Orange Iphone

kazzy52

Hi, I would like some advice.
My boyfriend went into an organe shop last week and asked for some advice as he was wanting to buy the iphone. He wanted it on pay as you go and asked about the internet facilities as this was his main reason for wanting to purchase the iphone. The seller in the shop tried to upsell the blackberry so when asked what the main use would be on the phone my boyfriend again clearly stated it was mainly for internet and he wanted to iphone. The seller then went on to sell the iphone (knowing that my boyfriend was only interested in this) and explained that the iphone on pay as you go came with 'one year free internet.'
This sold it for my boyfriend as he works onsite and access to the internet daily is something he needs. When buying it they explained that there is no 14 day money back or exchange on the iphone for reasons other than faults. We accepted this and went home. When my boyfriend got home, before he opened the product he went online to double check the details which is where he realised that the ‘free internet for a year’ was actually limited to 250mb per month and after 250mb he would be charged £1 per mb over this. He did not open the phone and was quite outraged that the seller clearly knew that my boyfriend wanted this phone for internet and 250mb is not actually a great deal at all yet he didn’t mention it. We went back into the shop and my boyfriend tried to explain that he wanted to return the phone as he feels he was mislead – this is when the sales person who sold him the phone had to ask where my boyfriend got the information from. My boyfriend then went to the shop catalogue and pointed out the small print to him – therefore the seller clearly wasn’t even aware of this 250mb limit per month. They told him that there is nothing he can do and he has to ring customer services. The shop also said they would speak to customer services but doubt anything would happen. My boyfriend asked the shop to call him to update him on the situation and now a week later he has still not heard anything.
I am wanting some advice as to whether anything can be done about this and what rights we have regarding this? After all, when paying £450 for a phone you would expect the best service and knowledge from the seller.

Thanks
Kaye

Jon_01

No network will gives real 'unlimited'. And the ASA don't seem to think thats a problem.

As well as the network access the iPhone also comes with 750 mega a month of wifi, so if he's near a hot spot he can access through that.
I think you've got an up hill task with Orange on this one, as they told him there's no cooling off period with anything bought in store, but most importantly you're suppoed to do your research before you buy not after.

You may get the area manager to look at it. There's no point calling customer service as they have no control over retail, its run as a totally separate division.

kazzy52

Actually this problem has now been sorted and my boyfriend got a full refund. Yes customer services did have to get involved as they had to see the query as being valid in order to then transfer the query back to the shop for them to grant us a refund. Without customer services looking into it we would not have won our case.
I don’t particularly think each person should have to do full research about a product before you buy it - why do you think they have sales people who go on extensive training courses in order to apply their knowledge to customers? When buying something such as a phone it is not granted that each individual is ‘clued up’ about the extreme details. That is why some people go into a shop and ask for advice about the phone, packages and bundles. If each customer has the time to waste spending hours on the internet and reading booklets to find out the intricate details of a product then there would be no need for a sales person to be on the floor of a shop and there would be no need for their training.

We gained advice from another shop who stated it is illegal to mislead an individual when completing a sale. After pointing this out to customer services and then going back into the shop so customer services could speak to the manager whilst we were present he finally realised that he should have done his job properly in the first place rather than trying to make a quick sale.