Carphone Warehouse, won't replace a phone after 28 days only repair?

jarthurs

I bought a Samsung Galaxy S from mobiles.co.uk which since I last bought from them has become part of the 'Carphone Warehouse'.

I had the phone since September and it now refuses to charge from the wall charger, USB cable or the car charger. Was advised to take it into the local Carphone Warehouse branch where I was informed they would only replace the phone within 28 days of purchase, outside of that they will only repair a phone.

I grudgingly gave them the phone to send away, they returned it today and it came back with a slip saying that they had updated the firmware (it already had the latest version) and 'calibrated' it. Unfortunately they haven't actually fixed it.

I took it back again once I'd worked out that the fault wasn't fixed and was offered another repair.

It appears in order to get traditional service where the retailer replaces faulty goods under warranty you have to pay for their 'insurance' (available at an uncompetitive monthly rate) then they'll replace the phone straight away. If you decline their custom then you're effectively a B Grade consumer and get your goods 'repaired' (allegedly).

I'm taking the phone 16 miles to the nearest 'Express Repair Centre' tomorrow to see if I can find someone with the know how to actually fix it.

Failing that when does it fall to them to replace it with a new handset?

Regards,
Jason.

MissKeith

When was the last repair completed? Is it the same fault it had previously? Under the SOGA CPW are fulfilling their legal obligations by offering a repair, however, they have so policy calle "First Time Fix" where if the phone comes back displaying the same fault as sent off with within 30 days they should offer a replacement. This is a very new change which may be why you were not offered it. I would enquire in store about it to see if you fall under this.

jarthurs

MissKeith wrote: »

When was the last repair completed? Is it the same fault it had previously? Under the SOGA CPW are fulfilling their legal obligations by offering a repair, however, they have so policy calle "First Time Fix" where if the phone comes back displaying the same fault as sent off with within 30 days they should offer a replacement. This is a very new change which may be why you were not offered it. I would enquire in store about it to see if you fall under this.

The phone was returned today, and I've basically taken it home and plugged it in and I'm watching it slowly go flat which is precisely the fault it went to them with.

I've now found a similar policy on the leaflet they gave me. The 'Mobile repair promise' states that if the fault reoccurred within 30 days they would replace the handset (interestingly the small print states they may not replace it with an identical handset, but one of 'equivalent or better specifications').

I'll take this up with the repair centre on the phone before I pay them a visit.

Thanks,
Jason.