Realme — Realme 9 pro + and customer service

I have been in touch with Realme multiple times via email and online chat over the last 3 weeks with no resolution. Presumably after an update, the phone doesn't recognise my password that I use to back up my fingerprint security unlock. I am now locked out of the phone.

The only solution seems to be to factory reset my phone which will delete 5months of sentimental photos and data. They have suggested sending it to my local repair centre who said they would do the same and reset the phone due to data protection. When I asked if they will be able to prove it to be a fault with the device or software after they reset it so I can seek a refund, I heard nothing.

I have lost complete confidence in the customer service, the device and in Realme as a company. I don't want to use a device where I can't use the in built security features with the threat of being randomly locked out in future and losing the data I'd built up.

They want the service centre to confirm that there is a fault but after a factory reset I fear that the issue will no longer present itself once reset. I have had confirmation that this will be the case. They will not be able to prove that it was an update issue after a reset.

I have read in the terms of sale: '11.5 If you contact us within thirty (30) days of delivery about a defective Product, you will have the option to select a repair, an exchange or a refund. If a fault is found after thirty (30) days from delivery of the Products, you should contact us by using the details set out in section 18 (Contact Us) and we will either repair or replace the Product or provide a refund.'

This fault happened after the 30 days so I have contacted Realme and provided all information and tried to comply with all of their requests but they will not commit to giving me a refund. I do not want a repair or replacement as I have explained above I have lost all confidence in the product and company.

I feel that my consumer rights have been ignored and wasted hours of my time trying to arrange a solution for this problem but time and time again I have been faced with a non-committal and dismissive customer service team. Very disappointing and I am currently STILL waiting for a resolution.