Faulty motorola phone - do I have to pay to return it?

paulfoel

Got a motorola Defy phone thats faulty.

Been in touch with motorola and they say I've got to send it back to them for repair.

In the past, every other phone I've had I've taken to an authorised repairer like CPW. Bearing in mind it'll cost me £5-6 to send back to motorola special delivery do they have to reimburse this cost to me?

And dont get me started on their online repair system. My phone was flagged up as out of warranty so took ages to actually book it in. Useless.....

gjchester

paulfoel wrote: »

Got a motorola Defy phone thats faulty.

Been in touch with motorola and they say I've got to send it back to them for repair.

In the past, every other phone I've had I've taken to an authorised repairer like CPW. Bearing in mind it'll cost me £5-6 to send back to motorola special delivery do they have to reimburse this cost to me?

And dont get me started on their online repair system. My phone was flagged up as out of warranty so took ages to actually book it in. Useless.....

They don't have to, you have to get it to them at your own expense, but try asking, if it is faulty and they replace it they may do something as a goodwill gesture.

paulfoel

gjchester wrote: »

They don't have to, you have to get it to them at your own expense, but try asking, if it is faulty and they replace it they may do something as a goodwill gesture.

Is that what the law states? You have to return at your expense?

Rusty!

Have you contacted the place you got it from? If it was from a network you will probably be able to drop it in to one of their shops and they'll do the rest.

But yes, there is certainly nothing stating that the manufacturer has to foot the bill for you sending it back. Some just have better policies than others.

MissKeith

You can still take it into a CPW. You just need to provide proof of purchase with your name, address, date of purchase and IMEI number of phone on it and they will book it infor repair for you.

gjchester

paulfoel wrote: »

Is that what the law states? You have to return at your expense?

The law does not state anything, Motorola's warranty terms do though. However as is stated you cna take it to any authorised repair centre for it to be looked at and many CPW's are so authorised.

http://www.motorola.com/staticfiles/Support/GB-EN/Static%20File/UK%20Warranty%20Section%20A_7.pdf Page 3

In order to claim the warranty service, you must return the Personal
Communicator and/or accessories in question to Motorola's Authorised Repair
or Service Centre in the original configuration and packaging as supplied by

Motorola.

Buzby

The law doesn;t state either way. If the fault with the phone turns out to be not their responsibility, they have no obligation to reimburse. The upside, is that when there is a genuine fault, you often get a NEW replacement (rather than a refurb) so for £5 its a no-brainer.