Trouble with Phones4U

Onam_2

Hi all, I have come across a slight issue with Phones4U. I upgraded with them last week over the phone and made it extremely clear that I wanted the Galaxy Note 2 LTE version, however yesterday I received the 3G model instead. Having called them they were very ignorant and rude and stated that they need to listen to the call I had with the fella who sold the contract to me (which is absolutely fine).

I want to know what are my rights. Can I expect Phones4U to pay for the return of the phone? Can I charge them for storing the phone at my house? Anyone else been in a similar situation?

Thanks in advance, Onam (first post, meaning to join the forums for a long time).

Meepster

Onam wrote: »

Can I charge them for storing the phone at my house?

I'm sorry...but LOL

shocky_2

I would expect them to replace the phone and cover return postage, so you haven't lost out. If there is a problem it would be worth asking for a recording of the conversation.

I don't think you can charge them for storage of the phone.

Onam_2

Ah right as long as I can expect them to pay to collect the phone that's all OK. I was hoping I can charge them for each day I was holding the item for as they are refusing to hear me out until they listen to the call.

DevCoder

And what is unreasonable about that?

You have to allow suppliers the right to go through their due process.

tootiemac

If I'm wrong I apologies BUT the note 2 is 4g ready as standard there isn't a 3g only version.

Did u take it out on ee??

neilmcl

OP, what exactly did you get? Was it the Note 2 or the original Samsung Galaxy Note?

Phones4u_company_representative

Onam wrote: »

Hi all, I have come across a slight issue with Phones4U. I upgraded with them last week over the phone and made it extremely clear that I wanted the Galaxy Note 2 LTE version, however yesterday I received the 3G model instead. Having called them they were very ignorant and rude and stated that they need to listen to the call I had with the fella who sold the contract to me (which is absolutely fine).

I want to know what are my rights. Can I expect Phones4U to pay for the return of the phone? Can I charge them for storing the phone at my house? Anyone else been in a similar situation?

Thanks in advance, Onam (first post, meaning to join the forums for a long time).

Hi There Onam

Phones 4u are sorry that you have not been satisfied with the level of service that you have received. We would like to hear from you about this experience and to have the opportunity to assist with your issue as we were unable to locate your account with the infomration on this forum, so please contact us using our free Customer Services Live Chat. Please contact our Live Chat service between 9am - 5pm Monday to Friday and quote your reference number 3782391.

We hope to hear from you soon and if you need to contact Phones4u for any reason, then feel free to visit us on our dedicated Support website http://Support.Phones4u.co.uk, where you can find answers to our Frequently Asked Questions, Dedicated Forums, Expert Events and our Customer Service Live Chat.

Chris Phones 4u

no-oneknowsme

Just my personal opinion but I would never purchase a phone from phones4u!

I hold this opinion as I buy 3 new phones every xmas for my children.

A few years ago I went into phones4u and made my usual purchase of 3 phones. I purchased them in mid November as I like to get the expensive pressies out of the way first.

I paid extra to insure all 3 phones.

I brought the phones home and wrapped them up for the kids and they were not touched again until xmas.

On xmas morning when the phones were opened and examined by the kids it was noticed that 1 of the phones had a fault in the charging connecter and so the charger would not go into the phone.

On Boxing day I returned to the store with my receipt and explained the problem. The staff member looked as though I was boring him to be honest. He told me that it was my own responsibility to checked the phones carefully when I purchased them which I suppose is true however I told him that I had examined the phone for scrapes/marks and turned the phone on and went through the start up menus and everything had seemed ok. I hadnt thought to check the charger connecter.

The staff member basically told me it was my own fault. I spoke to the manager who said my only option was to use my insurance to have the phone repaired!

After pleading with the manager this is exactly what I had to do even though I didnt agree with having to do it given that the phone was brand new. Both the manager and staff member were unhelpful.

My son ended up having to wait 3/4 weeks for the phone to be repaired and returned to him.

This put me off using the shop again and since then I have used carphone warehouse. Their after care is second to none in my opinion. I purchase my 3 new phones there every xmas now and cannot fault them.

I have returned a faulty phone to them and it has been replaced by a brand new phone on the spot even though my Daughter had been using the phone for around 11 months:T.

I make sure I tell all the people I know this story and advice them to use carphone warehouse instead of phones4u.

OnamCh

tootiemac: No, unfortunately there are 2 version floating around one which 3G ONLY and the other is 4G compatible (LTE version). I think customers are being misinformed

krisdorey: I am allowing them to perform there processes that they usually do and I am patiently waiting for the 48 hour period to be over

neilmcl: I received the 3G model not the LTE version. There is a major difference here as the 3G model is cheaper, hence I am paying a tariff which is aimed at the higher end model. For example, its like going to buy a Volkswagen GTi and ending up with a Volkswagen Polo (standard model) I am pretty sure you would be ticked off for virtually being ripped off?

Thanks all, I have a good idea of where I stand at the moment and what I as a consumer can do.

P.S to the Phones4U representative, I have contacted online support numerous times to no avail and I am waiting for the 48 hour cool off period before pursuing matters further.

paddyrg

There are 2 types of Note2 in the market, the Note 2 normal and the Note 2 LTE version. The LTE version will only work on 4GEE's network, and is only sold by them. All other networks only offer subsidies on the non-LTE version.