Dosh dilemma – Tom’s tech trade-in trouble

While scrolling on social media, Tom spotted an advert offering top prices for old tech. Having been something of a tech nerd since his early teens, Tom’s bedroom is stuffed with old phones, tablets, PCs and more.

So, he clicked on the add which took him to a slick-looking website.

He filled in the form to trade an old iPhone and got a generous quote for £170. He swiftly sent it off using the company’s prepaid label.

Several days later, he got a message saying: “Thanks for your device. Upon inspection, we’ve found extensive cosmetic damage. Your revised offer is £40.”

Tom was shocked and angry, he knows the phone was in almost perfect condition. He now he feels stuck. He doesn’t want to give away a perfectly good phone for £40. To make matters worse, there’s no phone number to call, just a support email that never replies.

He wants to know, how can he get out of it?

Know your rights

In the UK, companies offering trade-in services must give you the right to reject a revised offer and get your item back, for free. If they charge a fee or ignore your request, they’re breaking consumer law under the Consumer Rights Act 2015.

Act quickly

Don’t wait to take action:

• Respond in writing, preferably by email or on a contact form, stating clearly that you reject the revised offer and want your device returned.
• Take screenshots of your original valuation, the revised offer, and all communication. If you have photos of your device, send those too.

Use the right pressure

If they refuse or delay:

• Leave honest reviews on Trustpilot and social media.
• Report them to Trading Standards through Citizens Advice.
• If you paid for postage or used any services, you may be able to raise a dispute through your bank or card provider.

Do some research

• Stick to trade-in programmes from official retailers, like Apple, Samsung and network providers.
• Check online reviews before you send anything.
• Avoid companies offering unrealistic prices or rushing you into making a decision.

Finally, always be wary of too-good-to-be-true valuations, as they probably are.