Home / Returns and exchanges / How do you return goods to Svyaznoy (Euroset, MTS and Megafon)?
The Law on the Protection of Consumer Rights (hereinafter referred to as the Law) is mandatory for implementation in all retail outlets in Russia. But some of them introduce their own rules that allow them to improve their competitive advantage. This is permitted if the rights of the consumer in accordance with current legislation are not infringed. Otherwise, such norms in the form of instructions and orders are considered invalid, and following them constitutes a violation of the Law.
Return Policy
It is important to note that cancellation of an MTS payment is possible only if certain conditions are met. Let's highlight the main ones:
- the number to which the transfer was sent by mistake belongs to the MTS operator (if this is not the case, you will not be able to cancel the transaction);
- the order of placement of no more than four characters in the number is violated;
- the affected person (the owner of the plastic card from which the payment was made) applies with a request to withdraw the MTS payment;
- an error was made in no more than three phone numbers;
- at the time of submitting the application, no more than two weeks have passed from the date of payment;
- the information on the bank card matches the information in the identity document.
Before returning money from another user’s number, make sure once again that you meet all the conditions stated above.
If a claim is made
for a refund - the consumer’s demand for a refund of the amount of money paid for such a product must be satisfied by the seller within 10 days from the date of presentation of the corresponding demand (Article 22 of the Law of the Russian Federation) (in this case, if the seller “decides to exercise his right” to check the quality ( if necessary - an examination), he must “meet” this 10-day period) If a written complaint states a requirement for replacement, they are obliged to replace such a product within 7 days from the date of presentation of the specified requirement by the consumer, and if necessary, additional checking the quality of such goods - within 20 days from the date of presentation of the specified demand. If at the time of presentation of the demand there is no product necessary for replacement, the replacement must be carried out within a month from the date of presentation of such demand.
By virtue of clause 5 of Article 18 of the PZPP, the seller is obliged to accept goods with defects from the consumer and, if necessary, to check the quality of the goods. The consumer has the right to participate in checking the quality of the product. In the event of a dispute about the reasons for the occurrence of defects in the goods, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, or the importer are obliged to conduct an examination of the goods at their own expense.
The examination of goods is carried out within the time limits established by Articles 20, 21 and 22 of this Law (LZPP) to satisfy the relevant requirements of the consumer. The consumer has the right to be present during the examination of the goods and, in case of disagreement with its results, to challenge the conclusion of such examination in court.
What to do if the phone purchased from MTS is broken
It happens that phones break. According to statistics, this is the equipment that most often ends up being repaired. In this article we will look at the issue of a broken phone purchased at an MTS store. What a buyer can expect within the law and where to turn.
Less than 15 days have passed
Keep in mind that if you did not remove something from the phone or remove the glass, the service center will not be responsible for the safety of it. The same goes for the phone cover. She does not take part in the repairs and remains with the owner. A similar rule is stated in the repair receipt.
Description of the promotion from the official MTS retail portal using the iPhone as an example. The company makes a discount on the phone in the amount of interest accrued by the bank, so that the final payment price is equal to the cost of buying the phone in cash.
Returning a phone: consumer rights under the law
The telephone apparatus belongs to the category of technically complex devices (Resolution of the Government of the Russian Federation of January 19, 1998 N 55, clause 11), and therefore it is subject to a special return/exchange procedure.
From a practical point of view, this means that the buyer is deprived of the right established by Art. 25 of Federal Law No. 2300-1 “On the Protection of Consumer Rights” of 02/07/1992, within 14 days, demand a replacement of the product or refuse the purchase without giving reasons - on the simple grounds that he did not like the phone, did not fit the shape , color, dimensions, etc.
Important: the consumer can insist on a return/replacement of a working mobile phone if he can prove that the seller did not provide complete and reliable information about the product, which led to the buyer's dissatisfaction with the functionality of a particular model.
Consumer rights when returning a phone
What to do if your new mobile phone is broken? Sellers impose the opinion that the only way out is to submit the device for warranty repair, and some buyers, knowing the imperfections of this service, go even further - and immediately turn to a paid service. What does the law say about this situation?
Dear citizens! You can ask any questions you have about this issue to a hotline specialist - a professional who will promptly provide you with competent legal support:
Returning the modem to the store: terms, return and exchange rules
If the product in the online store differs from what was delivered to you, this may also serve as a reason to return it to the seller and receive a refund. In this case, you can download the corresponding claim and present it to the seller: Claim for failure to provide complete and accurate information about a product purchased remotely
Has it been more than 15 days?
In this article we will look at how computer equipment and electronics are returned, whether it is possible to return or exchange a modem when purchased in a store or online. How to return such a product if 14 days have not passed and get money for it. For each situation, we attach a claim for return or exchange, which you can download.
Today, almost everyone has a mobile phone - from young children to grandparents. Demand creates supply, which is why cell phone stores are opening at every turn. Buying a phone is as easy as shelling pears, if only you had the money, and even if you don’t have enough money, you can always get a loan right in the store. However, difficulties begin immediately when using the phone: the number of consumer complaints about low-quality mobile phones is constantly growing. Lawyers from the Vologda Region Consumer Union “Paritet” write claims for the return of phones literally every day. And every time, in almost the same words, the affected customers convey their conversation with the staff of the mobile phone store. Therefore, we decided to collect the most popular cell phone store tricks and tell you about them.
How to write a claim for a refund for a purchased phone
The speed of resolving the issue of a refund or repair of a phone of inadequate quality will largely depend on how correctly the claim is drawn up. claims When writing a document, it is important to consider the following points:
- it is important to describe in as much detail as possible the malfunctions and the situation in which they were detected;
- you can indicate your consent to conduct an independent examination, and it is also advisable to indicate your desire to be present during its conduct;
- You need to indicate your own requirements as clearly as possible, in particular, for a refund for a low-quality phone;
- if the consumer agrees to repair or replacement with a similar model, then this should also be indicated in the claim.
The most important thing is to write the application in two copies, and also attach copies of the receipt and warranty card.
How to return money for a purchase?
Despite exciting offers from popular retail chains, Svyaznoy, Euroset, MTS and Megafon are reluctant to return goods. The arguments are different - from the instructions that apply in the store to the lack of money in the cash register. Sellers' tricks are aimed at preventing the purchased product from being returned or exchanged for another.
For example, Svyaznoy replaces faulty phones or returns money if:
- There is a certificate issued by an authorized service center (ASC) and the device is inoperable;
- This conclusion was made by a specialist during an examination or as a result of a quality check.
These conditions are indicated on the official website of the Svyaznoy network, whose employees abuse them, forcing the buyer to contact the ASC or an expert. The consumer should not do this. Lawyers recommend obtaining a certificate from the ASC before contacting the store, but this is the client’s own choice. The simplest algorithm for its actions is as follows :
- Submit a written request for a refund.
- Submit to the store, hand over the faulty phone according to the acceptance certificate, indicate the detected defect and the condition of the transferred device.
- Receive a response within 10 days.
- If the request is not satisfied, file a complaint with regulatory authorities or the court.
When a store refuses to comply with the buyer’s legal demands, he needs to file a complaint with Rospotrebnadzor or consumer rights protection authorities at the local administration. If he encounters dishonest behavior from sellers who refuse to accept his claim and telephone number under the act, he should contact the police. Its employees will help eliminate violations on the spot, record the fact of violations and prevent missed deadlines for returning money or exchanging a phone.
Let's learn how to write a complaint to Rospotrebnadzor by reading this article.
Euroset, MTS and Megafon
There are hundreds and thousands of user complaints related to violation of consumer rights against Euroset, MTS and Megafon. Buyers have to go to court to get their money back. Euroset is accused of distributing counterfeit and used goods.
At the end of April 2021, the SLV group announced its intention to gain full control over Svyaznoy and Euroset. The mobile operator Megafon owns a quarter of the shares in these networks.
Refusals to accept phones for repairs, refunds for non-working devices, outright threats against customers - this is an incomplete list of what a consumer may encounter when deciding on the issue of returning goods at Svyaznoy, Euroset, MTS or Megafon. At the same time, there are also positive reviews. There are repeated comments about Svyaznoy or Euroset that they did not have to return the goods, since none of the purchased phones were ever broken.
Raa Law
The exceptions given in Article 54 of the Law do not apply to me in this case. By debiting from my personal account No. funds for incoming SMS sent to me unilaterally, without my consent and received by me as a result of a “telephone connection established as a result of a call by another subscriber,” MTS OJSC grossly violated the requirements of Article 54 of the Law “On Communications” and paragraph 35 of the Rules.
Illegal actions of MTS OJSC, expressed in the debiting of 386 rubles from the account. 07 kop. for “incoming connections” resulted in material damage for me in the specified amount. I ask on a voluntary basis within 60 days (30 days from 04/02/2016):
- compensate me for the harm caused by crediting to my personal phone account 8-916-123-45-67) a sum of money in the amount of 386 rubles.
