wowcamera sells phones which are not compatible UK networks

downwithpcn

A while ago I purchased (stupidly) an LG Velvet 5G phone from WoWcamera, a website that claims to have warehouses in the UK, Luxemburg, and Hong Kong. The phone arrived and it was all well and good, till 3 networks start providing 5G network in my area. It was then that I realised the phone doesn't connect to the 5G network.

Contacted LG and they replied: "Your phone is unable to access the 5G network due to it not being a UK phone, due to this most likely being purchased from another market area. This does mean the phone may not work to its full capacity in the UK, as each country will not support the same way. Like the accessibility of the 5G network."

So I contacted WoWcamera - they were still selling this phone as UK 5G compatible - and told them what LG said. They asked for the LG reply. As soon as I provided them with LG's reply, the phone was removed from their website and they replied, because my inquiry is out of the warranty period, they can't do anything.

When I mentioned I'm was well into the 12-months warranty period, they said some phones have 6 month warranty period. Despite the fact that this is not the case with my phone, I asked why they are selling phones which are not compatible with UK networks, they never replied.

On their website, they claim: "These terms and conditions and all transactions relating to this website are governed by UK law and are subject to the jurisdiction of the UK courts". They also claim that they are abiding by The Consumer Contracts Regulations and The UK Consumer Rights Act.(https://www.wowcamera.com/Terms-Of-Use_ep_46-1.html) 

So I've checked them out on Companies House, they don't exist. I asked them to provide me with their UK warehouse address so that I can send them LBA, they provided me with their Hong Kong address. I can send the letter to their Luxemburg address, but doubt that's any use.

Can anyone advise on how I can take this further? Who to complain to? Any consumer rights? Or shall I just leave them reviews on consumer different websites, as I think people should know about this?

Thanks guys, any advice would help.

sheramber

They would only be recorded on Companies House if they were a ltd company.

There is no requirement for them to be. Not al businesses are ltd companies.

jonesey1985

They're an HK company.

Your chances of exercising any UK rights are essentially zero.

Sandtree

Presumably the phone was provided with its specification in the box? have you checked that against 3's requirements?

I understood the UK has one of the most basic 5G networks and so almost all "5G" phones will work here (if not all) and its more the issue that our phones wont work to the best when in the USA for example who have some higher frequencies (US iPhones support the full range but UK iPhones only the lower frequencies).

The other obvious one... you have changed your sim for a 5G one? I thought I could put my O2 sim into my iPhone13 and whilst it worked I didnt get any 5G, only 4G... O2 pointed out my sim was only up to 4G even though my plan included 5G and the sim was only 3 weeks old when I got my new phone

downwithpcn

Sandtree, yes I changed the sim, three sent a new sim, are and again was the same issue. We went through the settings and the 5G option is not even available. That's why I contacted LG and they confirmed this phone won't work in the UK, I can provide you with their email too. LG even said that is why this phone is not available on their UK website.

jonesey1985, thanks for your reply. I understand that it's a lost case, but are there any consumer groups to which I could complain? I mean they have a UK warehouse and operate in the UK, selling phones which won't work with UK networks. Also, where would be the best to leave feedbacks to warn other UK buyers?

JJ_Egan

Cannot really complain to UK consumer groups as its HK laws .

Feedback any mobile web forums etc , but 99% don't read them .

Alderbank

 ...this phone won't work in the UK...

I absolutely agree that your phone was mis-described and not what you contracted for.

However most phones in use in the UK are not 5G, and 5G service is unavailable in much of the UK. I suspect your phone does work but only on 3G and 4G?

It's like saying a TV which is HD but not 4K 'won't work in the UK'

elsien

It’s not a warranty issue any way is it? The phone isn’t faulty, more misdescribed as it’s just not set up to fully make use of all the options in this geographic area.
You do still have a working phone, just not with 5G. 

If there’s no base in this country to follow up with, you may have to prod them into redress via reviews/social media. Bit of a long shot though. 

cx6

There is not one '5G' - there are (at least) three types I believe. Some are fast but short-range, others slower but longer range (from the mast)

Not all phones (even in the UK) can connect to all 3 types. For example, the Galaxy S10 5G (UK version) was marketed as '5G' but could only connect to one of the 5G types.

It may be worth doing some research to find out what 5G frequencies and types your phone supports, and then comparing to he specs of the 5G provided by Three, EE, Vodaphone etc. It may well be that the phone is not 'incompatible with UK networks' as you state but just not with Three's (current) implementation.

You might also get better technical help posting on the Phones or Techie boards.

jonesey1985

cx6 said:

There is not one '5G' - there are (at least) three types I believe. Some are fast but short-range, others slower but longer range (from the mast)

Not all phones (even in the UK) can connect to all 3 types. For example, the Galaxy S10 5G (UK version) was marketed as '5G' but could only connect to one of the 5G types.

It may be worth doing some research to find out what 5G frequencies and types your phone supports, and then comparing to he specs of the 5G provided by Three, EE, Vodaphone etc

You might also get better technical help posting on the Phones or Techie boards.

I did the research and the phone supports all the 5G bands in use in the UK.

Alderbank

jonesey1985 said:

cx6 said:

There is not one '5G' - there are (at least) three types I believe. Some are fast but short-range, others slower but longer range (from the mast)

Not all phones (even in the UK) can connect to all 3 types. For example, the Galaxy S10 5G (UK version) was marketed as '5G' but could only connect to one of the 5G types.

It may be worth doing some research to find out what 5G frequencies and types your phone supports, and then comparing to he specs of the 5G provided by Three, EE, Vodaphone etc

You might also get better technical help posting on the Phones or Techie boards.

I did the research and the phone supports all the 5G bands in use in the UK.

You do realise that like most phones there is more than one version world-wide?
The OP's original post says 'Contacted LG and they replied: "Your phone is unable to access the 5G network".