Policies

[Gemma116]

Hi all. So I upgraded my phone, as soon as I set it up I had no service. Long story short turns out said phone was faulty proven by sales team in the shop the next day. I was now put off the phone because of this and wanted to get a different one. The team informed me they could only do a like for like exchange, even after I pointed out that it states online and on the receipt that I was entitled to get a refund and cancel my contract within 14 if there was no coverage plus the phone was faulty. Still they were sure like for like only so I walked away and now I’ve got the same phone but a new one that works but still unsure of it. So who’s right, who’s wrong, what is the actual policy? Many thanks 

[Schockwave]

Hello @Gemma116 ,

Welcome to the community, 

the 14 day cooling off only applies to online and phone orders, not in a high street shop, so the shop assistant was correct. 

You had the option of looking at it before making your mind up and could have asked about the phone before deciding, if it is working, then that is good.

[Gemma116]

Hello, 

I was happy with what phone I had selected, it’s only after I got it home and set it up and it failed did I then question the reliability. You would automatically presume the phone is in working order if it is brand new and not be faulty. It does not state the like for like exchange, on a in store till receipt nor online, perhaps this could be made clearer, also I would’ve thought my consumer rights of being entitled to ask for a refund if the item was faulty would’ve come into play. Thankyou for the reply, I will keep my fingers crossed for the next 2 years