Nokia repair help

ALI1973

Has anyone had problems getting thier phone repaired by Nokia?

DH bought a 6230 on contract from Onestopphoneshop, 2 months ago, however, two weeks ago phone stopped working completely. So after a trip and £15 charge to a local Nokia repair centre, he was told to send it to Nokia for repair. At this point he called Orange to ask if this was his only route as he didnt want to be phoneless, they said that Nokia return the phones within 5 days and that because the phone was over 28 days old repair was his only option.

So the next day phone was duly sent. It has remained at Nokia since despite several calls to them and promises that it has been repaired and is "in the post" still no phone!!.

Upto date this problem has cost us in excess of £30 (including phone contract charges) and increases every day, also the inconvenience (strange how we come to rely on these silly pieces of plastic).

Have contacted OSPS again today, who reitterate that its not thier responsibility after 28 days, Orange well who can get hold of them???, and Nokia again say they are only obligated to repair the phone and return it asap.

So we are stumpped. Anyone had similar probs which have been resolved?

Many thanks
Ali

MissG_2

Hate to say it but orange are correct. Orange are not even obliged to exchange within 28 days so i think are pretty kind for offering. The 28 day responsiblity is from the retailer who was One stop phone shop.

After the 28 day period and up to 12 month the repair must be carried out by the manufacturer (Nokia) or on behalf of your network by an accredited repair centre. I am pretty sure Orange offer a loan phone service. Something to remember if it goes wrong again (take it to an orange shop).

Back to the repair, i am sure he law states that all repairs free or chargeable must be done within a reasonable amount of time. I think a reasonable time can be classed as up to 6 weeks (with electrical goods) after which time you can request a new handset of the same model.

The best thing to do is complete a log of the problems you have had so far, dates, times, cost's etc. If it is not returned within the next week or so contact Trading standards and ask them to take the case on for you.

Also even when you receive the handset back contact Orange advise them of the situation and request some sort of refund for the time you have not been able to use your phone (remember you are npt entitled to this and it may be given at the discretion of Orange).

Sorry to be the bearer of bad news, hope it works out for you.

Regards

Kelly

GeoThermal

MissG wrote:

Hate to say it but orange are correct. Orange are not even obliged to exchange within 28 days so i think are pretty kind for offering. The 28 day responsiblity is from the retailer who was One stop phone shop.

Are you sure about that? If memory serves the Sale of Goods Act states that if any item fails within six months then you can ask for a repair, replacement or refund, (all or partial depending on use). Also it is the retailer's reponsibility to fix the problem not the customer's via the manufacturer, although this is sometimes quicker.

MissG_2

Too complicated to explain here but in short if the product fails within 6 months the onus is on the customer to prove the goods where faulty at the time of purchase.

After the 6 months period has elapsed the responsibility falls onto the retailer to prove the phone was faulty at the time of purchase. I aint being funny but i dont think i would send my phone into somebody and hope they are going to send it on.

They only have to repair the unit to full working order and NO they do not have to replace it with a new one. The perfect example is you buy a BRAND new car drive it off the forecurt with 5 miles on the clock and 3 months later and 5000 miles on the clock it goes faulty with dodgy clutch (fully replaceable part). Do you really think they are going to swap it for a new car?

It would be different if it was a physical store and you could obtain a receipt to confirm they have taken it from you hence the reason i stated go to hte Orange shop next time.

In my experince it would be best to go straght to the retailer, ask for a loan phone. Obtain a receipt for the faulty unit and you are still i contact with your loan phone.

Feel free to correct me if i am wrong, but i have worked for a major telecommunications retailer and i made it my buisness to keep up with sales law.

ceanth

Hi, i bought a nokia 6630 from OSPS and it kept on crashing so i took it to carphonewarehouse and they told me that the phone had one years manufacturers warrenty and they sent it off to nokia and now its good as new

Mind you it did take about 3 weeks to sort out but i didnt have to do anything apart from dropping it off and picking it up when carphone called me to say it was sorted

GeoThermal

MissG wrote:

Too complicated to explain here but in short if the product fails within 6 months the onus is on the customer to prove the goods where faulty at the time of purchase.

After the 6 months period has elapsed the responsibility falls onto the retailer to prove the phone was faulty at the time of purchase. I aint being funny but i dont think i would send my phone into somebody and hope they are going to send it on.

I always understood it as if an item fails within six months it is presumed there was a fault and the retailer would have to prove otherwise.

If after six months it is for the customer to prove there was a fault at the time of sale.

Seems to make sense to me as if an item fails within six months it obviously wasn't fit for the purose.

Not that it seems to make much difference as I've found retailers to be good at replacing items when they have developed a fault.