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  • FIRST POST
    • harz99
    • By harz99 12th Jan 18, 12:43 PM
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    harz99
    Faulty Moto G5plus mobile phone.
    • #1
    • 12th Jan 18, 12:43 PM
    Faulty Moto G5plus mobile phone. 12th Jan 18 at 12:43 PM
    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.
Page 1
    • agrinnall
    • By agrinnall 12th Jan 18, 12:47 PM
    • 19,135 Posts
    • 14,820 Thanks
    agrinnall
    • #2
    • 12th Jan 18, 12:47 PM
    • #2
    • 12th Jan 18, 12:47 PM
    It depends what the warranty says.
    • harz99
    • By harz99 12th Jan 18, 1:14 PM
    • 2,545 Posts
    • 2,482 Thanks
    harz99
    • #3
    • 12th Jan 18, 1:14 PM
    • #3
    • 12th Jan 18, 1:14 PM
    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
    • By hightara 12th Jan 18, 2:00 PM
    • 152 Posts
    • 98 Thanks
    hightara
    • #4
    • 12th Jan 18, 2:00 PM
    • #4
    • 12th Jan 18, 2:00 PM
    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
    Last edited by hightara; 14-01-2018 at 1:26 PM.
    • agrinnall
    • By agrinnall 12th Jan 18, 2:25 PM
    • 19,135 Posts
    • 14,820 Thanks
    agrinnall
    • #5
    • 12th Jan 18, 2:25 PM
    • #5
    • 12th Jan 18, 2:25 PM

    Have I no recourse via the seller?
    Originally posted by harz99
    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
    • By DoaM 13th Jan 18, 4:13 PM
    • 3,749 Posts
    • 3,804 Thanks
    DoaM
    • #6
    • 13th Jan 18, 4:13 PM
    • #6
    • 13th Jan 18, 4:13 PM
    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.
    Originally posted by hightara
    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).
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • hightara
    • By hightara 14th Jan 18, 11:34 AM
    • 152 Posts
    • 98 Thanks
    hightara
    • #7
    • 14th Jan 18, 11:34 AM
    • #7
    • 14th Jan 18, 11:34 AM
    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,
    www.motorola.co.uk
    www.lenovo.co.uk


    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,
    www.motorola.co.uk
    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,
    www.motorola.co.uk
    [url]www.lenovo.co.uk[/url



    • harz99
    • By harz99 14th Jan 18, 2:08 PM
    • 2,545 Posts
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    harz99
    • #8
    • 14th Jan 18, 2:08 PM
    • #8
    • 14th Jan 18, 2:08 PM
    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
    • By hightara 14th Jan 18, 6:29 PM
    • 152 Posts
    • 98 Thanks
    hightara
    • #9
    • 14th Jan 18, 6:29 PM
    • #9
    • 14th Jan 18, 6:29 PM
    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.
    Last edited by hightara; 14-01-2018 at 7:26 PM.
    • harz99
    • By harz99 15th Jan 18, 11:26 AM
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    • 2,482 Thanks
    harz99
    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
    • By DoaM 15th Jan 18, 12:29 PM
    • 3,749 Posts
    • 3,804 Thanks
    DoaM
    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).
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • harz99
    • By harz99 15th Jan 18, 12:56 PM
    • 2,545 Posts
    • 2,482 Thanks
    harz99
    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).
    Originally posted by DoaM

    CC, if your thinking S75, that would be my last line of attack if needed. Significantly more than £100.
    • hightara
    • By hightara 15th Jan 18, 1:06 PM
    • 152 Posts
    • 98 Thanks
    hightara
    harz99 I thought as much
    go with resolver, it will send any correspondence to your own email account.
    upload any documents etc to your case file.

    I usually only use my credit card for purchases over £100. Unfortunately this was the one exception.
    • harz99
    • By harz99 16th Jan 18, 10:27 AM
    • 2,545 Posts
    • 2,482 Thanks
    harz99
    Initial letter sent via Resolver, so now we wait and see. Have asked for a full refund as a starting point...
    • mattyprice4004
    • By mattyprice4004 16th Jan 18, 2:14 PM
    • 3,512 Posts
    • 2,947 Thanks
    mattyprice4004
    The repairs team are normally very good on the phone - I used to work for them.
    This was before 2015, but we'd issue a replacement phone after 3 repairs - however this would be a refurbished item.

    A refund was a last resort.

    I expect the CRA will have changed things a bit, though!
    • TrickyDicky101
    • By TrickyDicky101 16th Jan 18, 2:31 PM
    • 2,882 Posts
    • 1,847 Thanks
    TrickyDicky101
    There is a very big thread on the wifi issue over at the Lenovo forums - you may find useful info there (although probably not how to 'fix' it yourself):

    https://forums.lenovo.com/t5/Moto-G5-Moto-G5-Plus/Moto-G5-Plus-wifi-problem/td-p/3618235

    I purchased a G5S+ for my son for Christmas and the phone would not connect stably to wifi (although I resolved that and it appears to be a compatibility issue between the phone and my specific router).
    • harz99
    • By harz99 16th Jan 18, 11:31 PM
    • 2,545 Posts
    • 2,482 Thanks
    harz99
    There is a very big thread on the wifi issue over at the Lenovo forums - you may find useful info there (although probably not how to 'fix' it yourself):

    https://forums.lenovo.com/t5/Moto-G5-Moto-G5-Plus/Moto-G5-Plus-wifi-problem/td-p/3618235

    I purchased a G5S+ for my son for Christmas and the phone would not connect stably to wifi (although I resolved that and it appears to be a compatibility issue between the phone and my specific router).
    Originally posted by TrickyDicky101

    Thanks, seen the Lenovo forum and tried all the suggested fixes before taking it back to CPW. Mine has the same issues at home, in Wetherspoons or abroad, it's not fussy whose router or wifi it drops them all...
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