Carphone Warehouse - exchange phone..??

nipper76

hiya

my partner bought a new phone from the carphone warehouse as her old one broke.
she asked for something the same as what she had which was a nokia 5800.
she said she likes it for her photos and music.
they offered her a nokia c5-03 saying its the same but newer,
so she accepted.

it turns out the phone doesn't have a flash so she can't take photos in low light levels, which she is disappointed about because her old phone was capable of it,
she had asked for a phone with the same capability as her old phone.

so she was wondering if she is in her rights to take it back for an exchange..??

then the other issue is that they say they wont take back phones on the orange network...
well... when she bought the phone she asked for a phone for to be on the O2 network.. they said OK, they sold her a phone but told her she needed to buy a orange to up + sim...?? as they insisted it was the cheaper option.

i dont understand why they wont take it back as the phone is unbranded and obviously not locked to any network.

she just did what they said, but put her o2 sim in the phone and never even touched the orange sim card.

where would that leave her..??


the annoying and stupid thing about this is, she has had this same problem before, not so long ago, she purchased a phone from them, something completely different and couldn't get to grips with it.
within 3 hours she took it back and they refused to accepted it... they had sold her an orange Sim card again saying it was the cheaper option. and now it was aparently a orange phone, although unused on orange.. they wouldn't accept it.

it seems to me they like to con you into getting an orange sim card saying its a cheaper option, so that once you have purchased the product, they don't have to have any more to do with you.

many thanks for any help / info

wealdroam

So, what have carphone warehouse said about it?

You seem to have explained the situation quite lucidly.
Just tell them what you have told us.

Be clear about what you want them to do.

nipper76

They said they wont accept the phone as, although the phone is unbranded and unlocked, because she was made to buy an orange sim card to make the purchase cheaper, they now say that the phone is on orange and orange will not accept it back even though the phone is being used on 02.

nipper76

and.. she only wanted to pay the extra to get a different phone...

c11lyo

I worked in a Mobile Phone Store for 8 years (The Link then we Tupe'd to O2). While with the Link it was T-Mobile who never allowed 14 days returns but this did not affect your Statutory Rights so with your problem being similar, you could return the handset under SOGA as they are not fit for purpose. Fit for Purpose means both their everyday purpose, and also any specific purpose that you agreed with the seller (for example, a phone similar to her current one) The handset she was sold is nowhere near the same quality camera wise and does not have the dedicated music function that the Nokia 5800 had!! If the store are being unreasonable about it (note all dates; times; and names of those involved in conversations with you - specifically who refused the refund) - and make a high level complaint !! From experience, High level complaints are always resolved to the customers satisfaction, even if they are in the wrong (which you are not) !. I'm pretty sure you'll get your issue fixed going down this route.

Good Luck

nipper76

hiya.
well i just spoke to them, i phoned head office, they said deal with the store.
phoned the store, they said deal with head office.
after a game of phone tennis, they decided i need to speak to the store manager who... isn't their.
so im going to pop in tomorrow to speak with him, but they seem determined that i am not going to be taking the phone back,
even though i mentioned the statutory rights part.

lets see what tomorrow brings, thanks for the info c11lyo

nipper76

they exchanged it and she paid the extra. whoop whoop.
thanks for the help

c11lyo

nipper76 wrote: »

they exchanged it and she paid the extra. whoop whoop.
thanks for the help

Glad to hear it! Thanks for letting us know how you got on with it