Faulty product nightmare Desperately need help

pinkshoes

Just to check that it's faulty, I would purchase from elsewhere and double check that it's not the thing you're putting it in that's faulty!

As you bought it online, then it would have been easier to return it under distance selling and pay the £3 ish postage to return it. You would then be entitled to a full refund. Depending on their T&Cs would depend on whether they are technically liable for the return postage cost too!

The money you spent on the phone call is gone. At least you know now to look up how much calls cost in future.

This company is clearly an awful one, so just keep contacting PayPal, make it clear you are happy to return the faulty product and would like a pre-paid envelope. I wouldn't trust this company to "examine" the item as they're clearly going to state it isn't faulty. 

Grumpy_chap

jord001 said:

I just said "At this point in time either option would be an ideal solution to the problem (Either a replacement or a refund and i would return the faulty goods at their cost as its faulty). However if this is not an acceptable solution for you WE do have other options".  

I am not sure what your last sentence is insinuating however I would think very carefully as to your next email. Staff are not here to be threatened or have customers imply threats.

This is unacceptable.

Although I don't agree, I can see how the ending "WE do have other options" could have been read as threatening if the recipient interpreted that to mean you'd be around with a group of mates from the pub and baseball bats.

You have now explained that you really only meant chargeback, but the recipient may not have known that was what you meant form the first reading of the message.


You do now seem to have the resolution you need - money refunded through chargeback and the supplier requiring the return of the item.

born_again

Niv said:

I found the company you purchased from , they sound awful. Fingers crossed that you get your money back.

Care to share it with the rest of us?

Given the item can be bought from multiple sources?

Alderbank

born_again said:

Niv said:

I found the company you purchased from , they sound awful. Fingers crossed that you get your money back.

Care to share it with the rest of us?

Given the item can be bought from multiple sources?

The OP confirmed the trader as Savemylight on another forum, Electrician Forum
 https://www.electriciansforums.net/threads/huibolong-htv60c1-transformer.210078/
where he was given excellent technical advice recommending an alternative, more robust transformer.
I believe he then very sensibly came to MSE forum for advice on his consumer rights in pursuing a refund for the faulty item from Savemylight.

Savemylight claim they are the only UK seller of the htv60c1 and I think that might be true.

movedto03

DullGreyGuy said:

087 numbers are not strictly speaking "Premium rate" but are more expensive than others... for a home phone their charge is capped at 13p per minute but naturally mobiles can be more expensive. 
...

ALL 084, 087, 09 and 118 numbers are premium rate.

Since 1 July 2015 the call charge for these has been split in to two parts:
- an Access Charge, at a per-minute rate, going to the caller's landline or mobile phone provider, and
- a Service Charge, at a per-call and/or per-minute rate, going to the called party and their telecoms supplier.

The Service Charge levied on calls to 084, 087, 09 and 118 numbers is an additional (aka "premium") charge that is not present in the charges for calls to geographic numbers starting 01 or 02, non-geographic numbers starting 03, or mobile numbers starting 071-075 or 077-079. With all of those, you pay only your provider for the call - whether that be a monthly fee for an inclusive bundle of calls, or for each individual call at a per-minute rate - there is no opportunity for revenue to flow to the called party.

A subset of 084, 087, 09 and 118 numbers are defined as Controlled Premium Rate Services (CPRS) and it is these that are subject to additional regulation, as defined in SI:2024:1046 - The Regulation of Premium Rate Services Order 2024. This replaced the PSA's previous Code Of Practice "Code 15" on 1 February 2025 when the PSA was disbanded on 31 January 2025. CPRS numbers are those where the Service Charge is more than 7p per call or per minute, or are used by specific defined types of service (e.g. chatlines, "adult" entertainment, and call connections) irrespective of prefix (including 084) or price.

Alderbank said:

The phone call is not covered by consumer rights. I think premium rate numbers are a poor business practice but there is no obligation even for them to offer any phone number.
...

Regulation 41 of SI:2013:3134 - The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the associated Guidance, makes clear that premium rate 084, 087 and 09 numbers are not permitted for post-sales customer contact. Permitted numbers start 01, 02, 03 or 080 - and ordinary mobile numbers for small traders. The regulations also require a refund of the call charges from traders in breach of the regulations.

For an 087 number, when the Access Charge and Service Charge are added together, some callers are paying almost £ 1 per minute above the "Basic Rate". An equivalent call to a "Basic Rate" number, included in your allowance, would be 0p per minute

powerful_Rogue

movedto03 said:

DullGreyGuy said:

087 numbers are not strictly speaking "Premium rate" but are more expensive than others... for a home phone their charge is capped at 13p per minute but naturally mobiles can be more expensive. 
...

ALL 084, 087, 09 and 118 numbers are premium rate.

Since 1 July 2015 the call charge for these has been split in to two parts:
- an Access Charge, at a per-minute rate, going to the caller's landline or mobile phone provider, and
- a Service Charge, at a per-call and/or per-minute rate, going to the called party and their telecoms supplier.

The Service Charge levied on calls to 084, 087, 09 and 118 numbers is an additional (aka "premium") charge that is not present in the charges for calls to geographic numbers starting 01 or 02, non-geographic numbers starting 03, or mobile numbers starting 071-075 or 077-079. With all of those, you pay only your provider for the call - whether that be a monthly fee for an inclusive bundle of calls, or for each individual call at a per-minute rate - there is no opportunity for revenue to flow to the called party.

A subset of 084, 087, 09 and 118 numbers are defined as Controlled Premium Rate Services (CPRS) and it is these that are subject to additional regulation, as defined in SI:2024:1046 - The Regulation of Premium Rate Services Order 2024. This replaced the PSA's previous Code Of Practice "Code 15" on 1 February 2025 when the PSA was disbanded on 31 January 2025. CPRS numbers are those where the Service Charge is more than 7p per call or per minute, or are used by specific defined types of service (e.g. chatlines, "adult" entertainment, and call connections) irrespective of prefix (including 084) or price.

Alderbank said:

The phone call is not covered by consumer rights. I think premium rate numbers are a poor business practice but there is no obligation even for them to offer any phone number.
...

Regulation 41 of SI:2013:3134 - The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the associated Guidance, makes clear that premium rate 084, 087 and 09 numbers are not permitted for post-sales customer contact. Permitted numbers start 01, 02, 03 or 080 - and ordinary mobile numbers for small traders. The regulations also require a refund of the call charges from traders in breach of the regulations.

For an 087 number, when the Access Charge and Service Charge are added together, some callers are paying almost £ 1 per minute above the "Basic Rate". An equivalent call to a "Basic Rate" number, included in your allowance, would be 0p per minute

This thread is over 15 months old.

QrizB

powerful_Rogue said:

This thread is over 15 months old.

That poster seems to have a thing about premium rate numbers. The account was created today and has posted on that topic six times so far.

movedto03

powerful_Rogue said:

This thread is over 15 months old.

I looked at the date and it registered as a couple of months ago. Now I see it was a year before. The thread was still open for replies.

QrizB said:

The account was created today

Anyone can check to see if that is true. What are you implying? Thanks for the welcome.

user1977

movedto03 said:

powerful_Rogue said:

This thread is over 15 months old.

The thread was still open for replies.

Generally speaking all threads here remain open for replies. That doesn't mean it's sensible to resurrect them. All that tends to happen is others assume it's a new thread and start answering the OP.