Need legal advice

    I decided on March 8 to present my mother a new phone, decided on the model, found a large enough and not expensive online store, ordered, paid. A few days later the phone arrived in my city, I picked it up at the transport company and presented it to my mother. After the start of operation, defects (presumably software) of the phone were revealed that did not allow them to fully use. I turned to the managers of the online store with the question of replacement or refund. 14 days have not passed since the purchase. And then it began ...

    At first I was informed that there is no manager dealing with these issues and he will be on Monday (I turned on Saturday). On Monday, they called me and after a few clarifying questions stated that this was not an excuse for replacing the product and that I should contact the nearest service center with a warranty repair question. When I tried to say that they sold me the defective goods and they are obliged to replace me, and not I to run around the service centers, the connection was lost. There was no possibility to call the phones of the store’s hotline by myself, I left several requests for a call back, but no one called back.
    After that, I tried to reach out to an online consultant, he also said that I would contact the SC. After my statement that the goods are defective and need to be exchanged, he said that I would send the phone to them, they will take them to the SC themselves and after concluding that it is not my fault, but the factory defect, the issue of replacing or refunding funds will be decided.
    With the same question, I unsubscribed on the forum of the store, in feedback and sent them an e-mail.
    Actually, the question is, if the store does not respond during the day, what steps should be taken ( it happens in / in Ukraine )?
    It’s not even a matter of exchanging a phone or returning money, but in relation to consumers.

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