Expansys want £35 to return my phone

MarkBargain

I bought a phone from Expansys in February for over £100. Earlier this month the screen stopped working so I sent them photos and explained. They initially wanted me to call Acer but in the end I got them to accept the return. I posted the phone away and waited, then got back a message saying that the screen is broken and this is not covered by the warranty (the external part of the screen has no visible damage but the screen inside stopped working). They are getting me a quote for repair but have said if I want the phone back as it (not working) is I have to pay £35 'return fees from the return centre'. That's a bit harsh, isn't it?! I was not told of this when they asked me to post the phone to them.

Buzby

You need to refer to their T&C's, as this fee may be mentioned there (and it isn't uncommon if a repair quote is refused). If the fee isn't mentioned, you have wiggle room to complain.

MarkBargain

Buzby wrote: »

You need to refer to their T&C's, as this fee may be mentioned there (and it isn't uncommon if a repair quote is refused). If the fee isn't mentioned, you have wiggle room to complain.

They certainly didn't send me anything stating that. I just checked their T&Cs on the website (https://www.expansys.com/returns/) and I can't see mention of it either.

gjchester

MarkBargain wrote: »

They certainly didn't send me anything stating that. I just checked their T&Cs on the website (www.expansys.com/returns/) and I can't see mention of it either.

It does not state a value but does state

"any handset that has been willfully damaged, scratched, neglected, modified or repaired shall be sent back to the customer at their expense:"

MarkBargain

gjchester wrote: »

It does not state a value but does state

"any handset that has been willfully damaged, scratched, neglected, modified or repaired shall be sent back to the customer at their expense:"

Thank, well found. The phone was well looked after though amd, besides, £35 seems rather steep in terms of postage for a phone which they imply this cost is for.

scotsblood

Two issues;-
How have they determined the screen is "broken" by one of the willful actions they quote 'damaged, scratched, neglected, modified or repaired' if there is no external damage?
Second, if they provide ea technical report that proves their contention suggest you will contract a courier to collect the phone!

Buzby

So they should have a technician fault-find your handset for free? The charge is to cover this AND the return of the device. £25 is normal and about the upper limit.

If they didn't state a price, argue that £35 is excessive and as they did not state this was their 'standard ' price, you'll be prepared to offer £20. Hopefully they'll accept this.

MarkBargain

scotsblood wrote: »

Two issues;-
How have they determined the screen is "broken" by one of the willful actions they quote 'damaged, scratched, neglected, modified or repaired' if there is no external damage?
Second, if they provide ea technical report that proves their contention suggest you will contract a courier to collect the phone!

There is no external damage to the phone's casing, but presumably they are saying there is internal damage to the screen.

They haven't provided a technical report, they are just saying it is broken and that's that.

I ordered through the Expansys UK website but their returns centre is in France. That may make the courier costs higher, but that's not my fault. They are a registered UK company, with a UK company number and VAT number etc.

MarkBargain

Buzby wrote: »

So they should have a technician fault-find your handset for free? The charge is to cover this AND the return of the device. £25 is normal and about the upper limit.

If they didn't state a price, argue that £35 is excessive and as they did not state this was their 'standard ' price, you'll be prepared to offer £20. Hopefully they'll accept this.

Well, I think they should be up front about the costs i.e. say return it for repair, but if we find it is not covered by warranty then there will be a £35 return charge. At least the customer can then determine whether to send it back or just sell it on Ebay as spares and repair.