Expansys - Bunch of crooks?

[Deleted User]

A Pal of mine needed a new phone, budget of about £300. I still believe the best phone right now is the 32GB Nexus5 for that sort of money, and the only people that still have stock was Expansys.

He ordered, it arrived next day, and overjoyed with it. However after 2 days, the screen packed it, just pixel noise all over it.

He phoned Expansys, and they offered a repair, and it would take upto 30 days. Can they legally do this? Surely the product was not fit for purpose, and he is entitled to either a full refund or a replacement (if available). They are showing stock.

He isn't having much luck with their CS, and now i'm feeling bad for recommending them....

corf999

i'd claim a refund on distance selling and re-order.

[Deleted User]

Thanks, I guess this is more suitable question in the consumer rights forum. Have posted it there instead, so please let this one rest.

https://forums.moneysavingexpert.com/discussion/comment/66903396#Comment_66903396

digp

expansys are crap.

Tashaj1212

It took 5 months to get my refund. I ordered a phone from this company. There was no problems with delivery. The phone became faulty (charger dock fell out) and the shop they told me to take to could not repair it. I sent it back to expansys as they requested and they could not fix it either. They offered me a few options and i asked for the refund (because it took so long i got a new phone elsewhere anyway). From sending the phone back to offering a refund, it took roughly 2 months. They claimed and fought with me that they had given me a refund but there was no money from them in my account. They then realised that i actually hadn't received my refund and sent the request off to the "correct department" and once again i was told i would receive my refund. This happened 4 times. They asked for my bank account details 6 times. I have a trail of around 50 emails between myself and expansys. After lots of arguing, emails and calls they issued my refund 5 month later. This company is a disgrace.

grumbler

corf999 wrote: »

i'd claim a refund on distance selling and re-order.

On distance selling they can rightfully pay less than the original price as the phone was used.

If sending it for a repair I'd enclose a letter before action with a reference to SoGA, giving them, say, 2 weeks to repair or replace it and advising them that I'll submit a claim to SCC otherwise as anything longer is not reasonable.

MSE artcicle: Consumer Rights

macman

Under SOGA the retailer can refund, replace or repair-their choice.
'Up to' 30 days does not mean they will take 30 days.

grumbler

macman wrote: »

...
'Up to' 30 days does not mean they will take 30 days.

So, in practical terms, do you suggest send it, wait for, say, 2 weeks and see what happens?

macman

No, I'd suggest that they follow your suggestion-but ultimately they are in the retailer's hands with this.

MarkBargain

When I sent them a phone back a few years ago they said the fault was not covered by warranty and wanted £35 to return it to me! I have never used them since.