ve gotten an invoice for 0 euro but nothing else.

While I understand there’s a lot going on, it’s tough to be patient when the communication is basically zero.
It’s only when making a forum post or comment that @urszula comes in and saves the day.

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@myrh Did someone call my name? Do I need to work my magic on this beautiful Friday :slight_smile: I’m so sorry for the delay. I’ll do my best to get this sorted out for you.
I can confirm that we did receive your phone and I am pinging our team to see when you should expect to get your device back. I will get back to you shortly.

1 Like