SMARTY mobile not so smart after all?

mikcatta

I've been having issue with the GiffGaff/O2 mobile signal at home which made making & receiving calls impossible, so thought I would take a look at both Lebara & SMARTY as they use the Vodafone & 3 networks respectively.

Unfortunately Lebara didn't work and they never got back to me. SMARTY-mobile said that I could try their service for 14 days and if not satisfied I could get back my money (only £6 but hey ho) worth a go a thought.

Whilst their Wifi calling was great, I found that when I go for a run, the signal in the area just isn't good enough, so listening to the MSE podcast wouldn't work So after 10 days, I decided to cancel. 

They are now saying that the 14 days trial period starts when I ordered the SIM, despite the fact that when I activated the SIM 10 days ago, it said that is when the trial starts. As a "goodwill" gesture they are offering to refund 50% of the money and only 50% because I used the service. How am I supposed to trial a service without actually using it is beyond me!

So, after a stale-mate with customer services, I have put in a complaint as I believe they have mislead me. Has anyone else suffered at the hands of these SMARTY mobile folks?

MikeJXE

If you ordered online the 14 days starts the day after you receive the item

I had trouble with signal so I went for wifi calling 

Chose Asda on Vodafone and it works great at £5 A month all inclusive and 3GB data 

mikcatta

MikeJXE said:

If you ordered online the 14 days starts the day after you receive the item

I had trouble with signal so I went for wifi calling 

Chose Asda on Vodafone and it works great at £5 A month all inclusive and 3GB data 

It said the 14 days started when I activated the SIM (10 days ago). Does Asda offer WiFi calling?

eskbanker

I think there are two different 14 day periods being discussed here:

1. That governed by the Ts & Cs of this provider's trial period
2. The (statutory) cancellation period for distance purchases

The latter does indeed start from delivery but the regulations entail pro rata payment for services used during that period, so if OP used the service for more than half of the 14 days but is being offered a 50% refund then that's likely to be the best outcome!

MikeJXE

mikcatta said:

MikeJXE said:

If you ordered online the 14 days starts the day after you receive the item

I had trouble with signal so I went for wifi calling 

Chose Asda on Vodafone and it works great at £5 A month all inclusive and 3GB data 

It said the 14 days started when I activated the SIM (10 days ago). Does Asda offer WiFi calling?

Yes thats why I went with Asda, no cellular signal in my flat 

visidigi

Is your complaint about £3?

I would vote with your feet and privately advise your friends of your experience...

Alderbank

MikeJXE said:

If you ordered online the 14 days starts the day after you receive the item

I had trouble with signal so I went for wifi calling 

Chose Asda on Vodafone and it works great at £5 A month all inclusive and 3GB data 

Remember, this is a money-saving site...

I am currently using Lebara which is an MSE top pick. Just like ASDA it is on Vodafone and includes wifi calling. It is a monthly contract and I pay the equivalent of £3.50 a month for 5GB data. It include 5G (if available) as do all Lebara deals. I believe ASDA only provides 5G for deals above £10 a month.

Another top pick is TalkMobile which also is on Vodafone with wifi calling and gives you 6GB for £3.50

An even better top pick is a Lebara with wifi calling and 5G on Vodafone, 12G data for the equivalent of £3.57 a month.

https://www.moneysavingexpert.com/cheap-mobile-finder/sim-only-filters/

MikeJXE

Alderbank said:

MikeJXE said:

If you ordered online the 14 days starts the day after you receive the item

I had trouble with signal so I went for wifi calling 

Chose Asda on Vodafone and it works great at £5 A month all inclusive and 3GB data 

Remember, this is a money-saving site...

I am currently using Lebara which is an MSE top pick. Just like ASDA it is on Vodafone and includes wifi calling. It is a monthly contract and I pay the equivalent of £3.50 a month for 5GB data. It include 5G (if available) as do all Lebara deals. I believe ASDA only provides 5G for deals above £10 a month.

Another top pick is TalkMobile which also is on Vodafone with wifi calling and gives you 6GB for £3.50

An even better top pick is a Lebara with wifi calling and 5G on Vodafone, 12G data for the equivalent of £3.57 a month.

https://www.moneysavingexpert.com/cheap-mobile-finder/sim-only-filters/

I do know that but just because there are cheaper offers they would be useless if they don't  work in your areas 

I did not say Asda was the cheapest I said I chose Asda because it worked where I live 

mikcatta

Alderbank said:

MikeJXE said:

If you ordered online the 14 days starts the day after you receive the item

I had trouble with signal so I went for wifi calling 

Chose Asda on Vodafone and it works great at £5 A month all inclusive and 3GB data 

Remember, this is a money-saving site...

I am currently using Lebara which is an MSE top pick. Just like ASDA it is on Vodafone and includes wifi calling. It is a monthly contract and I pay the equivalent of £3.50 a month for 5GB data. It include 5G (if available) as do all Lebara deals. I believe ASDA only provides 5G for deals above £10 a month.

Another top pick is TalkMobile which also is on Vodafone with wifi calling and gives you 6GB for £3.50

An even better top pick is a Lebara with wifi calling and 5G on Vodafone, 12G data for the equivalent of £3.57 a month.

https://www.moneysavingexpert.com/cheap-mobile-finder/sim-only-filters/

Thank you for your comments. I did post this in the "consumer rights" section. As mentioned in my post, I did try Lebara  (based on the fact it is an MSE top pick), but it didn't work and I gave up chasing them.

mikcatta

visidigi said:

Is your complaint about £3?

I would vote with your feet and privately advise your friends of your experience...

Not really no. I currently stand to loose this month's payment in full, but again that's not what this is about.

When I activated the SIM, it said I had 14 days to evaluate the service, which was 10 days ago. Now they are saying the 14 days started when I ordered the SIM (moving the goal posts). Given the time delay in getting post, I could of easily seen that trial period disappear before I had even received the SIM. As it was, there was no mention of 14 days trial until I activated.

the_lunatic_is_in_my_head

https://www.legislation.gov.uk/uksi/2013/3134/regulation/30

(2) If the contract is—

(a)a service contract, or

(b)a contract for the supply of digital content which is not supplied on a tangible medium,

the cancellation period ends at the end of 14 days after the day on which the contract is entered into.

For goods it's typically 14 days from receipt 

So the question is when did you enter into a contract for the service?