Phones4u (merged)

troykelly

I know it's a bit heavy!!

thesaint

I suspect that you haven't any replies because there is no mention of timescales, and what you actually want.

troykelly

Sorry! I would like to know,

1) Do I have the right to keep my handset after a termination due to p4u misale?

2) Do I have the right to speak to the manager?

3) Will I get my quidco?

reehsetin

troykelly wrote: »

Sorry! I would like to know,

1) Do I have the right to keep my handset after a termination due to p4u misale?doubtful

2) Do I have the right to speak to the manager?store/head office over the phone who have you been talking to?

3) Will I get my quidco?unlikely, just cancel everything with P4U then reapply to p4u or like cpw or direct with network and get cashback then

,,,,,,,,,,,,,,,,,,,,,,,,

thetealady

I wonder if anyone out there has had the same problem as myself. My 18 year old son signed up to an 18 month contract with Orange through Phones4u, also purchasing, on thier recommendation insurance. Within 8 weeks he beagn to have problems with the handset, he was having to charge it everyday, it was cutting out midway through calls, and the bottom portion of the screen was not appearing. We returned the handset to the store, and was told that it would be sent away for repair, and that it would be returned back to our home address within 5 working days. We asked if we could have a handset to use in the meantime, but advised that they did not have a policy to do this. We were told that the repair would be covered by warrenty as the phone was only 8 weeks old.

I advised my student son, to save his money and cancel the insurance as it obviously would not even provide him with a temporary handset.

He had not received his handset back or heard anything from P4U. So, 2 weeks after taking the phone back he make a call to them to be told that the phone is classed as an uneconmical repair, it has received water damage and that he will need to pay £17.63!!!!! to have the phone returned! Otherwise it will be destroyed!

At this point I offered to help, and after several phone calls to very unhelpful staff, I agreed to pay the £17.63 to have the handset returned, so that we could pay to have an independant repair report carried out. Payment for this could not be taken via the phone call. I have made a trip into P4u, to pay. I explained the whole story again, and was taken to one side and told to contact the insurance company, stating that we had canceled the direct debit in error and ask if it could it be reinstated, to then wait a few weeks and claim that we had lost the handset!!!! I left the store to give this some thought. I spoke with my son and we both agreed that this was fraud, and that we should pay to have the phone returned and take it to be checked independently. Another trip was then made to P4u, this must of been about a week later. After much explanation (again), the agent in store has made a call to the repair centre and has then told me that my son's handset has already been destroyed!!!!!:mad: This, according to them had been done on the 4th of October, after the 1st conversation they had with my son. He had never agreed for them to do this. After much debate with the sales person I have basicly been told that they can not do anything for me. They can not offer a replacement handset, and can not cancel the contract. My son is now stuck with the remaining 14 months of his contract, costing £35.00 per month, without any phone! We are within the 60 days that P4U state that they will destroy your phone by, if you do not contact them, but we had made several calls. I had not been advised that it had been destroyed in my conversation around the 10th October, when I had tried to make payment for it to be returned. I am so sick of explaining this whole story, and feel that there is now no way forward. Who can I now take this matter to. Orange don't want to know. I have already had to buy a cheap pay as you go deal with them so that he at least has some means to use his contract.

Can anyone out there help!

elljay20

ring orange and do am emergancy insurance claim. it will cost you £30 and then £6 per month for their insurance. their insurance is very good too. i can't believe fraud for you didn't tell you this!!!

thetealady

Many thanks for this. When I went to orange they never told me about this either!

elljay20

thetealady wrote: »

Many thanks for this. When I went to orange they never told me about this either!

if you want to pay a one of fee of £70 then you don't have to take the £6 per month insurance, but to be honest, it might be useful considering!! and like i say, orange insurance is the best i've ever come accross! good luck

Chrisxx_3

I recently bought a new mobile phone online from Phones4U.
It took a couple of days to arrive and then a couple of days to get connected, but no real problems.

The contract was with Vodafone for 12 months. £40 per month for 500 x network mins and 500 texts.

For whatever reason I decided that I wanted to cancel and return the phone.

I checked the terms and conditions which stated that provided it was within 7 working days from the delivery date - which does not include the day of delivery or saturdays and sundays and the phone is in as new condition (which it is) I can cancel.

I telephoned phones4u on the number it said to and explained that I wanted to cancel. After briefly trying to talk me into staying or having a different handset he put me through to an account manager to sort out the cancellation.

I then spoke to a lad who took all my details, and explained to me in detail the returns procedure, which included phones4u sending me a returns bag to place all the items in and post back to them within 7 days.

A week later I still hadn't received the returns bag so I phoned them again (on their national rate 0870 number) and spoke with a female member of staff who explained after a while of checking that the item had not been 'put onto the returns tracker' and as such had not been cancelled with Vodafone.
She told me that to get it resolved she would have to have a manager listen to my phone conversation with the account manager who agreed the cancellation, and that this would take 7 to 14 days.

I was initially a bit peeved about all this but decided that it was only two weeks, and that my phone call with the account manager about the cancellation was quite clear - there will be no misunderstanding when they listen to it - the return was categorically requested and agreed.

Just over a week later I have phoned them again to check on the progress and been told - "No - not 7 to 14 days... 6 to 8 weeks".

This leaves me looking after a phone which I will not use. Paying £40 a month for a contract which I will not use. wondering whether they will be able to recover the phone recording or will declare it lost / damaged / missing.

I am well fed up with them. They seem totally incompetent to me. I wish I had recorded the phone call myself!

I did however make a note of the times and dates of each phone call and the full names of the persons I spoke with, including the account manager who agreed the cancellation / return.

Any advice appreciated. Should I just suck it up and wait for 2 months whilst paying the contract?

Is there anything I can do to hurry this up and get it sorted?

mobilejunkie

Don't sit and wait. Send a letter setting it all out and tell them you expect the contract to be cancelled under the 7 day notice (which you gave them) and any monies taken from your account returned. They have broken the contract and you should be able to take legal action to obtain the money if they don't pay, so this MIGHT take the form of a letter before action - but would prefer others on here to advise you on that. I would try speaking with Vodafone and explaining to them sooner rather than later. MIGHT be a waste of time but it's them you're actually paying and the longer it goes on, the more will go out of your bank account. Might also be worth sending a copy of your letter to Vodafone.

This company seems to have no intention of honouring your cancellation so there's no point whatsoever in giving them any leeway OR benefit of the doubt - or they'll take you for the proverbial ride.