Three wont return phone within 14 day cooling off period

gjchester

Money_Grabber13579 wrote: »

They are required by law to offer at least 7 days cooling off period. If not they are breaking the law. I'd tell them so. See this link.

Correct for a contract. Not so for an upgrade.

An upgrade is not a new contract, you may have a new minimum time period but it's not a new contract so it's not covered under the DSR as a new contract.

Yes I know it's odd, and yes I know most networks operate under a goodwill gesture of staying under the DSR rules on upgrades, but they are withing there right, even if it's bad customer PR.

Stevepax

Bear with me !
I am waiting for a Manager to call me back, lets see !
A lady called my wife and offered her a contract phone £10 month 300 mix'n'match minutes. We had purchased two Orange pay as you go phones for my young twins at Christmas. They like these phones as they picked them. No problem just use the 3 sim in those phones she said. We told them we did not need the phones offered, just have them said the kind 3 lady and you can use them as spares.
We also arranged to have the boys numbers changed to 3. Recieved the phones plugged them in and waited for the sims to register with the re registered numbers. When the sims went live , we got the boys phones unlocked. Problem is boys phones are 2g and 3 is a 3g network. How would I know that?
Upshot is 3 sims are no good to us because the boys have to use the free phones and they do not want to. At no time did the sales lady explain about the 3g - 2g issue even though we told her what we wanted to do.
Called to cancel the contract today, they agreed to one cancellation inside the 14 day period, however because one call was made on the other they refuse to cancel that phone. No amount of reasoning would get the guy on the end of the phone to deviate from his script and company policy.
The deal is good I want it, but the phones are not. Had they given me the information at point of sale I would have declined the deal. They cannot get this into their heads. Lets hope that sanity prevails and they agree if and when I get to speak to a manager.

galaxy280

Stevepax

How have you got on? I am in a similar situation - I was sold a new contract via telephone from H3G Agent Both him and his Team Manager convinced to try the Nokia E71. As I wasn't sure, I asked a number of times if I could return the phone after using it i.e. make a call, connect to the internet, configure my e-mails to the phone. On all occassions asked on the 45 minute telephone call, I was told that this was possible without any quibble.

However, literally the day later, I decided the phone wasn't for me. I rang the contact center (ethnic accent). They said that because I had used the phone then there is no chance of a return. I reiterrated on many times that I was told that I could do this on the original sales call.

They eventually dais that they are going to investigate it on Monday 15th Feb and I should receive a call. However, I have since read alot on the internet and am not holding much hope.

As I was told I could make a call, use it's functionality by the original salesperson (via telephone), cancelling within 7 days - surely, there is some legislation that protects me .. if there is, then can you let me know so that I can use it in my debate in which I am expecting to be a difficult one on Monday!

Thanks