Cex faulty phone refusing refund please help

hfdka

Hi all,
Can't find the answer to this one on other posts, am totally confused thanks to cex staff apologies for the long post but can you help me unravel it?

i bought a 2nd hand phone from CEX Hereford store but it developed a fault squealing during some calls. I returned it within 28 days expecting a refund but on testing it in the store they could find no fault so wouldn't refund but said they would replace it.

It was replaced with an inferior phone for lesser value as they said 'dust' had got under the screen so it was no longer a grade A phone. I disputed this but finally accepted it (screaming babywith me and 32 weeks pregnant I just lost the will to argue anymore!)

When I charged the new phone realised this one was faulty too, as a fully charged battery ran out after one hour. I replaced the battery but the same thing happened leading me to believe it was the phone.

I took it back again and again it was tested. They then said that the battery was faulty so they replaced it and it was working fine as they charged it the day before but they couldnt show me the phone working when I collected today as the battery had "just" run out. I said that BlackBerry batteries should last for days but they said it was 2nd hand.
I explained that I'd spent a total of 9 hours driving backwards and forwards to the store (we live 90 minutes away) and had lost faith in their goods so I wanted a refund as per the 28 day warranty on their website and receipt.

The following were all their reasons for only offering me a voucher not my money back, each time I argued one they changed the reason and moved onto another reason why they couldn't refund:

1. I didn't have the receipt for the original phone (they kept it when we exchanged)
2. I was over the 28 day warranty on the original purchase (something they accepted wasn't true after I showed them an email I sent to their head office querying the 28 days refund policy)
3. As they couldn't find a fault with the original phone and it was replaced under good will they have no obligation to replace the 2nd one faulty or not.
4. The replacement phone isn't covered by a new 28 day warranty - the original phones warranty was passed on to the new phone, so I was outside of the 28 days.
5. They don't "have" to refund as they fixed the problem.

If that all makes sense what are my rights please money savers? I'm completely stumped but I do not want vouchers for more faulty goods!

hfdka

Quick update to this, I charged the replacement phone yesterday and by this morning it was dead again so I STILL have a faulty phone!
Can someone suggest what ishould do? Am hoping I can ask cex for a pre postage bag and return to them for full refund what under what grounds?

UK0106

I can't provide any advice about your rights but have you tried doing a software update on the BlackBerry?

I had a brand new BlackBerry a few years back and the battery kept dying within hours of being charged. Vodafone replaced the battery 3 times before one of the employees in the shop suggested a software upgrade might be what was needed. I tried that and never had any problems again!

Do you have the lead to connect the phone to your PC?

hfdka

UK0106 wrote: »

I can't provide any advice about your rights but have you tried doing a software update on the BlackBerry?

I had a brand new BlackBerry a few years back and the battery kept dying within hours of being charged. Vodafone replaced the battery 3 times before one of the employees in the shop suggested a software upgrade might be what was needed. I tried that and never had any problems again!

Do you have the lead to connect the phone to your PC?

Yesi have tried that, not because i thought it was a fix but simply because I wanted to transfer the numbers. Thanks anyway, good tip for the future.:T

Robin_TBW

When will people learn? NEVER buy phones from CEX.

hfdka

Robin_TBW wrote: »

When will people learn? NEVER buy phones from CEX.

Thanks but not terribly helpful to me now I don't Google every company I buy from, especially if they are a high street store.

forgotmyname

If you had googled them you would find many complaints and even bounced cheques for items people sold to them.

Spend the voucher quickly on something that cant go wrong and sell it on.

hfdka

forgotmyname wrote: »

If you had googled them you would find many complaints and even bounced cheques for items people sold to them.

Spend the voucher quickly on something that cant go wrong and sell it on.

I haven't got a voucher nor do I want one. I'm entitled to a refund as the goods are faulty, was hoping someone could advise me what I could do next.....

dezza

You could try taking it back to another one of their stores and see if you can get any form of resolution there.

I've had to do this a couple of times when the stores I bought goods from messed me about - only problem is that some stores accept other store's returns, some don't.

hfdka

Thanks Dezza, they do state that the goods need to go back to the store we bought from sadly.

dezza

Oh ok sorry - maybe they've changed the rules recently but I've done it a couple of times in the past.