Ticket#9951917 & Ticket#9952207

[murenauser2]

I originally submitted a refund request ticket on October 7 but did not hear back in 5 days. I submitted another ticket on October 13 for the same refund request but have not heard back at all.

I find this level of customer service unacceptable.

Murena says the device is returnable up to 30 days, in the FAQ they say 14 days. Which is it? And how could one even return it within 14 days if you don’t hear back in the 14 day window?

What a scam. I am about to contact my credit card company.

Regain your privacy! Adopt /e/OS the deGoogled mobile OS and online services

[Manoj]

Sharing the ticket numbers with the helpdesk team.

[naillig59]

Just read this and I don’t know if this would help but I had a similar issue some time ago. It was in settings and the setup for email was incomplete. Once I let it do its automatic setup I restarted and it was fine. These really are good phones but it takes some reading and patience. Hope this helps

[murenauser2]

For anyone else waiting on response from the helpdesk, here is my timeline to give you a frame of reference:

Ordered phone October 3

Received phone (west coast, united states) October 6

Initiated refund via website October 7

October 10, still no response. Emailed via original helpdesk ticket.

October 13, still no response. Submitted 2nd ticket

October 16, still no response. Emailed via 2nd helpdesk ticket.

October 16 FINALLY get a response 9:30PM, mainly I think because I posted a message to this forum.

Helpdesk asks me to fill out another form which I already filled out via the original ticket. Then I needed to sign and scan and email photos of all the contents, provide original invoice, etc. I comply and specifically ask HOW and WHEN I would receive the return shipping label. Never got a response.

October 24, still no response. Email again the helpdesk.

October 25 FINALLY receive a response and they provide a PDF return label. Note that the original phone was shipped in a THIN single layer bubble wrap envelope, no way it would survive a trip back to the east coast. Wrapped multiple times to ABSOLUTELY make sure it made it back in one piece. Placed in the mail.

November 4 item received by warehouse.

November 6 get an email from helpdesk my refund is being processed. I immediately check my bank and my credit card was DEBITED for the phone amount. YES, now I have two DEBITED charges from Murena. I have never seen that when getting a refund.

I cannot believe this is how the company is being run. This is an absolute joke. If not immediately resolved, I am calling my bank and filing a double fraud claim. I saved all documentation, emails, tracking, and photos to claim my case.

NOTE TO ANY FUTURE BUYERS: Do not make this your primary phone. If you have to send it back, you will never really know when it will make it back. If you are curious about how it works, please know that it make take a long time to get a refund and the process extremely tedious. If you have lots of time to waste and experiment, then go for it, but always have a second phone. Our lives depend upon smartphones whether we like it or not, but please choose wisely.

[Manoj]

Passing all the details to the helpdesk to check and respond on your ticket ASAP.