Fonehouse - Still waiting over 2 weeks for a phone repair

Dear Customer Service Team at Fonehouse,

I am writing to formally raise a complaint regarding a faulty mobile phone and repair job.

The reason for my complaint is as follows:
After only having my Samsung galaxy 23 for 4 months, the camera broke. I looked on the fonehouse website where I saw that phones, that are still under warranty, need to be returned to the manufacture. After a week of messing about with Samsung/ EE repair centres, I then rang and was told I need to send of my phone to mobile reborn via fonehouse.

As Samsung had already done a factory reset on my phone, I didn't turn it on again before sending it off.

I sent the phone via special delivery on 7../25 AM. Since then I have had no update or even confirmation that it was received. No contact whatever has been made by Fonehouse. I made contact on 10.7.25 to check it had been received and looked at, and was told that Mobile Reborn received it on 9.7.25. I then rang on 15.7.25 and was told that they needed my PIN. I had to ring them to be told this! I rang again on 15.7.25.... no change! I rang again 21.7.25.... no change!

By now I am feeling very frustrated by the customer service at Fonehouse. Nobody is following up and my case. No body is contacting my with updates. Nobody will even pick up the phone and call mobile reborn to find out what is happening for me!

I rang Mobile Reborn on 22.7.25 and was told that they have no open email queries from Fonehouse!

This has been going on for over 2 weeks now and there is no end in sight. I insist that somebody higher up interferes and rectifies this situation before I have to escalate it further.
In the meantime I would like to discuss compensation for sending a faulty phone and that time it has taken to make a simple repair.


I would appreciate a response within *****. If I do not receive a satisfactory resolution, I reserve the right to escalate the matter to the appropriate authorities.

I look forward to your response. Thank you for your attention.

Yours sincerely,
***** *****

*****