Carphone Warehouse - how to proceed

kwikbreaks

I thought I'd ask in this section for some advice on how best to procede with this one.

I bought a cheap Archos 7 tablet from CPW on 19th June. It has stopped working - simply won't power up or do anything at all so I used the CPW contact form to ask about the procedure for getting it fixed.

This was the response I got...

Dear xxxx,

Thank you for your email . At present the Carphone Warehouse is not able to carry out repairs on tablets that we sell . Instead we would direct you directly to the manufacturer of the item to discuss the matter further. I am afraid that I am not able to supply any contact details for Archos as they prefer you to log into their website. I have included the website address, : http://www.archos.com/home.html?country=gb&lang=en.

In order to contact them you select the support and account function from the menu bar across the top of the website and it directs you to sign in from there.

If you have anymore enquiries or would like to contact us about another matter, please do not hesitate to respond to this email. We are also available between the hours of 8:00 and 20:00 Monday to Saturday and 10:00 till 17:00 on Sunday, if you wish to speak on the phone on 0800 276 1373.

Regards
xxxx

Carphone Warehouse Repairs.

The casual dismissal of what I think are their obligations under to SOGA made me respond with...

I'm sorry but this was purchased from you so you have an obligation under the SOGA to either repair, replace or refund. It is unacceptable to fob the problem off on the manufacturer. I look forward to hearing from you which option you will take - ie repair, replace, or refund

Regards

which has not been answered yet.

Am I legally correct?
Would it just be easier to try my luck with Archos - I just did this anyway with a TomTom I'd bought through Amazon about 18 months back and that was sorted out quickly.

arcon5

Within the first 6 months its the retailer that must prove a fault is not inherent. So yes you are correct.

Although not legal obligation, it would likely be easier to deal with Archos directly. Carphonewarehouse will just send it to them anyway so your in effect cutting out the middle man.

bod1467

There's been another Archos tablet thread recently - also with CPW. In that case the same thing was being said - go to Archos.

Here it is: https://forums.moneysavingexpert.com/discussion/3544801

kwikbreaks

Thanks for the advice. I've logged the fault with Archos - it just annoyed me that CPW as usual offer nothing in the way of proper customer support.

Fridaycat

kwikbreaks wrote: »

Thanks for the advice. I've logged the fault with Archos - it just annoyed me that CPW as usual offer nothing in the way of proper customer support.

This is why I voted with my feet a few years ago, and completely stopped shopping with them: far too many problems with them.

Scared45

I would have thought it should be up to CWP.

bod1467

It IS up to CPW who does the repair (if applicable) ... but it is up to them to deal with it, not the consumer. It also up to CPW whether to offer a repair, replace or refund.