SMARTY mobile not so smart after all?

walesdave

Call them and speak to another advisor? Might get a better response. I had a problem removing a member on a family account and the chap on the phone wasn't to clued up, I gave up after a while then called back spoke to another person who was a bit more on the case and told me what I needed to d.

savergrant

mikcatta said:

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?

Can you point out where they told you about the trial period? I have never come across a 30 day sim with a 14 day trial before, it sounds a bit belt and braces.
Consumer protection covers goods and services, and technically you have signed up to a service rather than purchased goods I suspect. This is from which;

When the 14-day cooling period starts depends on whether the contract is for goods or a service.

• For goods purchased at a distance, the 14-day cooling period starts from the date you take ownership of the goods. You can cancel the goods at any time from the moment you place your order and up to 14 days from the date they arrived.
• For services purchased at a distance the 14-day cooling off period starts the day after you entered into the contract for the service.

So smarty are entitled to say that you entered into the contract on say 1st so the 14 days runs 2nd-15th and you hadn't informed them of your wish to cancel before the end of 15th.
I suppose that means you have 14 days to cool off plus whatever is left of the day you signed up. For goods you have 14 days to inspect them which seems generous to me.

mikcatta

I have received confirmation from SMARTY that having escalated the case to the complaints department, they will indeed now be refunding the full amount. Case closed