Probleem bij aankoop van een nieuwe telefoon

Ik kocht een nieuwe iPhone 15 Pro Max-telefoon bij Proximus Tienen en toen ik de telefoondoos opende, merkte ik dat de telefoon beschadigd was, de telefoon was beschadigd en de verf was verwijderd van de rechterkant van de telefoon. Ik gaf de telefoon terug aan Proximus Tienen en na 4 weken gaven ze me geen nieuwe telefoon, ze logen dat de telefoon onderweg is naar hun winkel en ze logen dat het tussen de 2 en 4 weken duurt om dit te repareren, maar Ik heb nog steeds geen nieuwe telefoon ontvangen. Ze willen mij geen nieuwe telefoon uit eigen voorraad geven, ze vertelden me dat ik moet wachten tot Proximus een nieuwe telefoon stuurt, Proximus Tienen heeft geen idee wat er aan de hand is, ze vertelden me na 2 weken dat de telefoon het is op de terugweg naar Proximus Tienen, maar ze logen en nu, na 4 weken, vertelden ze me hetzelfde, ik heb nog steeds niet de telefoon waarvoor ik heb betaald.

Beste,Bij deze bevestig ik dat klant ondertussen via de winkel een nieuw toestel heeft ontvangen.Mvg,ElkeContacteer ons op:===== Received from klachtenbox@test-aankoop.be on 2024-05-15-17.51.05.000000 ======Ref. [THREAD_ID:1921008654002] Ref. [THREAD_ID:1921008654002]

Hello, the device is not new, it is the old device but repaired and the IMEI was changed, this new device didn't come with the original Iphone phone box as you can see in the attached picture. Proximus customer center via phonecall told us that the new original device we purchased which was damaged after we opened the phone box was in fact repaired because you or Apple didn't want to give us a new phone, so it was repaired and the IMEI was changed to a new IMEI, why do you say it's a new phone? Where is the original phone box of this phone with the new IMEI that you gave us and why do we still have the original phone box with the old IMEI?

Beste,Dit is de werkwijze van Apple, het is wel degelijk een nieuw toestel met een nieuw Imei nummer., de omruiling werd ook zo geregistreerd bij Apple.Mvg,Contacteer ons op:===== Received from klachtenbox@test-aankoop.be on 2024-05-24-10.10.29.000000 ======Ref. [THREAD_ID:1921008721718] Ref. [THREAD_ID:1921008721718]

Hello,It is the original damaged device we purchased from Proximus but it was repaired by Apple and they changed the IMEI, can you confirm? Your last answer is vague.We don't care how Apple works, we purchased the phone from Proximus and not from Apple store and we have paid for a new phone but instead we received a damage phone from Proximus Tienen, can you give us a new phone in the original phone box yes or no? We don't accept a repaired phone, we have paid for a new phone but instead you gave us a repaired phone, how is this possible?

Beste,Zoals reeds meerdere malen gemeld is er een nieuw toestel gegeven, imeinummers (of serienummers) kunnen niet veranderd worden.U hebt wel degelijk een nieuw toestel ontvangen.Mvg,ElkeContacteer ons op:===== Received from klachtenbox@test-aankoop.be on 2024-05-27-12.55.28.000000 ====== Ref. [THREAD_ID:1921008956625]

Hello, yes we have received the same iphone 15 but without the phone box corresponding with the new IMEI, the phone was given from hand to hand to us. When you buy a new phone you get a sealed phone box and you open the box yourself but we didn't get a sealed phone box, we just got a phone without the phone box corresponding to the phone we have received with the new IMEI. This phone is the original phone but repaired, Apple from Belgium told us it is the original phone we purchased but they replaced the parts that were damaged, you can call Apple yourself and ask them because it seems you either don't know what you are talking about or you try to mislead us. I will attach proof to see where it says the phone we received from Proximus Tienen is the same phone but repaired, so that means we have paid 1300 euros for a repaired phone, how is that possible, you are not ashamed of yourselves to lie so much? Look in the picture I will attach, the Telecom Ombudsman told us the phone is the same phone but they replaced the MID system and changed the IMEI and the phone is the same, is the same phone but repaired with original Apple components. SO THAT MEANS THE PHONE IS A REPAIRED PHONE AND WE PAID 1300 EURO FOR A REPAIRED PHONE, how is that possible can you tell me Proximus and Test Aankoop? If you don't fix this problem in the next 2 weeks to give us a new phone because we have paid 1300 euros for a new phone and not for a repaired phone, if you have such a poor customer support and don't rectify this problem then I will give this story to every news organization from Belgium, I am tired of your low tier behavior.

I want to clarify my previous message, I will not give you to the Belgian news media based on time or based on your decisions, I will give you to the news media because I am tired to confront you and I want to make sure that other potential clients will know what to expect before buying a phone from Proximus and to make everyone understand that it seems we consumers/clients have absolutely no power and I don't understand how you are allowed to fool us and to make false statements here on testaankoop and even via phone when I talked to Proximus I hope the phonecall was recorded, you make false statements and try to trick us and you don't have any idea about what you are talking about, you make false and use of false in digital conversation and you try to mislead us. Anyways I will wait for your reply maybe you will be generous to fix your mistake with us and give us a new SEALED phone in a phone box. I will attach another picture so you can see we have the phone box of the original phone which was damaged and we have the repaired phone, the phone you claim it is a new one but it's not a new one as I already shown you in the previous email in the screenshot you can see they changed the MID system which automatically gives you another IMEI but it's still the phone we have purchased but it was repaired so it's not a new phone it's not another phone, it's the same phone but repaired ... Do you see the picture? if this is a new phone where is the phone box for the phone because we don't have it? Aha because it's not a new phone... when you buy a phone you buy a sealed box with a phone inside...

Beste,Klant kreeg meermaals de info zowel via mail als telefonisch.Proximus blijft bij zijn standpunt, er zijn geen nieuwe elementen toegevoegd aan het dossier, dus gesloten zonder verder gevolg.Mvg,ElkeConnect with us on:===== Received from klachten@test-aankoop.be on 2024-06-11-20.00.35.000000 ======‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌ Ref. [THREAD_ID:1921009214316]

Ok can you confirm for the last time that the phone we have received in hand and without being in its original phone box is a new phone and can you confirm you sell iphone 15 phones without the corresponding phone box? Can you confirm you have visually checked the 2 images I have attached to this message and can you confirm that you don't agree with what you see in the pictures? In the pictures it says the phone was repaired and we didn't receive a new phone but we have received a repaired phone, can you confirm? I need this information so I can pass it to the Belgian news companies.

No they don't reply, they know they did a mistake

Beste,Bij deze bevestig ik dat klant vandaag de nodige info kreeg tijdens een telefonisch contact.Proximus heeft het nodige gedaan, we kunnen verder niets doen.Mvg,Connect with us on:===== Received from klachten@test-aankoop.be on 2024-06-13-11.15.17.000000 ======‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌ Ref. [THREAD_ID:1921009623199]

Your feedback is incomplete Proximus and the person who called me today was rude and started to yell at me and she closed the phone after she failed to convince me it's a new phone, but it's not a new phone even if it was repaired with original Apple parts like she said over the recorded phone call. Proximus keeps trying to give the responsibility to Apple because they gave us a repaired phone even though we have paid for a new phone but WE HAVE PAID MONEY TO PROXIMUS NOT TO APPLE, so Proximus is responsible and not Apple, we purchased the phone from Proximus and in our contract there is no mention that Proximus is not responsible so Proximus are 100% responsible and they need to give us a new phone. Can you imagine? Until today Proximus tricked us by telling us it's a new phone and only today via a recorded phone call they said it's a repaired phone. So now everyone knows Proximus sold us a repaired phone and not a new phone. Can we get a new phone now or I have to escalate this further? This company really started to get on my nerves and they seem to trick and lie for just a phone, I don't want to even imagine what they can do for bigger amounts of money.

Dag mevrouw ,, Dag mijnheer,Uw dossier wordt afgewezen. Er zijn geen nieuwe elementen toegevoegd en hiermee sluiten we het dossier af.Met vriendelijke groeten,Connect with us on:===== Received from klachten@test-aankoop.be on 2024-06-28-12.00.18.000000 ======‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌ Ref. [THREAD_ID:1921009716699]

My file is rejected? what? Proximus... you are very low, we will move to another operator soon because you are a joke. You are rude, you lie to your clients, you fooled us, you are not worth to have us as your clients anymore.

Beste,De klant heeft reeds meermaals de nodige info gekregen.Gezien er geen neiuwe elementen zijn toegevoegd, wordt het dossier afgesloten.Mvg,ElkeConnect with us on:===== Received from klachten@test-aankoop.be on 2024-07-02-12.45.36.000000 ======‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌ Ref. [THREAD_ID:1921010225742]

I am disgusted about your company's policies, your company sells damaged repaired phones as brand new ones with changed IMEIs than the one on the phone box.

Beste,Het dossier werd afgesloten.Mvg,ElkeConnect with us on:===== Received from klachten@test-aankoop.be on 2024-07-22-14.16.01.000000 ======‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌ Ref. [THREAD_ID:1921010266893]