T-Mobile - refusing to pay for return of faulty handset - HotUKDeals
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T-Mobile - refusing to pay for return of faulty handset

robot1000 Avatar
6y, 6m agoPosted 6 years, 6 months ago
I purchased a T-mobile pulse under a week ago and the touch screen is unresponsive. I contacted T-mobile who informed me that they will send me a Royal Mail returns envelope.

I received the envelope this morning but there is no pre-paid label on it. I've just given them a ring and they've told me that I would have to pay for the returns postage myself.

This is completely disgraceful, as it clearly states in the DSR that If the goods are faulty or do not comply with the contract, the retailer will
have to pay for their return whatever the circumstances.

How can they clearly ignore my statutory rights?!

Has anyone got an email address that I can complain to?
robot1000 Avatar
6y, 6m agoPosted 6 years, 6 months ago
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Comments/page:
#1
[email protected]
#2
^ Thanks
#3
Babbabooey
[email protected]

used to actually have the VIP number.. all problems were dealt with straight away..no id checker or hoops to jump through ... went straight to the top .. eventually I left Tmobile..and they did their best to stop me taking my magic number with me.. now with vodafone ...idyllic ..
#4
its not the dsr which covers you but the SOGA, this will only cover you if it was t-mobile you actually bought the phone from.
#5
maddogb
its not the dsr which covers you but the SOGA, this will only cover you if it was t-mobile you actually bought the phone from.


Thanks for that, I contacted TS before checking this forum this morning and they've confirmed what you've just said

I've just emailed them and I'll get back here once I get a response
#6
Anyone got a contact number as the automated email response suggests that it takes 5 days to get a response?
#7
I've just received a response and they're sending me a cheque of £10 to cover the cost of purchase.

They also mentioned the following:

If a customer orders a phone from us, and a fault develops, then we would arrange a courier exchange within the first seven days. This means a courier would come to you and provide you with a brand new replacement, and collect the faulty equipment. If this option was not provided to you, then please accept my sincere apologies.


The thing is, I don't want a replacement I just want my money back. It seems they are breaching their customer statutory rights if a phone is faulty and the customer decides to return it for a refund. It seems in that case they require the customer to pay for it's return, which doesn't seem in line with what trading standards told me

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