I bought an iPhone 15 from Svyaznoy a week ago, and it's started lagging really badly - apps take forever to load, videos freeze up. I have the receipt. The store says the warranty doesn't cover software glitches. Do I have the right to return it or exchange it?
First thing - ask the store for a written explanation of why they're refusing and get the warranty card number. That'll protect you. Under consumer protection law, you have the right to a refund or exchange within 14 days if the product is defective, and slow performance definitely counts as that. Software glitches aren't your problem - they're a device defect, so the store's argument about the warranty is invalid. If they keep pushing back, file a written complaint or contact Rospotrebnadzor - usually stores change their tune pretty quickly after that.
A sluggish new phone is a serious reason for a complaint, especially if the problem showed up right away. The question is whether you can prove it's a factory defect and not just data buildup or app conflicts on your end. Before you go to the store, try doing a factory reset - if the phone works fine after that, the store can't really say it's a software glitch. But if the lag persists, that's a sign of a hardware problem, and then you have the right to demand a replacement or return within two weeks from the purchase date.
I'd suggest filing a complaint with the store in writing (email or through their chat so there's a record) with a description of the problem and a photo of your receipt - stores take written complaints more seriously. Don't expect them to agree right away, but having a paper trail already puts pressure on them.
Don't rush to file a complaint - first try some simple things that often help. Clear your app cache, restart your phone, check if your storage isn't full. If the lag persists after that, then you go to the store confident that it's not your fault. As for the warranty - the store is only partly right. Sure, software glitches usually aren't covered, but if the iPhone is new and clearly defective (meaning it runs way slower than it should), that's starting to look like a factory defect, not a software issue. Under consumer protection law, you have the right to demand a replacement within 14 days with no explanation required - as long as you didn't damage the device yourself. Bring your receipt and warranty card, and don't hesitate to insist.
I had a similar situation - bought a gadget, and a few days later problems started. The main thing I figured out back then: the store might blame software glitches, but under consumer protection law you have the right to return or exchange within 14 days if the product doesn't match the stated specs. Slow performance on a new phone is exactly that kind of mismatch. The law doesn't make exceptions for software.
Before you go to the store with a complaint, do one important thing: save screenshots or video of the problem. Show how long standard apps take to load, run an internet speed test, check if the memory is full. You need this not for the store (though it'll be useful for them too), but to rule out basic stuff like background updates or a clogged cache. If after a reboot and cache clear the lag is still there - then document it.
Go to the store with your receipt and demand a written explanation of the refusal. Make sure to ask for a record of your visit and the refusal - it's an important document if it comes down to filing a complaint with Rospotrebnadzor. If the store pushes back, threaten to cite the law: consumers have the right to a quality guarantee regardless of whether it's a software or hardware fault. The phone's warranty should protect against defects, and slowdowns under normal use are a defect.
Check if your phone's storage is full - sometimes when the memory is almost completely filled, even a brand new smartphone starts lagging badly. Go into settings, see how much free space you have left, and if it's less than 10-15%, clear out unnecessary files, uninstall apps, or move your data to the cloud. If the problem doesn't go away after that, then you've got a solid reason to go to the store and demand an inspection: the store is obligated to determine the cause of the malfunction at their own expense, not just brush you off by blaming software errors.
Log into answer.
