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3 mobile Galaxy Nexus return - distance selling regulations?

james_lfcjames_lfc

Hi

I was wondering if anyone had any experience of returning a phone to 3? I am considering getting the Nexus on the one plan but if I don't like the phone I would like to know if it can be returned?

Maybe even under the distance selling regs?

Cheers
James

All Comments (34)

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    dimebars
    As soon as you turn it on the DSRs dont apply
    james_lfc
    dimebars
    As soon as you turn it on the DSRs dont apply


    really? :|

    So how am I suppose to know whether I am suited to the phone or not?
    dimebars
    That's not the point of the regs. It's not some sort of 'try before you buy' scheme
    dimebars
    Tell you what. You order the phone, stick your sim in and activate it. Then call 3 and tell them you want to return it.

    Come back then and tell me what they say
    dimebars
    Have you even bothered reading 3's website?

    http://www.three.co.uk/Support/Device_support/Returns
    winifer
    james_lfc
    dimebars
    As soon as you turn it on the DSRs dont apply


    really? :|

    So how am I suppose to know whether I am suited to the phone or not?


    Go to a shop and try it out? most phone shops will have phones you can try
    jah128
    dimebars
    As soon as you turn it on the DSRs dont apply


    dimebars
    That's not the point of the regs. It's not some sort of 'try before you buy' scheme


    What do you base this on? DSR's do not require a reason for cancelling an order in the cooling off period. There are exceptions - so best not use the supplied SIM and keep the phone as-new as is possible, but you should be able to return it.
    james_lfc
    I have read the 3 website but i just think it is a a bit **** that it can't be used at all, i was wondering if anyone on here had used the phone on WiFi before and then was still able to return it

    and I could go the shop, but you just get harassed by the pushy 3 staff, so I was hoping to test it and use it properly at home instead
    james_lfc
    jah128
    dimebars
    As soon as you turn it on the DSRs dont apply


    dimebars
    That's not the point of the regs. It's not some sort of 'try before you buy' scheme


    What do you base this on? DSR's do not require a reason for cancelling an order in the cooling off period. There are exceptions - so best not use the supplied SIM and keep the phone as-new as is possible, but you should be able to return it.


    Somebody finally talking sense, I am currently on 3 anyway but my sim only is about to expire, so i was considering checking this out first

    I was going to take the new contract and use the phone for a day or two with my existing sim, then if I like it i will keep and transfer my number. If i don't I would just like to return it? I would obviously do a factory reset of the phone first
    jah128
    Taking it out and about with you for a day or two might push your ability to keep it in an 'unused' state - that is going to be a risk you have to decide if you are happy to take...
    dimebars
    It's based on the fact that any items returned under DSRs should be returned in the same condition that they were received i.e. new and unused.

    It took me less than 30 seconds to find the bit on 3's website that applies to this. It's nothing to do with how good bad or indifferent their website is

    You are only looking for a way out of this if you feel that the phone isn't for you despite knowing full well (having read the website) that you can't.
    james_lfc
    jah128
    Taking it out and about with you for a day or two might push your ability to keep it in an 'unused' state - that is going to be a risk you have to decide if you are happy to take...


    I probably won't do just in case, but I will be using it around the house to see what the signal is like on the phone and to test it on wifi

    Do you think this would be okay?
    q44q
    dimebars
    Tell you what. You order the phone, stick your sim in and activate it. Then call 3 and tell them you want to return it.
    Come back then and tell me what they say


    sent back 3 phones to them no problem at all 2 had issues the last 1 told them i just did not like i had them all up and running so you have it completely wrong mate YES you can return a phone to 3 100%
    i used the last 1 for over a day and they was fine


    Edited By: q44q on Nov 30, 2011 14:53
    dimebars
    Doesn't matter what sim you put in it. You use it, you pay for it
    ajns23
    dimebars
    Tell you what. You order the phone, stick your sim in and activate it. Then call 3 and tell them you want to return it.

    Come back then and tell me what they say


    I have weak 3g signal in my area. 3 cancelled my contact straight away for me. no question asked and i returned the phone :) ( i even used the phone )

    Edited By: ajns23 on Nov 30, 2011 14:52
    james_lfc
    dimebars
    It's based on the fact that any items returned under DSRs should be returned in the same condition that they were received i.e. new and unused.

    It took me less than 30 seconds to find the bit on 3's website that applies to this. It's nothing to do with how good bad or indifferent their website is

    You are only looking for a way out of this if you feel that the phone isn't for you despite knowing full well (having read the website) that you can't.


    yeah you're right, as always. thanks.
    smashed
    Of course you can cancel...you may need to be a bit assertive if 3 try to argue with you tho.

    http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf
    How do the cancellation provisions apply to linked
    contracts for goods and services, for example a mobile
    phone and an associated airtime contract, or a modem
    and broadband service?
    3.30 There are normally two contracts in such situations – one for goods
    (the mobile phone or modem, for example) and the other for a
    service (such as the airtime or internet connection).
    3.31 In both cases the cancellation period starts when the contract is
    made. The time limits for cancellation of the goods and service
    contracts are explained at paragraph 3.22. With these types of
    contract it is possible to have cancellation periods running at different
    times and for the service contract to remain cancellable after the
    goods have been provided.

    ----

    Cancellation rights (Regulation 10)
    What cancellation rights do consumers have?
    3.22 The stage at which you provide your consumers with the required
    written information (see paragraph 3.10) will affect when the
    cancellation period ends.
    .
    .
    .
    For goods:
    n provided you give your consumer the required written information
    no later than the time the goods are delivered, their cancellation
    rights end seven working days after the day on which they
    received the goods
    .
    .
    .
    For services:
    n if you give your consumer the required written information on or
    before the day the contract is concluded, their cancellation
    rights will last for seven working days, counting from the day after
    the contract was concluded, or
    dimebars
    Qaaq - sending back because of 'issues' is an entirely different case from this
    smashed
    dimebars
    It's based on the fact that any items returned under DSRs should be returned in the same condition that they were received i.e. new and unused.

    It took me less than 30 seconds to find the bit on 3's website that applies to this. It's nothing to do with how good bad or indifferent their website is

    You are only looking for a way out of this if you feel that the phone isn't for you despite knowing full well (having read the website) that you can't.


    It took me all of 30seconds...
    http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

    Can I insist that consumers who cancel an order within the
    cancellation period return the goods as new or in their
    original packaging?
    3.58 No. Consumers are under a duty to take reasonable care of the goods
    while in their possession as discussed in paragraph 3.44. The DSRs
    allow consumers to examine goods they have ordered as they would
    in a shop. If that requires opening the packaging and trying out the
    goods then they have not breached their duty to take reasonable
    care of the goods. In these circumstances you cannot insist that
    consumers return the goods as new or in their original packaging.
    You may ask consumers to return goods with the original packaging,

    but you cannot insist on this. In the case of goods such as earrings
    that have hygiene seals, you may require consumers to exercise
    reasonable care by not removing the seals when examining them.
    dimebars
    ajns23 - again returned for an entirely different reason than this

    How can someone that's been on 3 for at least 12 months now claim weak signal?
    dimebars
    Smashed - tell me how you would examine the goods in a 3 shop. Would you be required to open the box? No.
    ajns23
    dimebars
    ajns23 - again returned for an entirely different reason than this

    How can someone that's been on 3 for at least 12 months now claim weak signal?


    If they switch off 2g in your area... youve got an our clause. they will cancel for you straight away.
    ajns23
    tbh 3 are a bang of cr** anyways. go with o2, vodafone... 14days return policy.
    dimebars
    And we aren't talking about the box.

    We are talking about using the phone and sending it back. Something which clearly contravenes 3's policy on returns.
    q44q
    dimebars
    Qaaq - sending back because of 'issues' is an entirely different case from this


    the last 1 told them i just did not like i had i up and running
    i used it for over a day and they was fine just kept all the bits n bobs sent it back as near as it arrived but open n used no problem at all
    and i got them to get it picked up from my home as well

    Edited By: q44q on Nov 30, 2011 15:02
    smashed
    dimebars
    And we aren't talking about the box.

    We are talking about using the phone and sending it back. Something which clearly contravenes 3's policy on returns.


    3's policy cannot override basic DSR's.

    Trust me, I have done this before with Vodafone.

    Re-read post #17...they specifically mention Mobile Phones and a contract.

    Or is it that you are correct and the Office Of Fair Trading are wrong.
    dimebars
    The DSRs are not some form of home approval scheme

    You can examine the goods yes, but using them is an entirely different matter
    smashed
    Bottom line OP..
    Yes you can try this...and yes you have the right to cancel for 7 working days starting the day after you receive the goods. Note that working days are Mon - Fri exc bank holidays. Vodafone tried to tell me that they worked weekends and that therefore I had exceeded my 7 days. They had to back down :)
    james_lfc
    smashed
    Bottom line OP..
    Yes you can try this...and yes you have the right to cancel for 7 working days starting the day after you receive the goods. Note that working days are Mon - Fri exc bank holidays. Vodafone tried to tell me that they worked weekends and that therefore I had exceeded my 7 days. They had to back down :)


    Haha, cheers mate ... I will let you know how I get on
    smashed
    One thing to note...depending on whether you think you are likely to keep the phone...
    It may be better to find a company with free delivery and free returns.
    You could then try the phone and send it back.
    You could then order the phone and service from o2, 3 etc once you are sure...

    It sounds more of a hassle but it may actually be easier than arguing with 3 etc.
    gbisthebeesknees
    I've been with 3 since July last year. Eight weeks ago the signal started dropping out occasionally. It was worse on an evening. Now it's at the point of not being good enough to speak on during the day too - it's like having a hearing impairment as the signal just cuts out and sometimes the call ends - so I'm struggling to hear what people are saying and having to ask people to repeat themselves often. I hadn't thought too much about it - thought maybe it was my iPhone 4. Then my partner got a Samsung Desire S delivered yesterday and he experienced the same thing immediately. It's not very good, is it? Phoning 3 hasn't provided any joy just yet - he wants to return the phone and they are not providing a returns address. It's important to get it sorted asap as his old mobile contract runs out in 4 days time.
    Also, there's a noticeable lack of content when you Google an enquiry such as this - are 3 sensoring web content? Call me paranoid.
    Lastly, call us something else for going with 3 again despite the issues I've been having.
    I'll keep this forum updated with what happens.
    guv
    Three DO insist you cannot return phones once you've put the sim in. I recently got into a row with them when after a couple of days the network proved to be crap.

    They tried to refuse me cancelling even though it was a sim only deal with no phone.

    Though I got it sorted, that's the gotcha in their eyes.... ie DSR isn't for you to cancel a contract. They will claim it's not the fact you used the phone - but that you had stated making calls on the sim and activated the sim and phone together.

    three are pants.
    gbisthebeesknees
    Eight weeks ago the signal started dropping out occasionally. It was worse on an evening. Now it's at the point of not being good enough to speak on during the day too - it's like having a hearing impairment as the signal just cuts out and sometimes the call ends - so I'm struggling to hear what people are saying and having to ask people to repeat themselves often. I hadn't thought too much about it - thought maybe it was my iPhone 4. Then my partner got a Samsung Desire S delivered yesterday and he experienced the same thing immediately.


    Okay - so, got some things to share. Firstly, he got a new contract with TMobile - risky, we know (to be signed up to two 2 year contracts). He decided that he was going to see this through with 3 Mobile. Then, after freaking out a little when the same thing happened with this new phone, he sat down and had a think. Eureka! He tried turning the 3G signal off on the new TMobile phone. Bingo. The problem we were both having was that 3 Mobile only operate on the 3G network. In the flat, and for about 300 yards in any direction out of the flat, it was crap (we did discuss how he could take walks when he was going to use the phone - flashback 70 years or so - we were feeling that overwhelmed and in need of a solution).

    So, he had a working phone with TMobile. But a contract for 2 years with 3 Mobile for a useless phone. Okay, not useless, we could have moved house. The thought did occur.

    The next step was to continue the battle to make 3 realise what they were doing (by not letting him out of the contract) was a) unfair, and b) illegal. So approx. £45 has been spent on phone calls to 3, consumer laws have been looked into and quoted in emails and letters (sent by recorded delivery). The response from everyone he spoke to was 'this is not possible, you cannot simply end your contract'.

    Two or three days ago he got a call from 3 to say that they were sending him a bag to send his phone back in. He asked for confirmation in writing that his contract is going to cease. He received that yesterday - and a bag for his phone. Let's just hope that they get that back safely (of course, recorded delivery).

    The crux of the legal side was that he bought the phone online. If he'd have bought this in a store it looks like it would have been much more difficult (ha!) to get out of the contract. But a cooling-off period for internet purchases is the law - I think it's seven days.

    And it's lucky that he's shockingly good at writing combined with persistent.

    I hope this helps somebody else who in dealing with any big corporation doesn't feel powerless if they have a justified and fair complaint. Be clear in what you say, write down everything that happens and make it clear that you have (but only if you have) the time and energy to see it through to court if needs be.

    And if you want to enjoy reading some lovely, unusual complaints letters, then look here. Reminds me not to take the world, or myself, so seriously.

    Anyway, it was an awful week and in hindsight the clue should have been my phone playing up that indicated there should be a bit more thought before signing so much money away.

    And re. my phone. Well, they might mend the signal?!!! I do not have the time and energy right now to take on 3 mobile. They are a force to be reckoned with.

    Lesson learnt: be careful where you spend your money.
    gbisthebeesknees
    If anyone would like to contact the head office of 3 mobile then please try the following address. This was on the back of an envelope from 3 mobile - an address my partner had asked for again and again but had been refused.

    Executive Office
    Hutchinson 3G UK Ltd
    123 St Vincent Street
    Glasgow
    G2 5EA

    Best of luck.

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