T MOBILE NAME & SHAME for their RETURNS Policy

Cottonsteal

Guys_Dad wrote: »

"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.
.

Guys Dad, thanks I will try this and let you know how I get on.:T

Thanks everyone else for your comments / advice.:A

However just to clarify my point:
I recognise that in law I am not entitled to a refund whether or not the store displays this information in their shop or on their till receipts.


However I have two choices when purchasing any goods which are seen (i.e. not on-line)

1. I can purchase an item from a store which offers the item, a demonstration / fitting / in-store trial (as appropriate), a robust and understandable aftersales service (if necessary), a clear policy on what to do when things go wrong PLUS an unused or unwanted within a reasonable time refund / cooling off policy. OR
2. I can purchase an item from a store (with none of the above)

Is this a reasonable request and which is the best deal?

Sainsbury's, M&S, Carphone Warehouse (and from my own experience Halfords) to name but a few high street retailers think so and are not shy at offering THE BEST DEAL.

Just as laws cannot change mindsets to all sorts of the worlds ills - neither can it produce the ultimate shopping experience nor can it change retailers' store policies. Only consumers can do that by voting with their feet and demanding the BEST DEAL.

I for one will not expect THE BEST DEAL at T Mobile but will continue to look for it elsewhere.

Cottonsteal

Spot on again, Silk.

You seem to get the point. Americans wouldn't accept this kind of service - why should we?

Silk

Cottonsteal wrote: »

Spot on again, Silk.

You seem to get the point. Americans wouldn't accept this kind of service - why should we?

Yeah I do and I did straight away, the sooner a store realises that good reputation is earned by good CS's pays dividends the better in my book

gjchester

Silk wrote: »

There was nothing wrong with the phone and was in perfect unopened condition the store refused to do anything .....you seem to think this is acceptable and not a problem.
Others such as me think it's a raw deal ...if the OP had gone to another retailer such as O2 or 3 there would not have been an issue.

There are two question there.

Is it legally returnable?

Legally you have absolutly zero rights to return anything purchased in any store that is not faulty. Thats is, black and white, there are no other laws relevent.


Does it make good business sense to accept it as a return?

In business sense if somethings clearly not used and still sealed it should be a no brainer to allow the return. There are issues it could have been opened and resealed but they'd take details to check later if that was the case.

However the legal side and the business sense side differ, T-Mobile choose to take the black and white legal definion.

Is it a raw deal, not really, it's a pretty poor lookout from a custoemr goodwill point but then again Three will reject any phone thats even been turned on for a return, even under DSR rules. Argos and Phones for You exclude all phones from returns, so it's not like they are the only company who have this exclusion.

MissKeith

Uh a point about CPW, they should set up and the demo the product if you want before you leave the store with their Walk Out Working service. People have been sacked for not doing it. And some networks through CPW DO offer a return, ie Virgin. It depends on the network whether they are able to return for change of mind. T-mobile aren't one of them so this makes sense.

gjchester

Cottonsteal wrote: »

Spot on again, Silk.

You seem to get the point. Americans wouldn't accept this kind of service - why should we?

Your wrong.

Americans are more service oriented, and levels of service are higher but if a company decided it would stand by the letter of the law theres not much the american consumer could do for that particualr case.

What would differ is there is generally enough consumer power to make a difference.

Walmart has removed explicit lyric CD's and magazines (!!!!!! like playboy and lads mags like FHM) from its stores. Why? Not because they cared about the content, but because millions of middle american housewifes threated to boycott Walmart until they did. That boycott would have cost them far more than the revenue from the magazines so it was a business decision.

If we as a nation stopped buying *ANYTHING* until we got better service overall it would happen, but as a nation just won't bother..

Silk

gjchester wrote: »

There are two question there.

Is it legally returnable?

What do you mean "legally returnable" :rotfl::rotfl::rotfl:
Is it against the law to return something you have bought ???

gjchester wrote: »

Legally you have absolutly zero rights to return anything purchased in any store that is not faulty. Thats is, black and white, there are no other laws relevent

For some god foresaken reason some mobile phone employees seem to like quoting the law that they are not obliged to accept a return ....that is not the point here what is the point is that it's good business practice to ensure that customers are always happy with a deal.
Just because they are not breaking a law does not mean they are giving good service

gjchester wrote: »

Does it make good business sense to accept it as a return?

Of course it does ...it rarely costs them anything if they exchange it or give a credit note and a happy customer will come back time and time again as well as give recommendations.

gjchester wrote: »

However the legal side and the business sense side differ, T-Mobile choose to take the black and white legal definion.

Well it's done more harm than good as far as I can see ....it's not done their reputation any good on here and I for one would certainly not buy from them nor would I advise anyone to if I was asked.

Is it a raw deal, not really, it's a pretty poor lookout from a custoemr goodwill point but then again Three will reject any phone thats even been turned on for a return, even under DSR rules. Argos and Phones for You exclude all phones from returns, so it's not like they are the only company who have this exclusion.

I think it is a raw deal and whilst you say Argos exclude all phones it must be new because I know for absolute certain that a girl who worked for me last year exchanged one that was the wrong colour last year with no problem whatsoever

Silk

gjchester wrote: »

Your wrong.

Americans are more service oriented, and levels of service are higher but if a company decided it would stand by the letter of the law theres not much the american consumer could do for that particualr case.

But he's not wrong ...as you've just admitted the americans are more service oriented and the levels of service are much higher ....thats because the consumer expects it and the companies thrive on it.
We don't most of us just grin and bear it which is why the companies get away with it.

gjchester

Silk wrote: »

What do you mean "legally returnable" :rotfl::rotfl::rotfl:
Is it against the law to return something you have bought ???

No it's not, you can try and return anything..

However legally you have no right to a refund for any item thats not faulty with the narrow exception if it's not fit for a specific purpose you asked for, so if you said it must have a radio and the salesman said yes it does, and it doesn't you have a case.

If you change your mind, not like the colour, wish you hadn't bought it, or the recipiant of a gift may not like it (as in this case) then legally you have no come back, it's all down to the goodwill of the store and company.

Silk wrote: »

For some god foresaken reason some mobile phone employees seem to like quoting the law that they are not obliged to accept a return ....that is not the point here

Thats EXACTLY the point.

If a company chooses not to accept returns unless the item is faulty there is NOTHING legally you can do about it. All stores have Terms and Conditions of purchase and by chosing to buy from one store you accept those terms.

Any employee not following the corporate policy will soon become an Ex Employee, and frankly no-one is going to risk their job over a phone. Managers may have some discresion but not much.

End of the day if you don't like the terms anyone sets, fine. Walk away find somewhere else to buy from.

Silk wrote: »

what is the point is that it's good business practice to ensure that customers are always happy with a deal.
Just because they are not breaking a law does not mean they are giving good service

I never said otherwise, it's bad business sense but thats not the case here. TM have a company policy, they are legaly right (wether you like it or not) and sticking to it. I agree it's bad customer service but thats the policy TM put in place. No doubt they have their reasons.

Silk wrote: »

I think it is a raw deal and whilst you say Argos exclude all phones it must be new because I know for absolute certain that a girl who worked for me last year exchanged one that was the wrong colour last year with no problem whatsoever

I agree its a lousy customer service standpoint. It will not win them many customers over, but that the choice TM made. We don't know the other side, maybe they have had a lot of issues with returns that were scratched or damaged so unsaleable as new, or people not paying for calls made on returns, we just don't know but it's TM choice.

With regards to Argos good for her, thats probably managers goodwill in action, but remember it's a GOODWILL gesture not a right.

gjchester

Silk wrote: »

But he's not wrong ...as you've just admitted the americans are more service oriented and the levels of service are much higher ....thats because the consumer expects it and the companies thrive on it.
We don't most of us just grin and bear it which is why the companies get away with it.

http://www.reuters.com/article/2011/06/07/us-consumerreports-service-idUSTRE7561P620110607

Quoting that

"Americans are fed up with bad customer service, with 64 percent walking out of stores due to poor assistance and 67 percent hanging up on a call before their problems are even addressed, according to a new survey."

Americans may be more service orientated and *EXPECT* better service but that Reuters reports suggest what they expect and get are two different things.

They DO have bad service just as we do, they are just vocal about it, and walk away something we don't do.

Can you actually image 64% of customers in the UK walking out due to bad service, it really would not happen.