Recently, Mr. Jiang, a consumer, reported to the surging quality concept complaint platform that on November 27, he bought an Apple 14 mobile phone online, and found that the mobile phone had a performance failure after using it for less than a week: once the device turned on the positioning function, there would be no service. Mr. Jiang initiated a return and refund application to the merchant for the quality of the mobile phone, but the merchant rejected the application on the grounds that it had been opened and activated, and suggested that he go to the official after-sales service for repair.
Mr. Jiang believes that the seller did not inform him in advance that the mobile phone will affect the secondary sales after unpacking and activation, and does not support returns, and that there are quality problems with the mobile phone at present, so he should be returned for a refund.
Consumer Complaints:
Mr. Jiang introduced that on November 27, 2023, he spent 5,554 yuan to buy an Apple 14 mobile phone at the ** store "** Mobile Phone Digital City". When placing an order, the homepage of the store is clearly marked with the words "7 days no reason to return". However, after using the mobile phone for less than a week, on December 1, Mr. Jiang found that the mobile phone would lose signal when the SIM card was inserted and the positioning was turned on, "If you don't open the positioning 5G network and ** can be used normally."
After discovering the problem, Mr. Jiang sent the phone to an officially authorized Apple store for testing, and the results showed that the phone's hardware was normal. The staff also tried to upgrade and reinstall the system, but the signal problem was not resolved. In addition, the staff also used a SIM card that was known to be good in the store, and the problem still occurred. In view of this situation, after-sales suggests that the customer negotiate with the buyer to solve, if repair, need to provide an invoice to return to the factory as soon as possible.
Mr. Jiang said that before he bought the mobile phone, he clearly asked the customer service whether it supported 7 days of no reason to return, and the customer service said that it supported the return, but did not explain other rules for return. "When I found out that there was a problem with the phone, he told me that it had been unpacked and activated, and it did not support 7 days of no reason to return. Mr. Jiang said that now there is a quality problem with the mobile phone, and the consumer rights insurance supports him to return the goods, but the seller does not agree.
After many negotiations with the ** platform and the seller, the seller said that he would pay Mr. Jiang 100 yuan, but Mr. Jiang was not satisfied with this solution.
Merchant response: In response to the above situation, The Paper called the supplier of "** Mobile Phone Digital City" "Dachao Communication", and the staff said that this has nothing to do with them and needs to negotiate with the merchant who purchased it. For the quality problems of the mobile phone, he said that he can contact the after-sales service, the national warranty.
Subsequently, The Paper contacted the staff of "** Mobile Digital City". The other party said that they are only dealers and cannot return the mobile phone because of quality problems: "Because he has activated it, he can go to the national warranty for 1 year to let the customer get the official after-sales store for repair, and there will be no costs." ”
In this regard, Mr. Jiang said that it is unacceptable, and the two sides have not yet reached an agreement.
The Paper, for more original information, please **"The Paper" app).