CPW - Warranty Claim

ollyclaret

Two weeks ago I sent my SE K850i off for repair as it developed a fault whereby the screen would just flash on and off when booting up, very pretty but fairly useless as a phone.

Anyway, it returned to the phone on Friday "repaired" and I went to the store on Saturday to pick it up. Once I had got home I tried to turn it on and guess what? Same fault.

I phoned up CPW head office this lunch time and explained my problem, the guy I spoke to said that as it was still under warranty (bought october last year and it has a 24 month warranty) and the fault remained within 28 days of it being repaired that I was entitled to a replacement handset. So I popped down to the store after work where I was told that they would have to get one shipped to store, ready for pick up tomorrow.

My query is this......

On the receipt there is reference to the replacement being a refurbished handset, is this correct?


If the phone is under warranty and they have failed to fix it then surely a new one should be sent out to me as it was originally bought as brand new.
I have just phoned up Customer Services asking them whether it should be a refurb and they said that I am entitled to a brand new handset and that I should demand one or ask for my money back if they will not do this. (Not sure how this would work with it being a contract phone!).

Just wondering what anyone elses take on this is.

Cheers

Steve_xx

I think that as the phone is 10 months old that legally you are entitled to a repair or a replacement if a repair cannot be effected.

If you called customer services and they told you that you were entitled to a new one or your money back, then why did they not arrange either of these options for you?