Faulty Galaxy S 2 - Returns to expansys

Amanha2010

Hello All,

Got this phone in Mid-June, discovered a circle on the screen. Googled it, and found out that its a assembly line problem with a suction cap thingy. Waited for around a week, it didnt fade. Contacted expansys who took another week to sort out the returns for the item - Now, Expansys have really confused me.
I contacted them and requested a replacement, they said alright. 3 Hours later, i got the return request thing, which claimed i had requested a repair, which wasnt right. Contacted expansys and was told it was a mistake, and they would send me the correct stuff.
2 days went by.

Phoned again, got told to pack it up, and then waited 3 more days for some sort of contact.

A week later, I phoned up, told them i wanted a return straight up, and then got my return documents to send it off last Wednesday. I would of expected to of heard something from expansys about a refund (as apparentley, they didnt want to replace the unit becuase the others had a fault too) and heard nothing.

The confusing bit:
Phoned up around half an hour ago, and got told that there is a 'delay' on returns, and also told that my phone has been returned to the repair place (which alarmed me), for assessment of the unit, to see if they can repair it. Now, its not a BIG fault, but its annoying that ive paid £474 for a phone and its got a mark on it which hasnt faded in 2 weeks.
Questions are:
1. Whats the normal return time for expansys?
2. Whats this whole assessment thing about? I wasnt told this when I returned it! I was told I would get a refund straight up.
3. Will they allow a refund? As its got the circle, and its annoying to me, but its not really noticable whilst glancing only.
4. If the unit is returned to me, with the circle issue still there, what do I do? (As expansys clearly dont want to replace it)
Thanks, and sorry for the essay.

grumbler

I think you can cancel the order and return the new item within 14 days: Cancellations & Retractions (within 14 days only)
I think later it is up to the retailer either to repair or to replace the item. They can refund the money instead, but are not obliged to.

Amanha2010

its over two weeks, i contacted them a week after i got my phone - and it took them ages to sort out a simple return. Im worried about the repair assessment thing, as I contacted them in under two weeks from getting the phone, and specifically asked for a replacement or refund.

shirlgirl2004

Under SOGA you have 7 working days to inform them you want to return the product. Did you notify them within 7 working days and if so do you have proof of this?

Actually it isn't of merchantable quality so you should get a refund anyway.

Amanha2010

I think it was exactly a week from recieving the phone - I phoned them up and reported the fault on that day, but I dont have any proof that I phoned them up, it will be most likley on their records, and really cant be sure - I had so many exams, I lost track of time.

I did contact them within two weeks to tell them its faulty, and I would like a replacement/refund - The question is why has my phone been sent to the repair place? (Person from expansys said that they were assessing it to see if its repairable - is this allowed? - As ive requested a replacement within two weeks, and not a repair)

Im a slight novice at all this, I haven't been in a situation like this before.

grumbler

7 days is for cancelling the purchase, not for reporting the fault. I think you have no right to return the phone and get a refund now. You have the right to have it repaired.

Amanha2010

Thanks for your reply - I think the issue now is why were expansys offering me a refund without mentioning all this repair stuff? If they were going to take ages, I would of dealt with Samsung themselves. I'm not sure if this is correct but I had an issue with a HTC phone purchased in Dec 10, where the hinge was too loose. Contacting HTC, they said to go back to the retailer to get another one as its in a 28 day initial period - doesn't that period apply to anything sold? (Or is it me getting my facts wrong? - if so, what is that 28day thing?)