Woolworths

John_G66

My phone that was purchased less than 12 months ago from Woolies recently died. Woolies customer (un)services have informed me that after 28 days of purchase the phone problem is not theirs and I must take the problem up with Mr Nokia/Philips/Sagem. Here is their reply:


Further to previous e-mail, please refer to my colleague's advice whereby if a fault develops on a mobile phone after 28 days from date of purchase, the customer needs to contact the relevant network

DO NOT BUY A PHONE FROM WOOLWORTHS (You have been warned)

BFG_2

They are wrong - you bought the phone from them, they have to fix the fault.

Threaten them with TSO, etc.

IvanOpinion

I agree with BFG ... as far as I am aware your contract is with Woolies not with the manufacturer.

Ivan

hjb123

When I worked for WHS if anyone bought a DVD player back faulty after the initial money back period we had to refer them to the manufacturer so I guess Woolies must be the same.

I agree it should be Woolies that sort it but the staff cant help it if the bigwigs tell them to do something!

CIS

This or other pages on the site may help;

http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV0050-1011.txt

Purdy_1

I bought a Tefal 4 slice toaster from Woolworths in a half price sale last yr for £24.99. It packed up after 10 months and Woolies took it back and gave me a full refund. I then went and bought the same toaster from PowerHouse for £19.99. I would phone Woolies again.

Fifer

They are wrong - you bought the phone from them, they have to fix the fault.

That's not quite right. It is correct that the OP's contract is with Woolies, but Woolies don't have to fix the fault. They are obliged to have the fault fixed but AIUI, if they choose to use the manufacturer as their (in effect subcontracted) repair/CS facility, they are within their rights as long as their obligations under the law are met. In effect, what Woolies are saying is 'your phone will be fixed, here the process you need to follow. Contact the manufacturer on the contact number printed in the warranty document which we supplied ... '. If the customer does this and does not get satisfactory service, then they have a come-back on Woolies, but I suspect not until then.

If the CS contact actually said 'the phone problem is not theirs', then they were wrong, but there's nothing wrong with retailers using the manufacturer for warranty work. They are responsible for making sure that the process works though and resolving things if it doesn't.