Unique Mobiles Refund Policy

LSausageBaron on 06/06/2014 - 11:32

Hi Everyone,

I am new to the forums but am seeking any advice you could offer on the following matter:

My wife purchased a Nokia Lumia 1020 from unique mobiles about a month ago, it was listed as import (which was fine) and UNBRANDED. Upon receiving it, the phone had vodafone branding on it (and was in Italian but that was import stock)and when she contacted them they merely brushed it off and said "the phone still works."

I stepped in and they admitted their fault promising to send us a NEW phone but all they did was flush the old firmware and install Australian firmware on it. We were willing to let this go however the unit itself turned out to be faulty. The charger that came with the phone can only take it to a 50% charge so we used another charger and though the phone managed to get to 100%, we left it on overnight with all background tasks turned off and it was still completely flat/dead 5 hours later.

Now we would like a refund but the company has a policy stating we have to pay a certain percentage restock fee, considering they have stuffed up twice with no remorse (actually got the rep to admit to sending me back the same phone despite his promise of a new one) - does anyone know a way around this?

I have lodged a complaint with Fair Trading but they keep telling me it is too soon for me to call up and demand results.

Any advice or help would be really useful.

Thanks everyone.

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Comments

  • PissLUR on 06/06/2014 - 12:15

    This is what you get for getting a grey-import phone from an overseas company.

    No one can help you.

    • [Deactivated] on 06/06/2014 - 13:21
      +1

      from an overseas company.

      I wouldn't classify "Eagle Farm, QLD" as overseas. Unique Mobiles is an Australian company (ABN 74 164 554 401). The ACL applies.

      • PissLUR on 06/06/2014 - 13:39

        when you are buying their grey import products, you are actually dealing with their sister company.

        • [Deactivated] on 06/06/2014 - 13:48
          +1

          http://www.uniquemobiles.com.au/import

          … Import Direct products mostly do not have a manufacturer’s warranty, but come with a voluntary warranty provided by Blue Rabbit Limited and the statutory protection of the Australian Consumer Law Act …

  • Store RepTechano @ Unique Mobiles on 06/06/2014 - 13:31

    Hi There,

    Thank you for sharing your feedback and bringing this to the attention of Unique Mobiles and other consumers. Id like to firstly share with you the history of this case. Item was originally returned as it was not as described and contained Vodafone software - At the time we went to issue a replacement to discover the handset was out of stock with all suppliers we then proceeded with option 2 to debrand the existing handset by having our Technicians remove the Vodafone software. The handset was tested (ALL ok) and returned to the customer.

    The customer has since requested a new RMA for a new fault that has appeared with the handset. Like all Mobile Phones sold (Australian Stock or Import stock) the handset is covered by warranty. When a handset is returned under a claim it is sent on to our Technicians for assessment and repaired under warranty terms and conditions.

    Unique Mobiles will always standby its policies and values as we will do in this particular case and assist the customer in every way possible.

    • SausageBaron on 06/06/2014 - 17:46

      Hello Rep,

      I am not pointing fingers, the case is as you stated however I was not kept in the loop - merely told we would receive a new one phone and the option of removing software was never discussed. As I had stated above, we were happy to leave it be until we discovered what we believe to be a battery fault.

      As my wife (and most people really) relies on her phone for business, we are simply asking for a complete refund. If, as you have mentioned, you are unable to get in new stock then please just resolve the issue by issuing the full refund. I don't really care if you wish to claim it under the promised 12 month unique mobiles policy or the Nokia Early Life Failure or even Australian consumer law. We just want the resolution we believe we should be entitled to considering there have already been two faults with the phone.

  • [Deactivated] on 06/06/2014 - 13:45
    +1

    OP, are you a member on Whirlpool? There's an active thread ( http://forums.whirlpool.net.au/forum-replies.cfm?t=2111155&p… ) and a rep who seems to try to resolve issues gone public.

    If the phone has a problem then you shouldn't pay ("refuse if they try") a restocking fee - Unique Mobiles should either fix or refund, though the problems you describe sound like a "major problem" (you wouldn't have bought the phone if you knew it would only charge to 50% or have a 5 hour battery life when turned off) - so you should be assertive and tell Unique Mobiles that you want a refund (or replacement).

    You're probably going to have to be a little bit assertive (but remain polite). Read through and make sure you understand your consumer rights ( http://www.fairtrading.nsw.gov.au/ftw/Consumers/Consumer_gua…? ) and right to a refund ( http://www.fairtrading.nsw.gov.au/ftw/Consumers/Consumer_gua…? ).

    Once you have everything clear, contact Unique Mobiles and be very clear and specific on what you want them to do. If they refuse, tell them (don't make it a threat) you have no choice but to take it to the Fair Trading. If they still refuse to act, then call Fair Trading.

    When speaking to Fair Trading, be very clear and specific about the situation. Explain that the phone and charger do not work, that you've contacted Unique Mobiles numerous times but you still do not have a satisfactory result, and that given the major fault of the product you need help getting a refund from Unique Mobiles.

    Edit: And there's a Rep here too :) Hopefully it will all work out well for everyone.

    • SausageBaron on 06/06/2014 - 17:38

      Thank you for being both polite and helpful in this situation. I am not a member of whirlpool but hopefully the rep in this thread can resolve the issue.

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