Cancled phone delivered?

andrew133

I cancled my new phone that I had ordered they said this was fine. Today I recived the handset and after a good hour on the phone with them they said they would send out a bag so I can go up to the post office to send it back. I am not really very happy with this solution but just seems like something that needs to be done.

grumbler

andrew133 wrote: »

I am not really very happy with this solution ...

Are you serious? You ordered something, then cancelled it when it was on it way already. They are sending you a prepaid bag, but you are not happy? Do you expect that they have to collect it?

IMO, it's they that have reasons for not being happy, not you.

andrew133

Was really the fact that they hung up on me which kind of annoyed me

donnap83

Seriously????!

andrew133

yea I think it was an accident though but after being on the phone for 20 mins kind of annoying.

Rusty!

I think you find that "seriously????!" was aimed at your 'complaint', not being hung up on.

andrew133

o rite sorry =(

Guys_Dad

I understand OP's concern, although I am not 100% sympathetic with people who change their minds so quickly. However, Distance Selling gives him the right.

His concern is what happens if the bag doesn't arrive within 7/14 days.

Send something in writing confirming you are rejecting the handset under Distance Selling Regulations rights and that you are following their instructions waiting for the bag to be delivered but informing them that, should it fail to arrive, this will not affect your 7/14 days rejection rights as you have rejected the phone as of today.

Keep a copy.

chanz4

Could of refussed the carrier delivery saying cancelled.

Wintermute

This seems reasonable to me, they're most likely going to be unable to sell the phone as new even if you didn't open it, they're hit with the cost of sending the phone to you, the cost of the phone being returned back and the cost of processing at least 3 calls from you (average call cost can be surprisingly expensive, especially if it's a UK call centre) you only have the minor inconvenience of going to a post office to return the phone and it wont cost you anything, having the phone picked up by a courier because you changed your mind is only going to cost their other customers more in the long run.

I ordered a handset from Orange before xmas which they sent in a gift box along with some cheap freebies, but I wanted to return it and it cost me about a tenner to send it back (granted, I did send it signed for).

Most operators gear their systems towards processing the orders as quick as possible so they are with the customer as soon as possible, there's often a very small window (an hour or two) for cancelation so situations like this often occur, a pre-paid jiffy bag or even a freepost address is pretty reasonable.

Guys_Dad

Wintermute wrote: »

This seems reasonable to me, they're most likely going to be unable to sell the phone as new even if you didn't open it, they're hit with the cost of sending the phone to you, the cost of the phone being returned back and the cost of processing at least 3 calls from you (average call cost can be surprisingly expensive, especially if it's a UK call centre) you only have the minor inconvenience of going to a post office to return the phone and it wont cost you anything, having the phone picked up by a courier because you changed your mind is only going to cost their other customers more in the long run.

I am afraid I don't agree with your first point. There is no reason whatsoever why they could not.

I'm not sure why you believe that the OP was objecting to going to a Post Office. I read it that he was not happy about waiting for a bag to be sent out and I explained that in my previous post.

I use Orange broadband and my Livebox died. They sent me out a new livebox but told me that I had to return the old one or I would be liable for £100. They said they would send me a bag. None arrived and with £100 hanging over my head, I rang up and they promised they would send me another.

It didn't arrive, so I rang again. It transpired that Orange no longer sent out bags for live boxes and I had to send it back (Free) with a proof of posting.

With that background, and the 7 day window under DSR, I would be a little on tenterhooks until the bag arrived or I had sent a letter/email confirming I was rejecting the handset under DSR.