carphone warehouse purchase a warning and a request for advice

augustusgloop

Hi all
I bought a payg mobile from cw. When asked what top up I needed I asked " it doesn't make a difference if im not going to use it, does it?"

Well ... It does!

I was given an orange sim- which means the phone is non-returnable. If it had been issued with talk mobile or virgin you would have 14 days to return!

Despite being unhappy with the phone it looks like this knowledge is a bit too late for me as customer service have refused to consider any refund or exchange although I am unhappy with the handset.

So can you help with these two questions?

1. The phone sold was completely unsealed, no sticker or mark where a sticker had been. Is there any way I can check if the phone has been previously used and reset?

2. Have I any option for return considering the fact that if the salesperson had been open about the refund policy I would obviously have chosen a different sim.

Thanks all!

chanz4

all cpw phoes are never sealed.

gjchester

augustusgloop wrote: »

1. The phone sold was completely unsealed, no sticker or mark where a sticker had been. Is there any way I can check if the phone has been previously used and reset?

Under the settings there may be a lifetime timer that usually cannot be reset by a factory reset. That should show the length of all calls made and received on the phone.


Its not infallible some phone treat the timer as time used since reset so YMMV.

augustusgloop wrote: »

2. Have I any option for return considering the fact that if the salesperson had been open about the refund policy I would obviously have chosen a different sim.

In store purchases have no right to a return for a replacement its down to store goodwill and company policy.


I guess you wanted the phone to unlock or use with an existing contract, is the phone now not suitable for that? If its faulty you may have a case for a refund but its a slim chance if it was sold as a working PAYG phone with the right SIM and top up, as that's what you asked for.

augustusgloop

hi all, thanks for the advice. One last question then. Is there a legal obligation to display or discuss refund policies? Especially where a store appears to have about ten different policies.

I think my frustration (and it is just that) stems from the fact that had I known the refund policy I would have chosen a refundable network. If I had looked up cpw refund policy and it had said 'no refunds' - I would be much happier! I guess this is one of those cpw practices that feels wrong but isn't! My lesson has been learned!

mobilejunkie

You have no right to change products from any shop. Those who offer such refunds usually advertise the fact. Ever seen a refund statement for a box of Cornflakes in any shop? Get real!

macman

Refunds cost the retailer (and so ultimately all the other customers), as the phone is second hand and cannot be resold as new, whether you've used it or not.
No retailer is legally obliged to refund you just because you've changed you mind,. You are entitled to whatever that retailer offers on a voluntary basis, and that's it.
If you think that you may want to return something, it's up to you to establish the returns policy before buying.

augustusgloop

Thanks to most of you for very helpful replies. mobilejunkie there was no need for the 'get real'. As you may have noticed my concern was really the varied returns policy, not a no returns policy. It is a shame when knowledge is shared in a patronising rather than mutually respectful way.

Thanks again everyone else.

gjchester

augustusgloop wrote: »

As you may have noticed my concern was really the varied returns policy, not a no returns policy.

I think a store has to legally display or give you a copy of the returns policy, however it could be a small sign by the till, on the wall or on a receipt. Its probably on the same notice as the company registration details, ie font size 10 on a wall behind the serving counter.

In this case its down to the various networks return policies not CPW. As MacMan said if the network does not offer a returns clause, the company/ shop has to bear the cost. If the network bears the cost then the shop will not be penalised by a return.

gycraig_2

If you wasn't gonna use the sim you should of bought it sim free. Your lucky you got a bargain phone by ripping orange off.

augustusgloop

Ah gycraig what a helpful and informative reply. If it lifts your concern at all I will absolutely use the ten pounds of credit on the sim, if I am unable to return it.

Once again thank you and I do hope you won't lose any sleep over this.

mobilejunkie

Next time you shop I recommend you take a responsible adult with you.