Ordered a brand new Samsung S20+ from mobile phones direct after two or three days the phone would crash and switch itself off during some phone calls, this got progressively worse until the phone would crash and switch itself off frequently all the time. This got better after a factory reset however the issue would return. I was told I would have to pay for postage for it to be assessed and then be refunded for postage once a fault was found, after trying to explain I couldnt afford to do this an advisor asked if I could borrow money from a family member. The phone was eventually collected and I receieved an email from Kerri Hammond stating it would be collected between 9am and 5pm, no date. Ive since been told this is because the company dont get given a date by the collection company and is usually tomorrow however surely this would be better explained in the initial correspondence rather than me waiting on the phone once again asking what date the phone would be collected. The phone was returned with all accessories and in the condition it was received originally which I took photographic evidence of. The next correspondence I had from Kerri Hammond was stating that the warehouse could not find any fault and asking for more details which I sent. Next I was told the warehouse technicians could still not find the fault after intense testing. I have since discovered their version of intensive testing was the phone being on youtube for two hours, I have no idea why as i explained the problem started during phone calls. The intensive test they told me they did on phone calls were ten minute phone calls. I tried to explain repeatedly this was not enough time as I could still make phone calls and the phone would still work at different times and the crashing and turning off issue was infrequent but started with calls longer than ten minutes. Numerous emails as I was told twice by advisors that Kerri Hammond who was in charge of resolving the issue doesnt take phone calls later and I've been told basically they cant find a fault and have the handset back or cancel the contract. I dont want to cancel as I dont trust the company to refund the money for line rental and I know the phone will break again once it is returned and when I have the video evidence they might actually acknowledge they were wrong and send me a working handset. I told the advisors I was struggling to communicate via email as they had my phone and this information wasn't passed to Kerri Hammond apparantly, not my fault and still no attempt to contact me via telephone to resolve this issue. One email I received from Kerri Hammond had spelling mistakes so poor I had to decipher what was being written. This further proves the lack of professionalism that runs rampant within the company. My point to the advisors towards the end of my telephone calls was why would I make this up? At no point have I requested an upgrade or compensation, i havent asked to change the model of the phone. All I want is the same model of phone but one that actually works. I have four eye witnesses who saw the phone repeatedly crash and break. The amount of stress this has caused me is unbelievable and I certainly wouldnt of put myself through all this if the phone was in working order. Do not use this company, do your research and avoid at all costs. I will be copying and pasting some of the responses I had from Kerri Hammond as proof of what I have stated in this review. I can not stress enough regardless of how good the deal looks or how cheap, do not use this company and save yourself a massive amount of issues and stress. Good Afternoon. I would like to confirm that a collection has been booked in for your handset. The collection will be between 9.00-am and 5.00-pm. If you need any further assistance, please feel free to contact me. Kind Regards Kerri Kerri Hammond Executive Office Good Afternoon Alex, I hope you are well. We can exchange a faulty handset within 30 days, you handset was ordered on the 20th of November, so you are still in time if the fault it still there. I would suggest getting some video evidence so that we can pass that to the warehouse as prove that the handset is faulty. When a handset collection is booked in, I am not given the date only the time, but this would normally always be the next day, I am sorry if one of our agents advised you to borrow money to return the handset. I was not made aware that you had an issue with receiving emails, so again I apologise regarding this. If is difficult for me to be able to take calls as I work in the exec office so it is not also possible for me to be around when a customer calls in, also we feel it is important that out customer service agents are able to resolved and issues which a customer may have. If I can be of any further assistance, please feel free to contact me. Kind Regards Kerri Hammond