Carphone Warehouse Repairs - Help

digglep

I purchased my Samsung Galaxy G2 from E2Save and after 5 months the phone wouldnt charge or switch on. E2Save told me to take it to Carphone Warehouse for repair.

On their advise I took it to Carphone Warehouse Middlebrook Bolton (as they have a repair centre). I thought that they should be able to repair it on site. After a week it, according to their repair tracker, it was sent to the manufacturer as they couldnt repair it. 2 weeks later it was returned saying it was beyond repair due to water moisture/ingress. Accompanying this was a blurry picture of my USB port from outside. To note, I have taken very good care of this phone (as you would with a £500 piece of equipment) and never had it near any water/moisture.

When I picked it up, it was clear that carphone warehouse were not going to help, the person I spoke to was sympathetic but was clear carphone warehouse were not going to help any further.

After getting it back, I asked a colleague to charge my battery thinking it could just be a dead battery. They did and it still didnt work. But then I remembered when it first stopped working, I noticed that it was still recognised by the USB port on my PC with a USB driver not found message when I plugged the phone in. Now its completely dead and isnt recognised by the same pc. I checked my Google Web Search Logs and made a note of the USB message I got when I first realised it had broken - "sec s5pc110 test b d not found". Now I get nothing when I plug it in. I can only assume it has been further broken when sent in for repair.

I then thought I would send it to Samsung for a second opinion. Looking for Samsung repair centres near me, it lists CPW Middlebrook Bolton as the closest repair centre. Yes, like I will take it to them again.

I have sent an complaint to Samsung to try to understand exactly who is liable for this faulty repair. The consumer law says Carphone Warehouse, but Im not sure whether it was further broken when with Carphone Warehouse or with Samsung. I am waiting for a phonecall from Samsung customer service.

After reading up about Consumer law, it states that the shop that the item was purchased is liable (as its less than 6 months old). It seems to me that Carphone Warehouse have a convenient excuse to get them out of this liability with water ingress.

My concern is why is it not in same state as when it was sent in, and why did carphone warehouse send the phone off after a week to their central repair centre. Surely they could have determined water damage without sending it off - in their onsite repair centre.

After reading the large amount of complaints across the Internet about Carphone Warehouse, my next course of action will be the Small Claims Court.

bod1467

https://forums.moneysavingexpert.com/discussion/comment/49132007#Comment_49132007

I thought this looked familiar.

digglep

Reply from Samsung:

Thank you for contacting Samsung and I have pleasure in providing the
following assistance.

It is true we use carphone warehouse service centres but this is for walk in software issues that can be
repaired on sight. For more serious issues like this we have our own team. There have been previous cases
where independant repair centres have not diagnosed an issue sufficiently so please send your phone into
us for a full diagnosis and more accurate assessment of the issue. Please reply with your IMEI and S/N, both
found under the battery on your phone and reconfirm your address and we can set this repair up for you.


If you require any further assistance, please contact Samsung again and
we will be more than happy to help.

I have now sent it to Samsung, who will either fix the phone or at least give me more specific details of what has gone wrong.

digglep

Samsung have fixed my phone under warranty. Now in process of getting a months line rental back from carphone warehouse.

Details here: http:// cpwrepairproblems.blogspot.com/2012/01/introduction.html

unholyangel

Glad you got a result.

Just curious......was this their mistake or yours? If it's yours, fair enough If its theirs.......personally I'd expect better.....perhaps its just me.

It is true we use carphone warehouse service centres but this is for walk in software issues that can be repaired on sight. - Should be site

rangavin

Hi,

I am now in a similar position. Can you please provide the Samsung email address.

thanks

squeaky

A quick google of samsung gives their contact page... Contact us

which has email and phone links on it.