**Hello,
Sorry if this is the wrong space but I am extremely alarmed and frustrated and wondering if Murena is a scam company. I received shipping notification on my Fairphone 6 weeks ago, with a tracking number. The package came and the invoice said the package contained the Fairphone 6 and 2 accessories. The package was a small bubble mailer, just big enough to fit the two accessories and did NOT contain the Fairphone. I sent a support ticket to Murena and it has been three weeks with radio silence. Is there any way to escalate this?
Your story reminds me of what was recently in the Dutch news.
The police have arrested employees of the DHL delivery service. These employees opened packages to be delivered, stole the iPhones inside, for example, and then closed the packages that were then delivered with worthless items inside.
I can assure you that Murenas is a reputable company! I have already purchased three devices there and always received them correctly. I also got my money back immediately when I canceled an order.
Well, this could also just be an error on Murena’s part. I recently ordered some sort of filter online (in a different online store) and received the wrong model.
@Manoj , could you contact @sevabur and see what has happened to their ticket?
Update:
After escalation from these forums, I got reached out to by customer support via email. They acknowledged it seemed the phone was missing from my package, and asked for me to send photos of the package and invoice slip. I responded within an hour with the requested photos. That was now a week ago, and I have not heard anything further, not even confirmation that they got the photos.
Honestly, this continues to be confusing and frustrating. I’ve never had such a terrible experience with customer service for a high-end item like this. I sincerely hope this can be resolved soon.