Mobile Upgrade Issues

full-stop

Wonder if someone can provide some guidance please.

A close relative of mine recently upgraded a handset which involved signing a new 12 months contract. The handset supplied was not the correct one (long story) as verbally agreed beforehand.

This upgrade happened at a single name branded retail outlet of a mobile operator ie Orange. This 'retail' outlet does not acknowledge any kind of wrong doing whatsoever and although asked politely, the retail outlet's management do not want to discuss the problem at all.

It is my understanding that some of these retail outlets are not owned by the mobile operator itself but are in fact franchises.

Question: From a legal perspective, how does one initiate written correspondence . By that I mean is the franchise independent as regards legal action (and the preamble to such action) or should legal action be directed at the mobile phone operator directly.

I hope that I have made myself clearly understood.

Many thanks for any info provided.

Cheers

parallax_20

Firstly - is there a reason why you are secretive about this "single named branded retail outlet"? People can't give you advice or their experience about a company without knowing who they are.

Secondly - If your relative upgraded in store, how were they able to obtain a handset different to what was agreed?

If the store is not one owned/subsidiary of one of the major mobile companies then you are dealing with the store directly. Their business is not linked or controlled by the mobile phone company, they are merely resellers of the contracts and gain a commission in the process.

I would just take the phone back to the store and exchange the handset for one that was agreed. Check their return policy to ensure you have complied with their terms and conditions. I hope your relative didn't use the handset in the meantime as doing so often renders the return policy redundant.