Buying Defy in Clove [marriage, return, waiting]

Question

Electronic commerce

In the last couple of days, a wave of discussions of online purchases has risen again on Habré .
I decided to describe my problem and ask the community for advice.

Briefly: I regularly buy goods on the Internet ( eBay , Amazon , Clove , Handtec , etc) and have not previously encountered a return of goods.
So, in Clove itself, I purchased a Google Nexus S and three Motorola DEFY
With the last order, not everything went well for me: at the moment, the defective phone I bought was sent back to the store for 2 months. And I do not know how to influence the seller. Clove supportrefused to return the money, tk. more than 30 days have passed since the order. The phone has been in service ever since. It is not clear when he will return to me. And if it returns, then as I understand it, I will have to pay again for shipping to Russia.

Actually, the question is: what to do? :) How to influence the British store, pointing out some normative acts a la ZoZPP, or does all this not apply to Russian citizens? And you just have to either score, or still hope?
If someone faced a similar problem, then prompt, please, the best variant.
I'm currently in "hope" status .

Chronology of events and log of correspondence with the store, if anyone is interested:

April 5	placed and paid for the order
April 6	package sent RJ736218264GB
25th of April	I have received the package
April 27	phone stopped charging and turned on
April 27	requested a return form
May 3	still received a return form (after rewriting via mail)
5 May	sent the phone in the parcel RA173859075RU
May 20	phone received and sent for examination

May 24, 2011 4:22 pm
Anton
We are contacting you regarding the Motorola DEFY which you returned to us. The device has been inspected with the result that it is being forwarded for repair with the Motorola service centre. It is estimated that the device will be repaired and returned to us within 2 -3 weeks. Unfortunately it hasn't been possible to exchange the device as it was returned to us over a 1 month from the date of purchase.

May 26, 2011 12:56 pm
Hello.
I thought that the countdown begins from date of receipt.: (
I 'm in Russia and a period of one month from the purchase date to return date is unrealistic. Only delivery in Russia took 3 weeks.
After repair the phone will be sent to me for free
?

May 26, 2011 4:22 pm
Anton
Thank you for the email,
We understand your comments however due to restrictions imposed by manufacturers we need to have handsets returned to us within the first month of dispatch for them to be exchanged. Once the device has been returned following the repair we do need to charge for the return shipping. The amount we will charge for a device to be returned to Russia is £18.

June 10, 2011 2:04 pm
Hello.
Already passed two and a half weeks.
What can you tell me about my phone? phone restored?
If not, then you can tell time?

June 10, 2011 8:49 pm
Anton
The case of the Motorola DEFY you returned to us has been escalated by the service centre. This normally indicates that the fault with the device requires additional inspection and repair. When we are provided additional information we will inform you.

June 27, 2011 10:36 pm
Hello.
Has already passed more than a month after returning the phone.
No information from you does not arrive.
What does it mean? I can't wait forever?
I am a regular customer.
And going to make another order.
But I do not like the current situation!
What can you tell me?

June 28, 2011 3:21 pm
Anton
Thank you for the email,
We have spoken to the Samsung service center concerning your Motorola DEFY. Unfortunately they are indicating that there are still faults occurring with your device after it has been repaired. This means that it is receiving testing to resolve and repair it. They are currently estimating that the device will be returned to us within the next 2 weeks.

July 1, 2011 3:13 pm
Hello
Motorola phone repair in Samsung service center? o_O
If phone is not possible to repair, does the manufacturer is not obliged to replace it for new device?
I think that 5 weeks is enough time to repair the phone or replace it with a new

on Jul 1, 2011 3:48 pm
Anton
Small typing error.
They will replace it after a certain period of time if it can not be repaired, but they usually do a couple of repairs first. We will chase it for you to ensure it is processed as quickly as possible,

Answer 1

I'll post how it ends.
The phone returned in early August. So far, it seems to be working.
Additional costs: ~450 rubles. for shipping to Britain, 18 pounds (~ 850 rubles) for shipping back to Russia.

Answer 2

Your English is awful :)
Anyway, they have "As soon as possible" in their ToS. So either wait or look for someone in England who is familiar with their laws and can do something.

Answer 3

Here is a link to their government website with a section on consumer protection ( regarding warranty and returns ), as well as a site with some kind of compilation of advice on typical situations.
If by law, then it doesn’t matter what country you are a citizen of, the main thing is to prove that the store sells low-quality, or even defective goods and delays with a guarantee. Of course, they are not obliged to pay for shipping from Russia and to Russia after you have received the goods, but the repair must be made under warranty. There used to be an online complaint form on the websites of the local British Gabney (now only in LondonI see that the rest of them were thrown somewhere, to whom clove obeys - I have no idea), but it is unlikely that it will have an effect, since the authorities of any country are not eager to spend a lot of effort, and besides, for the sake of some Russians. So smoke in this direction, if they balk and there is no progress within a week, then already put pressure on their laws. If they are completely overbearing, then the loss of a client is their problem. And a negative review in popular rating aggregators like Web of Trust will be their well-deserved punishment.
And so I can only sympathize.