Returns problem with Mobiles.co.uk

caz6166

Hi there, my friend purchased a Samsung Jet through mobiles.co.uk on an 18 month contract. She got the phone and set it up inserting the sim, etc. She found it was not the phone for her, was quite complicated to use and she struggled with the touch screen. She contacted mobiles.co.uk the next day to advise of this problem and asked that she could return the phone but instead swap for the Sony W995. She was aware there was a difference in price, the W995 being a more expensive contract but this wasn't an issue for her. Unfortunately they are not allowing this but instead offering her 'suitable' alternatives. These being more dated models where if you are entering into an 18 month contract, most will want a recent model! They won't do anything other than let her exchange for one of these 'suitable' alternatives. She did this well within 7 days but because she inserted the sim, they are having none of it. She hasn't made a single call or sent any texts so the phone hasn't technically been used. Is there a way round this where she can return this phone and get the W995???

Thanks
Carol

OneADay

Tell her to get onto trading standards, as I understand it if you buy over the net, you get 14 days to return (some retailers 7).

Get onto trading standards straight away.

If your friend does not want to do that, could sell the Jet on ebay or something but work out the right price first and maybe buy the W995 from somewhere.

OneADay

Puzzles me they offer 'suitable alternatives' which would mean taking the phone back and yet do not want the phone back if you say you want to cancel. Total bs!
Trading standards now and tell them you are going to trading standards.

Silk

Hi Carol,
Did she contact them by phone or was it email and what date did she place the original order ????

caz6166

Hi, she has only had email contact with them so far. She placed the order on 3rd October and first had contact with them on 9th October.

Silk

Hi Carol,
Thats good news then if it was email it means she has it documented that she tried returning it for fair exchange etc within the 7 days.
The major deadline would be the 14 days and would suggest she returns it asap via recorded and cancel the contract.
It's important to advise the network of what she is doing and why etc

DarkConvict

As above, if the request is made in writing (email) within the first 7 days, you should be able to return the phone under distance seller regulations (dsr). If they refuse contract trading standards.

You have a right to return goods without giving a reason within the first 7 days for online purchases, if it is your choice to return you are only liable for postage posts.