Giffgaff Refurbished Phone Not as described

born_again

Dipp99 said:

Yes thats their description of Good condition, but I bought this phone as Like New, which it isn't.

The condition of the phone is agreed between us as only good, so not as described/purchased.

The problem isn't getting a normal "Not as described" refund - they are offering this and if they weren't it would be a clear case in consumer law.

The problem is that I'd like to keep it, but it isn't as described when purchased.  Is it a reasonable request to expect to pay the price only for the condition phone it is agreed to be?

So they have offered a resolution & are happy to refund you, but you do not like that option?

Clearly they can't replace it, as you said they have no more. So they have then offered the next best as full refund.

You can try asking, but they do not have to agree to a reduction.

Screen: Like new. No visible scratches.

Body: Like new. No visible scratches.

Technical:All giffgaff refurbished phones are cleaned and tested (incl. battery, touchscreen, camera, etc...) by our suppliers, to ensure they are in 100% working condition.

So as they clean the phone, they would not see any scratches that only appear after the phone screen is dirty.

MattMattMattUK

Can you show us a picture of the screen?

My guess is that it is not scratches as such, but that the oleophobic coating has partially rubbed off from one area of the screen. You can buy either screen protectors, or spray to re-apply the coating from Amazon (other retailers are available) for £5-20. 

https://www.ifixit.com/Guide/How+to+Restore+or+Apply+an+Oleophobic+Coating/9682

Ergates

In principle, yes, it is reasonable to ask for a reduction in price to match the phones actual condition (vs the advertised and paid-for condition) - this would seem to be the best solution under the circumstances.  You get to keep the phone, they get to keep the sale, and you only pay what you would have if it had been described correctly.

The issue will be whether GiffGaff staff are able to offer this.   Some retailers have very rigid processes meaning if an option hasn't been added to the "list" of available options they can't do it no matter whether or not it makes sense.

born_again

Ergates said:

In principle, yes, it is reasonable to ask for a reduction in price to match the phones actual condition (vs the advertised and paid-for condition) - this would seem to be the best solution under the circumstances.  You get to keep the phone, they get to keep the sale, and you only pay what you would have if it had been described correctly.

The issue will be whether GiffGaff staff are able to offer this.   Some retailers have very rigid processes meaning if an option hasn't been added to the "list" of available options they can't do it no matter whether or not it makes sense.

Or if after a month, they feel it is user damage.

Ergates

born_again said:

Ergates said:

In principle, yes, it is reasonable to ask for a reduction in price to match the phones actual condition (vs the advertised and paid-for condition) - this would seem to be the best solution under the circumstances.  You get to keep the phone, they get to keep the sale, and you only pay what you would have if it had been described correctly.

The issue will be whether GiffGaff staff are able to offer this.   Some retailers have very rigid processes meaning if an option hasn't been added to the "list" of available options they can't do it no matter whether or not it makes sense.

Or if after a month, they feel it is user damage.

It sounds like they've agreed that it was like that when sold - it's just they're offering a full refund as the only option rather than the OPs preference for a price reduction.