Getting a refund for mobile phone purchased online..

Forums › Mobile handsets › Getting a refund for mobile phone purchased online..

john1989

12 posts

Geek

#141360 10-Mar-2014 16:42

Hi guys, I recently ordered a phone through a parallel importer online. Apparently it is shipped from overseas as they don't keep any in stock.

However they kept pushing backwards the delivery date claiming the delays were due to bad weather condition (which i found odd but I'll give them the benefit of the doubt).

According to their last email I should get my phone tomorrow but no further contact has been made so far and I'm not optimistic about it.

So anyway, my question is, if they get back to me again this time and tell me there is going to be further delay (for whatever reason/excuse...I don't care), is it reasonable for me to ask for a refund as I prefer not to wait? Thanks for your help.

charsleysa

597 posts

Ultimate Geek

#1002202 10-Mar-2014 16:57

What company?

Depending on the company you'll get different responses.
Some companies have a good reputation and most likely are telling the truth. Others, not so much.

Remember that if you decide to ask for a refund, they may take up to 30 days for the funds to be deposited in your account.

Regards
Stefan Andres Charsley

wellygary

8312 posts

Uber Geek

#1002205 10-Mar-2014 17:04

Depends on how long you have been waiting, are we talking days, weeks or months, ... If its months you can fairly justifiably argue it is not "reasonable" ,

freitasm

BDFL - Memuneh
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#1002407 10-Mar-2014 21:24

Worst case ask them to cancel the order. If they don't reply or don't confirm you can always do a charge back on your credit card (assuming you used a credit card).

john1989

12 posts

Geek

#1002433 10-Mar-2014 21:38

wellygary: Depends on how long you have been waiting, are we talking days, weeks or months, ... If its months you can fairly justifiably argue it is not "reasonable" ,

Nah not that long yet, it is now one week overdue. Although each additional day feels as painfully long as a year for a person without a proper phone

john1989

12 posts

Geek

#1002437 10-Mar-2014 21:47

charsleysa: What company?

Depending on the company you'll get different responses.
Some companies have a good reputation and most likely are telling the truth. Others, not so much.

Remember that if you decide to ask for a refund, they may take up to 30 days for the funds to be deposited in your account.

I chose parallel imported because they are a relatively established dealer with actual stores in Auckland (even though I don't live there). To be fair they have proactively kept me informed as the delays occurred, but it's always a bit annoying when target delivery dates cannot be met. Besides, I'm curious (and worried ) as to where the shipment is coming from, I thought they sourced their orders from hk and Singapore but I don't think these regions experienced any severe weather conditions recently.

john1989

12 posts

Geek

#1002444 10-Mar-2014 21:56

freitasm: Worst case ask them to cancel the order. If they don't reply or don't confirm you can always do a charge back on your credit card (assuming you used a credit card).

Thanks for the advice. I did notice that they charge a 10% restocking fee for returned products. Not sure if that would apply in this situation if I did have to cancel the order. From what I can gather, the order has already been dispatched from the source country, although it seems the item would go to the store first and then they would courier it to me. That's why I don't have a tracking number and have to rely on them for any updates.

scuwp

3885 posts

Uber Geek

#1002530 11-Mar-2014 07:49

I wouldn't have thought a week overdue for an item being shipped from overseas would be that extraordinary. However they could be in breach of the FTA. From the ComCom last year:

Make sure your delivery dates are accurate

Online retailers failing to deliver goods by the promised date is a common fair trading complaint over the holiday period, said Mr Allan.

“We have already received our first complaints this Christmas about online gifts not turning up by the promised date,” he said.

“We also commonly hear from people buying Christmas presents online and then being told the goods are not available just before Christmas.”

“Retailers, particularly those trading online, must be very careful about promising to deliver goods by a certain date at one of the busiest delivery times of the year,” Mr Allan said.

You have to weigh up perhaps waiting a few more days to get the thing you want vs. cancelling the deal and back to square one.

Lazy is such an ugly word, I prefer to call it selective participation

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xpd

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#1002538 11-Mar-2014 08:15

john1989:
freitasm: Worst case ask them to cancel the order. If they don't reply or don't confirm you can always do a charge back on your credit card (assuming you used a credit card).

Thanks for the advice. I did notice that they charge a 10% restocking fee for returned products.

Cant restock what you cant return because it hasnt arrived.

I've never had a good run with PI and phones (not that I've bought a lot from them), rather pay the premium and get from official NZ source or reliable supplier that has stock in hand.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

LinkTree

john1989

12 posts

Geek

#1002600 11-Mar-2014 09:47

xpd:
john1989:
freitasm: Worst case ask them to cancel the order. If they don't reply or don't confirm you can always do a charge back on your credit card (assuming you used a credit card).

Thanks for the advice. I did notice that they charge a 10% restocking fee for returned products.

Cant restock what you cant return because it hasnt arrived.

I've never had a good run with PI and phones (not that I've bought a lot from them), rather pay the premium and get from official NZ source or reliable supplier that has stock in hand.

Yeah I noticed that PI has received mixed customer feedbacks as all the other parallel importers have, but the thing is I don't think the model I'm after (lumia 1520) is available in NZ (yet). I could've waited a bit longer until I go to China later this year (by then the price would probably be a lot lower too!) but my old phone died so I decided to get it now rather than later...Oh well I will just wait and see what they say if the phone still hasn't arrived today.