Mobilephonesdirect return policies

oliver1990

Ok I've sent them a couple of inquiries regarding this flaw on my phone screen - no replies as yet since it's the weekend. Anyway, initially, I noticed little hair and dirt that looked like it was beneath the protection film. Then after taking the plastic off to ensure it was just that, they turned out to be under another layer of the screen which makes it impossible to remove!! I'm also aware that it's stated on their website once the protection film is peeled, they're unable to accept the return but I believe as a consumer, I had the right to inspect the item. Frankly, the protection film is the least of my worries now because if I'm stuck with a flawed phone for the next 24 months (on contract), I'd be really unhappy!!

I know some people might think it's just some dirt on the screen but the touchscreen is an important feature of the product. Every model makes a big deal out of its screen. In this case, its appearance is certainly not of satisfactory even though everything else seems fine. I'd expect a new item to look better than this. In fact, I'm starting to suspect this is NOT a new phone. And I'm sure it was never brought to my attention that I would be receiving a second-hand, used or refurbished product.

I'm just wondering what are my entitlements as far as receiving a replacement goes because I've submitted a couple of requests demanding for one.

custardy

You are returning for a fault.
Not simply for a change of mind.

For any handsets which are faulty we understand that some of the above criteria may not be met and will do our best to offer a like for like exchange within the 14 day exchange period. For any faults outside of 14 days you could be covered by your manufacturer warranty, and should contact the relevant teams here.

To return a faulty handset within Mobile Phones Direct's 14 day returns policy, please complete the returns form or found here, or call customer services on 0345 470 4000.

I assume you actually read the web sites FAQ?

grumbler

Customers have two options:

• manufacturer's warranty
• retailer's obligations under SoGA.

If it's really some dirt, not a crack, you can use either option, and MSE advise to start with the second one. I think "contact the relevant teams here" in the above quote means exactly that.

MSE article: Consumer Rights

oliver1990

custardy wrote: »

You are returning for a fault.
Not simply for a change of mind.




I assume you actually read the web sites FAQ?

I did but elsewhere on the website, it also says:

We want you to be 100% happy with your purchase from Mobile Phones Direct and you can return your order for a refund or exchange within 14 days from the date of delivery. We are only able to offer this guarantee on the basis that the goods being returned are as new, unused, with protective film still applied to the display, and complete with un-damaged manufacturer's box and inner packaging. It is important that you do not insert a SIM card into the phone as this creates user's settings that will personalise the phone to you and your network.

It's this that worries me.:o

grumbler

This is when you want to return without any reason - just because you don't like the item or changed your mind.

In your case it's defect/fault that wasn't obvious until you removed the film.

oliver1990

^ Thanks very much!!!

custardy

oliver1990 wrote: »

I did but elsewhere on the website, it also says:

It's this that worries me.:o

once again.....

Here at Mobile Phones Direct, we always want our customers to be 100% happy with their purchase and offer a full 14 day money back returns policy or exchange. This means you can return or exchange your phone within 14 days from the date of delivery.

Please note that in order for us to accept your phone for a cancellation it must meet the following criteria:

o Must be new and unused

o Must be In its original packaging which must remain undamaged

o The protective film must still be applied to the handset

o Must be returned with its original charger, leads and any other in box product it was delivered with

o You must not have inserted any sim card into the phone

o Must be returned with any free gift you may have received as a result of the phone contract (free cases, headphones etc):

Gifts:
o The free gift must be unopened and unused in order for us to accept the mobile phone cancellation

o The free gift must be in its original undamaged packaging

If any of the above criteria is not met then we may not accept your handset back for cancellation.

For any handsets which are faulty we understand that some of the above criteria may not be met and will do our best to offer a like for like exchange within the 14 day exchange period. For any faults outside of 14 days you could be covered by your manufacturer warranty, and should contact the relevant teams here.

To return a faulty handset within Mobile Phones Direct's 14 day returns policy, please complete the returns form or found here, or call customer services on 0345 470 4000.

Returns will only be accepted with valid authorisation.

Its faulty,not a change of mind