Tesco mobile contract - Right to cancel? Cooling off period

terrylamps

Hi, I took out 2 contract phones with Tesco a few days ago on the 3rd April (ordered online). Received them on Friday 5th April. Set one of the phones up on the same day. All seemed fine with that one though the phone seemed abit basic and the signal isn't great. Not used it to make a call yet.

The next day (Saturday 6th) i started to set up the 2nd phone and whilst setting it up i noticed the buttons at the bottom of the phone (the back button, home button etc) were not working properly as in sometimes one tap would get them to do what they are meant to do (rarely) but most of the time i'd have to tap them at LEAST 2 times to get them to actually work. I only need to lightly tap them once for them to work on the first phone.

Contacted Tesco through chat to report the fault with one of the phones the same day (Saturday) and i've been told i need to ring them on Monday to arrange a repair or replacement.

What i want to know is as the contract only started on the 3rd April am i still within my right to cancel the whole contract? As far as i can tell you have to notify them if u want to cancel within 7 days and return the phones to them within 14 days of the start of the contract. Can this still be done even if the phones have been half set up?

A very small amount of the data and texts have been used on the first phone. Nothing has been used on the 2nd phone. They took a months payment on the 3rd.

The reason i want to cancel if i can is because the phones are more basic than i thought they would be, one is faulty so i don't have much faith in either of them now and the signal quality is pretty poor.

Kite2010

3.1 If you change your mind after you have purchased a SIM Card and, where applicable, a mobile handset , you can tell us that you would like to cancel anytime within 14 days from the date of receipt or collection of the SIM Card and, where applicable, the mobile handset (‘Cooling-off Period’).
3.2 If you purchased a SIM Card and, where applicable, a mobile handset through the Tesco Mobile website or by telephone and you would like to cancel during the Cooling-off Period, please notify Tesco Mobile Customer Service on 0845 301 4455 or email [EMAIL="support@tescomobile.com"]support@tescomobile.com[/EMAIL]. Cancellation will occur on the date you notify us.


Normally you will get given the address to send back the phone (s) [send via special delivery]. Hope that helps.


I used it when I ordered a Blackberry a few years back, without realising how tiny the buttons were.

terrylamps

Thankyou. Do you know if it will make any difference if some of the data has been used on one of the phones and both phones have been half set up? I don't mind losing the £20 but just want to know where i stand if they start being ackward about the phones being 'used'.

Kite2010

I think you will pay for any usage if it's over a certain amount.

Just say you were testing the phones out, and found they were not-to-your-needs.

terrylamps

I've only sent 4 texts out of my 5000 allowance and used 7mb data from 500mb. £20 should more than cover that lol.

Thanks again for your help :-)

mancuk29

terrylamps wrote: »

Hi, I took out 2 contract phones with Tesco a few days ago on the 3rd April (ordered online). Received them on Friday 5th April. Set one of the phones up on the same day. All seemed fine with that one though the phone seemed abit basic and the signal isn't great. Not used it to make a call yet.

The next day (Saturday 6th) i started to set up the 2nd phone and whilst setting it up i noticed the buttons at the bottom of the phone (the back button, home button etc) were not working properly as in sometimes one tap would get them to do what they are meant to do (rarely) but most of the time i'd have to tap them at LEAST 2 times to get them to actually work. I only need to lightly tap them once for them to work on the first phone.

Contacted Tesco through chat to report the fault with one of the phones the same day (Saturday) and i've been told i need to ring them on Monday to arrange a repair or replacement.

What i want to know is as the contract only started on the 3rd April am i still within my right to cancel the whole contract? As far as i can tell you have to notify them if u want to cancel within 7 days and return the phones to them within 14 days of the start of the contract. Can this still be done even if the phones have been half set up?

A very small amount of the data and texts have been used on the first phone. Nothing has been used on the 2nd phone. They took a months payment on the 3rd.

The reason i want to cancel if i can is because the phones are more basic than i thought they would be, one is faulty so i don't have much faith in either of them now and the signal quality is pretty poor.

Wouldn't be the HTC one by any chance would it ?

terrylamps

mancuk29 wrote: »

Wouldn't be the HTC one by any chance would it ?

Yes that one. I take it you know all about them :rotfl:

mancuk29

terrylamps wrote: »

Yes that one. I take it you know all about them :rotfl:

Oh yes I'm on my second and my third is en type from the next will disgrace

terrylamps

mancuk29 wrote: »

Oh yes I'm on my second and my third is en type from the next will disgrace

Not very good phones then :rotfl:

I've just emailed them informing them that i want to cancel the whole contract. Will ring them later if i don't hear anything. Hope they don't start being ackward.

macman

Why are they being 'awkward'? You've changed your mind after agreeing a contract-the hardware fault is not the reason you want to cancel.
The phone is now secondhand and can only be resold as such.
Tesco Mobile terms are pretty generous in this respect and appear to allow a 'no questions asked' return within 14 days of receipt. You'll merely be charged for the text and data used, or your monthly fee pro-rata.

mancuk29

macman wrote: »

Why are they being 'awkward'? You've changed your mind after agreeing a contract-the hardware fault is not the reason you want to cancel.
The phone is now secondhand and can only be resold as such.

There is real QA issues with this handset - under the sales of goods act a product must be free from defects and the htc one definitely isn't

Unfortunately the contract and the handset are two different items as ive just found out so I don't know where we stand

I cancelled one contract and paid £197 to get out of it to get the htc one on a new contract so its been a very expensive lesson

I would suggest if Tesco don't release you (I don't think they will) the htc is sent direct to htc itself so they can do a real quality assurance on it at least it will be ok then

It is a cracking handset and best out there
I had considered the s4 but the htc one is ten times better

good luck and report back