Music Magpie: faultless customer service refunding a faulty iPhone

We often receive comments enquiring about how good Music Magpie is in issuing a refund when you unfortunately receive a faulty phone from them.

I bought a Samsung S7 from Music Magpie in September 2016 and have never had a problem with it, so I have had no experience with how good Music Magpie post sales support is.

The Samsung phone was in immaculate condition and has worked flawlessly in the fifteen months that I have owned it. So when my son wanted to buy an iPhone, I suggested that he should buy it from this company as he couldn’t afford a new one.

He found a great deal on a refurbished iPhone 6S so I ordered it from Music Magpie last week and received the phone a few days later.

The condition of the phone had been described as being good, so when it arrived we were pleased to see that it only had a couple of minor, insignificant scratches on the back cover, and it all seemed to be working well.

However when the battery was charging, it seems to charge up to full surprisingly quickly, which is often a sign that the battery isn’t holding its charge.

Unfortunately, the next days the battery lost most of its charge after only a few hours so something was plainly wrong with it. I phoned the customer services at Music Magpie, and asked for a full refund, after explaining the issue.

“No problem”, I was told and the support person immediately emailed me a prepaid return postage slip along with instructions about how to pack up the phone and what accessories were needed to be returned.

It is also important to ensure that the phone was uncoupled from our iCloud account and “find my phone” was disabled.

I packed it all up and went sent it from the local Post Office with the tracked Royal Mail postage that Music Magpie had supplied…

An image of brown paper parcel

Three days later, I received an email saying that Music Magpie were issuing a full refund, which included the additional carriage charge for next day delivery that I had ordered. There was no quibbling or discussion – obviously they had confirmed that the phone was indeed faulty and honoured their pledge of a full refund.

So I have bought two phones from Music Magpie over the last year or so and my experience with dealing with them has been excellent. I couldn’t fault the way that they handled our problems with the faulty phone.

So would I buy from them again? Definitely.

In fact I have turned the tables and am selling them something for the first time. We had a Samsung Tab A tablet which was no longer being used, so I thought I’d see how easy and efficient it is to sell them something.

I’ll write another post to let you know how that sale goes, however, in the meantime, I think that the service from Music Magpie is excellent.

From my dealings with them, which now includes using their customer services and seeing if they live up to their warranty promises, all I can say is that they are to be trusted, and are highly recommended.


  1. We bought a Samsung S7 from Magpie as unlocked. it worked fine with an EE card but when I upgraded with an S8 and passed the phone on within the family using a virgin sim we got a message saying it was locked to EE. I asked Magpie for advice and possibly an unlock code providing all the order details and was told to return it. All I ever asked for was for the phone to be unlocked as what I paid for. They then started going on about warranty which by now was over a year, which I accept. They would not even look at the phone or accept I had a case under the sale of goods act. The phone is being returned. I will get my phones from the Black Market website in future.

  2. I bought PS3 for £124 for my special needs son it never worked even bought load of games from magpie so had to return had email saying it can’t be repaired and that they were refunding me feeling a little angry as all there items they sale states tested and fully working

  3. I bought a iPhone 6s it was faulty, got email yesterday saying I will get refund. Has anyone had refund, how long did it take please

  4. I got a iPhone 6s and battery issue aswell

    contacted them and no response for 5days now got paypal involved and they didn’t bother contacting them as I told paypal its under warranty and they not responding to my emails so they told me to send it back to the address shown

    always best to pay for stuff with paypal so you covered

    • Hi Shane. How did you contact them – by email or by phoning their customer services? Your experience doesn’t sound good.

  5. Unfortunately my experience with music magpie is not as positive.
    I purchased an Apple iPhone 6 Plus from them in June.
    I was having a problem with a flickering grey bar at the top of the screen and it was unresponsive to the touch. I returned it for repair under the terms of my one year guarantee and it was returned to me. Unfortunately a couple of days later became unresponsive to touch again so I have returned it for a second time.
    Despite attempting to contact them through email, the online response form, telephone and customer chat I am getting no response. I have effectively now been without my phone since 8th December (4 weeks) with no information as to when this will be resolved.
    It seems that you were lucky but I would warn others to think carefully when dealing with music magpie.

    • Hi Geoff. Thank you for your comment. I am sorry to hear about your issues with musicMagpie.

      Whenever I have tried phoning them, which isn’t often, I have received very good service and there were no issues at all in getting a full refund, as I explained in this post.

      I would try and phone them again and ask to speak to a supervisor in their customer service department. Hopefully that will work.

      Could you please let us know what happens and I hope that you get your issue resolved very soon.

    • This will be interesting as my daughters phone has developed the same fault. It appears to be a iphone 6s fault with the ‘touch disease’. I have just emailed asking how I can go about getting this rectified through the warranty.

      • Hi Kellie. Hopefully, you will have a good experience with MusicMagpie customer service, as we did. Please let us know how you get on.

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