T MOBILE NAME & SHAME for their RETURNS Policy

Cottonsteal

:mad::(:(:mad:Just a word of ***WARNING*** if intending to buy a PAYG from T Mobile stores - They opperate a no returns policy even if you haven't left the shop!!

BE CERTAIN BEFORE YOU BUY!!

I recently treated my partner to a new Blackberry Curve 9300. As a gift you often take pot luck as to its suitability. The phone did not suit and indeed it was not the only phone received as a gift. Within 24 hours unopened and with receipt tried to return the unused phone. An unhelpful assistant in the T mobile store in Putney, London insisted she was not authorised to refund as it was not T mobile policy and no manager was available who could. It transpired as I spoke to the store manager by phone (he was on holiday abroad) that he was unable and unwilling to assist in any way shape or form. Despite an unopened, unused but unwanted box. I know I had no legal right to a refund - but come on - T mobile where's your customer service or reward for loyalty??:(:(:(:(

NO MORE T MOBILE FOR ME.

Kyresa

To be fair, it could be the same in ANY store on the high street.

No store is legally obliged to give you a refund when there is nothing wrong with the goods just because you change your mind - good customer service or not!

Silk

Cottonsteal wrote: »

London insisted she was not authorised to refund as it was not T mobile policy and no manager was available who could. It transpired as I spoke to the store manager by phone (he was on holiday abroad) that he was unable and unwilling to assist in any way shape or form. Despite an unopened, unused but unwanted box. I know I had no legal right to a refund - but come on - T mobile where's your customer service or reward for loyalty.

Hi.
I'm not sure what the shop policy is, you would need to email T Mobile and ask them what the in store policy is.
I would have thought they would be able to exchange it for a different phone or give you a credit note for it providing the seal wasn't broken.

Did you speak to the manager before you returned to the shop or do you mean they rang him from the shop whilst you were there ???

Cottonsteal

Kyresa,

thanks.....but is it not time for GOOD customer service from those big high street names. I have returned some goods to Sainsburys who even without a receipt refunded without a quibble. Doesn't good customer service apply to T MOBILE?

Cottonsteal

Silk,

Spot on. and they phoned him from the shop while I was there. I even got to speak to him while he lay on the beach somewhere. but he would not budge from their customer policy.

I'd say it needs changing.

Silk

Cottonsteal wrote: »

Silk,

Spot on. and they phoned him from the shop while I was there. I even got to speak to him while he lay on the beach somewhere. but he would not budge from their customer policy.

I'd say it needs changing.

When you spoke to him did he not offer to exchange it or give you a credit note for it ...or did you refuse those ?

Guys_Dad

Ok. Here is where you stand.

By law, you recognise that you have no rights to return the phone to the shop. You agreed to a sale contract in law and there is nothing wrong with the goods, therefore you have no right at present to change your mind. The argument being that you had every opportunity to test out the phone instore.

Under Distance Selling, however, you would have had a right to change your mind, but that doesn't apply to you.

However, if you look at T-Mobile's t&c for On-line sales, they begin as follows and there just may be a chink of light.

"We wouldn't want you to be stuck with a phone or any other piece of equipment you don't like or can't use. Here's what to do if you want to cancel your purchase and get a refund.

7 days to decide
You've got a 7 day cooling off period to cancel your purchase, counting from the day your new items are delivered. More information about how that works will be included in your details about delivery package. Remember that if you do cancel, you'll have to pay your postage costs of returning your items to us."

http://www.t-mobile.co.uk/common/returns_policy.html

So, I suggest you write to the Chief Exec's office, accepting that you have no legal rights of return, but quote the above in bold and explain that the store would not allow you to exchange or refund you and ask if that is in line with "We wouldn't want you to be stuck with a phone or any other piece of equipment you don't like or can't use." Underline that althought you tested it out, it was for a present.

But if you take a bolshie line you are less likely to succeed.

Good luck.

Kyresa

Guys Dad, although, from the argument that you made earlier in that post, there was ample time to test the model in the shop - the fact that the OP went into a shop and purchased without doing such testing could be put down to caveat emptor really...

Guys_Dad

Kyresa wrote: »

Guys Dad, although, from the argument that you made earlier in that post, there was ample time to test the model in the shop - the fact that the OP went into a shop and purchased without doing such testing could be put down to caveat emptor really...

I agree that it is caveat emptor. And I said he had no case in law.

However, what I highlighted was the statement "We wouldn't want you to be stuck with a phone or any other piece of equipment you don't like or can't use."

Now unless T-mobile are only interested in making sure that only on-line customers were happy and damn the store customers, then a carefully crafted letter to those that make the rules, rather than shop managers who have to follow them, stands the best chance of getting a result.

macman

Why do people continue to assume some 'human right' to return goods that they have willingly contracted to purchase, just because they have changed their mind? In such cases it is entirely dependent on the store's return policy, so knowing it was a gift that might be unsuitable, why didn't you check that policy before buying?
If it's still boxed and sealed, you can put it on eBay as 'new' and should get a good price for it.
Guys Dad's suggestion is certainly worth a try though.

Silk

The problem here is that the 7 day refund for online is something they are forced to do by law and they have no choice over the matter. It's glossed up by them making out they are doing you favour in the T&C's

I would be very surprised however if they did not offer an exchange or a credit note for returns situations though.