Asda refusing to exchange faulty mobile phone

zighead

5 months ago I bought my son a new mobile for his birthday from Asda. The screen started to go on it and recently it went completely. I've got all the accessories and the receipt but my son threw the box away when he got it.

I took it back to Asda and they said they can't take it back without the box so I went home, researched it and found that apparently under the Sale of Goods Act I don't need the original packaging to return a faulty item. I took it back again and again they said they needed the box so I spoke to the manager who then said they need the card that the sim was attached to so they could match the sim card to the phone. They said they can't return it to the supplier if they haven't got that so they can't take the phone back.

Surely how they get their money back has nothing to do with my refund, can they enforce this, and what do I come back at them with now?

Paul_Varjak

Asda are talking nonsense! Make a complaint to Consumer Direct on 08454 040506

scooby088

What get's me is when company policy comes into it, and the goes onto say your statutory rights are not effected. I often wonder if these companies know what our statutory rights are!!

zighead

Thanks, spoke to Consumer Direct who said I was right and got a case number. Then phoned Asda head office, told them I phoned Consumer Direct and they said they will replace it, the store had the wrong information and to get them to phone head office if they refused. Can't wait now to go back and tell them what their own policy is.

The woman behind the Customer Services basically had a passive aggressive argument with me about how it was written on the receipt that I had to have the box. I said that might be Asda's policy but they can't legally enforce it to which she got shirty and said "I don't think we would be allowed to write anything illegal on the receipt". Manager wasn't much better.