A friend of mine ordered a phone+contract from Phones4u a few months back and got 2 phones to his surprise. He didn't react to it, but realised a few months later that he got charged for 2 contracts. He phoned Phones4u and even though theyadmit that a "technical glitch" caused them to accidentally put the order through twice and thus send 2 phones, they say he's reacted too late and will have to sit out BOTH contracts. This doesn't seem fair to me. Is there some place where he can complain?
2007-10-30 11:04:00 · 6 answers · asked by michael n 1 in Politics & Government ➔ Law & Ethics
This is a tricky one.
Its a fact of life that mistakes can and do happen. When your friend received the 2nd phone and, in trying to pull a fast one on the phone company, kept quiet he as good as accepted a contract. Had he contacted the phone company and informed them of the error, if the phone company failed to act then it would be a different matter. By not informing them that he has erroneously received an extra phone he has not given the phone company the opportunity to rectify their mistake. It may not seem fair that your friend has been told he has to sit out both contracts, but does it seem fair that your friend was willing to deceive the phone supplier?
Has he used the 2nd phone? If it is still new and boxed up he probably has more chance of reaching a compromise with the supplier as they can re-supply it to another customer.
You can try writing to Phones 4 U head office, and if no success there he can try Oftel as someone else has suggested.
Your friend should however bear in mind that he knew the terms of the contract for the phone he ordered, and on receiving a 2nd phone knew this wasn't part of the contract - so it is his actions that have put him in this position.
2007-10-30 22:39:57 · answer #1 · answered by KJ 5 · 0⤊ 0⤋
Your friend is contractually bound to pay for only one phone when he signed up with Phones4U.
The fact that he kept mum when he received two phones under two different accounts complicates the resolution procedures. He will have to prove that he "did not know what to do" about the other phone till the point he contacted phones4u.
By all means Phones4U will take the other phone back but I guess he will have to pay for the usages(if any).
2007-10-30 11:18:23 · answer #2 · answered by light h 2 · 0⤊ 0⤋
The only place he can complain to are firstly the phone network concerned, and if he gets no joy there, the courts.
I feel the phone company is correct. The company made an honest mistake, and your friend thought he was getting a phone for free, and the point has been reached where he must complete the contract or pay for the 2nd phone.
2007-10-30 11:12:53 · answer #3 · answered by Phil McCracken 5 · 3⤊ 0⤋
The first place to complain is Phones4U. He should write to their head office, say he's been treated unfairly and that one contract is void.
If they don't react, the next port of call is the telephone regulator Oftel http://www.oftel.gov.uk He should write to them with full details.
If all else fails, a County Court summons against Phones4U will do the trick. You can take these out online at
https://www.moneyclaim.gov.uk/csmco2/index.jsp
2007-10-30 11:12:56 · answer #4 · answered by Anonymous · 1⤊ 1⤋
An error is an error and should be corrected as soon as it discovered if only for good commercial relations. I should put your complaint in writing an lay out all the details with names if possible. At the end of the letter type inn cc The name of a national press consumer advisor and then send him a copy.
If he is able to help don't forget to tell him and thank him
2007-10-30 11:19:33 · answer #5 · answered by Scouse 7 · 0⤊ 0⤋
consumer direct there phone number is in yellow pages. they will advise you what your rights are and if nessasary will fight the case for you.
2007-10-30 11:13:17 · answer #6 · answered by gert 2 · 0⤊ 0⤋