topic Re: Cancelling an upgrade ordered to store in Archived Posts

Cancelling an upgrade ordered to store

Cornish78 — Wed, 24 Apr 2019 20:11:46 GMT

Hi, I recently visited an EE franchise store as I am due an upgrade, I’ve been with Apple for ages but can’t justify the cost of the latest handsets.

The store staff sold me on the idea of a Galaxy Watch and Huawei P30 Pro which handily come in at slightly lower than my iPhone 7 Plus and series 3 Apple Watch.

I have the watch already but phone is taking a while to get in the colour I want.

I have come across numerous issues with the Galaxy watch, it’s basically garbage and doesn’t do any of the things I need it to. As the watch combo is important to me I’ll need to cancel both. I know I can get EE to cancel and collect the watch, but what about the handset as it’s not actually completed the upgrade yet, do I have to go to the store and tell them, or do I have to wait for the phone to turn up and cancel it? It’s wholly inconvenient as the EE store isn’t particularly local to me so I only want to have to make one trip.

Re: Cancelling an upgrade ordered to store

Chris_B — Wed, 24 Apr 2019 21:34:47 GMT

@Cornish78 If you upgraded in a store then you need to go back to that store. You do get a 14 day cooling of period with store sales and if your told any different I can provide you with information that says different.

Re: Cancelling an upgrade ordered to store

Schockwave — Wed, 24 Apr 2019 21:39:50 GMT

@Cornish78 , unfortunately there is nothing that can be done here. You will have to go back to the store and see if they can cancel your order if you have not already received the item, but there is no return of the item once you have got it from the store, as you were able to have a look at it there and then, unless the item is faulty.

It is different if you order online or by phone, then you have the possibility of returning the item, which I believe is within two weeks of receiving the item.

Not sure whether you can cancel the order from the store, but you will have to speak to them directly.

Re: Cancelling an upgrade ordered to store

Schockwave — Wed, 24 Apr 2019 21:43:07 GMT

@Chris_B , I thought there was no cooling off period in store, if you got the item from there, only online or by phone, correct me if I am wrong.

Re: Cancelling an upgrade ordered to store

XRaySpeX — Wed, 24 Apr 2019 21:58:28 GMT

@Chris_B wrote:

You do get a 14 day cooling of period with store sales

There is no 14 day cooling-off period with store sales. There is consumer law regarding faulty goods but that's not a cooling-off period per se.

Re: Cancelling an upgrade ordered to store

Cornish78 — Wed, 24 Apr 2019 21:43:39 GMT

Even though they basically sold me something not fit for purpose? I haven’t collected the phone yet, I did collect the watch but EE have already told me over the phone that I can return it to them.

Re: Cancelling an upgrade ordered to store

Schockwave — Wed, 24 Apr 2019 21:46:02 GMT

Well, @Cornish78 , you will then have to go to the store, but am sure you cannot return the item unless faulty.

Re: Cancelling an upgrade ordered to store

Chris_B — Wed, 24 Apr 2019 21:49:46 GMT

@XRaySpeX I did not put that at all. Please show me where I said NOT.

And yes as I said I can provide proof that you can cancel within 14 days of a store sale. In fact I have it in front of me right now.

Re: Cancelling an upgrade ordered to store

XRaySpeX — Wed, 24 Apr 2019 21:52:43 GMT

If it is not fit for purpose then you are protected by consumer law regardless of any store's policy. The store only has a policy of no cooling-off period for change-of-mind returns. This does not overrule your statutory rights in the case of faulty, not as described or not fit for purpose goods.

Re: Cancelling an upgrade ordered to store

Cornish78 — Wed, 24 Apr 2019 21:53:09 GMT

@Schockwave What if I just don’t collect it? Therefore the upgrade will not be completed, not that I’d like to do it that way. I got the watch in store and EE are happy for me to return that. As the phone wasn’t available to see as they didn’t have the one I wanted in stock surely I can argue it’s not what I want?

Re: Cancelling an upgrade ordered to store

Chris_B — Wed, 24 Apr 2019 22:01:13 GMT

Before you ask here is the delivery note I got with a contract phone from EE. Please note the date also.

Please read the last part.

Re: Cancelling an upgrade ordered to store

XRaySpeX — Wed, 24 Apr 2019 21:54:22 GMT

Sorry, @Chris_B , I was correcting your incorrect statement of fact. I'll rephrase it.

Re: Cancelling an upgrade ordered to store

Chris_B — Wed, 24 Apr 2019 21:56:30 GMT

@XRaySpeX Did you read what’s in the image. Clearly says store sale and 14 days so please stop giving incorrect information when you clearly have no way to prove what your saying and yet I very clearly do.

Re: Cancelling an upgrade ordered to store

Chris_B — Wed, 24 Apr 2019 22:04:29 GMT

Sorry the 2nd image will not post even from a different browser. Still you can zoom in on my first image.

@Cornish78 Seeing as you don’t have the device and you had to order and you did this via a store you can cancel it.

14 day cooling of period via a store order as per my delivery note from EE.

Re: Cancelling an upgrade ordered to store

XRaySpeX — Wed, 24 Apr 2019 23:20:55 GMT

@Chris_B : I'm going by EE's stated How do I cancel a contract within 14 days? policy:

How do I cancel a contract within 14 days in store?

We don’t offer a change-of-mind policy in store but if you’re experiencing coverage issues, or our coverage doesn’t meet your expectations, you can return your purchase within the first 14 days to any of our stores.

Also EE retail returns policy :

• Within 14 days: You can cancel your account for ‘no coverage’ – ie if you don’t have sufficient network coverage.

which I understand is displayed in EE stores.

Well, your delivery note seems to imply that you may return the goods for any reason, not just for 'no coverage'. I don't believe that to be true in the light of EE's documented policies. I wouldn't like to say which would be followed were you to try & take an item back. Nevertheless, despite the store's policy, you can always fall back on your statutory rights where the goods are faulty incl. not fit for purpose as here.

Well, is that enough "proof" for you of the contrary position?

Re: Cancelling an upgrade ordered to store

Chris_B — Thu, 25 Apr 2019 05:54:20 GMT

@XRaySpeX I know what they state and after I got this I know that they do not state that on this delivery note. As you cannot except what I originally put even though I said I had proof and you had no idea what that proof was/is or from who you still come back trying to get the better of me what is wrong with you.

Re: Cancelling an upgrade ordered to store

Profile closed — Thu, 25 Apr 2019 06:02:03 GMT

@Cornish78 you might find that once you get the P30 Pro the Galaxy Watch performs much better. And you might be very happy with the P30 Pro itself, too.

Re: Cancelling an upgrade ordered to store

Cornish78 — Thu, 25 Apr 2019 06:07:43 GMT

@Profile closed I have no issues with the P30 Pro as a phone, but I’ve already checked with tech support at EE and Samsung who both confirmed without a Samsung phone the watch doesn’t provide basic features like replying to texts. It also doesn’t use the same number when out of Bluetooth Range of phone. If I didn’t need a watch too I’d gladly swap to the Huawei