Faulty Moto G5plus mobile phone.

harz99 · 12 January 2018 at 1:43PM

Hi, back in May '17 I bought the above phone new and sim free from Carphone Warehouse with a 2 year warranty.

It worked perfectly up to November '17, at which point it started firstly dropping the phone signal and refusing to reconnect without being turned off and rebooted, secondly it also started frequently dropping the wifi connection at home or elsewhere.

Shortly after Christmas I went back to the CPW shop I bought from, they pointed me to Motorola and returning direct to them for repair which I did.

Having had the phone back for a week, although the phone signal seems steady, the wifi connectivity has gone back to being as bad as previously and I know its not my router etc. as my old Samsung S3 maintains continuous wifi connection with no problems.

Can I return the phone to CPW as faulty and insisit they deal with it via replacement or am I going to be stuck in a continuous loop of returning for repair until the warranty finally runs out?

Advice gratefully received.

agrinnall · 12 January 2018 at 1:47PM

It depends what the warranty says.

harz99 · 12 January 2018 at 2:14PM

The warranty says I have to contact the Service Centre and mail the phone in, and they can choose to either repair and return, replace with new or refurbished, or refund the purchase price.

It doesn't help that the problems I have with this phone are happening wherever they are sold around the world.

Have I no recourse via the seller?

Fortunately I still have my old S3 as back up, however it doesn't have the battery life and camera capabilities of the Moto, which are both important to me, and I can do without frequent 10-14 day periods when the phone is away.

The MOTO call centre is outsourced to what seems to be a third world country, who's operators command of English is poor and seemingly they just spout from a script with very little understanding of customer problems.

Is their any other avenue open to me to return the phone or reject it, say a S75 claim?

hightara · 12 January 2018 at 3:00PM

I am having exactly the same problem harz99, bought in middle of November, sent for repair. Came back with same issue. They want me to send it back again for repair. After days of online chat and emails. I was searching for Consumer Rights online, I found Resolver linked to MSE.

So all correspondence is going through Resolver at the moment.
So fingers crossed I may finally get a refund.

Worth a punt.
I did however buy directly from Motorola.

https://www.moneysavingexpert.com/site/resolver

agrinnall · 12 January 2018 at 3:25PM

harz99 wrote: »

Have I no recourse via the seller?

Yes you have, but because the phone is more than 6 months old you have to show that the fault was inherent (i.e. there when you bought it), which is normally done by paying for an independent report to be written. You can claim the cost of the report if it supports your case, but you may have a problem given that the phone worked fine for the first 6 months of ownership.

DoaM · 13 January 2018 at 5:13PM

hightara wrote: »

I am having exactly the same problem harz99, bought in middle of November, sent for repair. Came back with same issue. They want me to send it back again for repair.

The Consumer Rights Act allows a seller ONE chance at a repair ... if the goods still do not conform to contract then the consumer is entitled to a full refund (within 6 months from purchase), or a partial refund accounting for usage after 6 months from purchase.

(That's as I recall - check the Act online).

hightara · 14 January 2018 at 12:34PM

harz99 how are you getting along with your issue?

My last few responses from Motorola Customer Service and I am not repeating myself they are all of the same.

Seems quite a few other people are not happy.
https://uk.trustpilot.com/review/www.motorola.com

Thank you for your email.

Please do accept our sincere apologies for the inconvenience caused to you. Our higher management is working on your case and we will get back to you once we have an update from them. We would request you to please be patient and we will contact you soon with an update.

For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. You can contact us via chat or email through the link https://motorola-global-en-uk.custhelp.com/app/mcp/service?g_id=5141&session=839KWrpn to discuss the matter further with one of our experienced customer service agents. Please contact us any time between the hours of 8am and 6pm from Monday to Friday and between 8am and 5pm on Saturday and Sunday.

Kind regards,
Srinivasa.S
Moto & Lenovo Customer Support,
https://www.motorola.co.uk
https://www.lenovo.co.uk

Thank you for writing back to us.

This is to inform you that the issue has been already escalated to our higher management and they are working on that. We will get back to you once we have an update on that. We would request you to please be patient and we will contact you soon.

For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. You can contact us via chat or email through the link https://motorola-global-en-uk.custhelp.com/app/mcp/service?g_id=5141&session=839KWrpn to discuss the matter further with one of our experienced customer service agents. Please contact us any time between the hours of 8am and 6pm from Monday to Friday and between 8am and 5pm on Saturday and Sunday.

Kind regards,
Srinivasa.S
Moto & Lenovo Customer Support,
https://www.motorola.co.uk
https://www.lenovo.co.uk[/url

harz99 · 14 January 2018 at 3:08PM

Not made any move yet hightara, hopefully tomorrow i'll have time to go back to the CPW branch and attempt to get them to replace the phone or refund me.

I'm not holding out much hope they will play ball though.

Seems the repair fixed the phone signal issue, but the wifi dropping is as bad as ever, and being able to access the net via wifi, is together with the camera, the two main uses are put this phone to.

Did yours come back with a generic note saying the problem had been fixed and the latest updates installed, cos mine is still on the same Android 7.0 Nougat with an August 17 security patch, neither of which are the latest versions.

hightara · 14 January 2018 at 7:29PM

Did yours come back with a generic note saying the problem had been fixed and the latest updates installed, cos mine is still on the same Android 7.0 Nougat with an August 17 security patch, neither of which are the latest versions.

Yes the phone came with a document to say the above...however I am on 7.1.1, but I was the one who installed it in the first place from 7.0

I have the document they sent saved. Just cannot figure out how to upload it.

harz99 · 15 January 2018 at 12:26PM

As expected the visit to the supplying CPW shop got me sympathy, attempts to deflect me back to Motorola, and some waffle about them legally having the right to attempt repair 2 or 3 times.

After I laid out what the Consumer Rights Act 2015 says and it became obvious that I wasn't having his flannel, the boss claimed they didn't have the power to do anything in shop anyway and I would have to call customer services and argue it out with them.

So I guess Resolver will be my next step now.

DoaM · 15 January 2018 at 1:29PM

How did you pay for the original purchase? Credit card? Debit card?

How much was the purchase? More or less than £100? (I'm guessing more).

Faulty Moto G5plus mobile phone.

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