Phone problems - Should very or Sony sort the problem out??

claire8606

Hi i brought a phone from a very.co.uk a couple of months ago, the phone seems to have a fault, i.e doing things on its own, calling people, texting random messages without even touching it.

Very have said i need to contact sony..... As i brought the phone from very.co.uk should they be send me a replacement or should sony sort it out?

Kind regards

tinkerbell28

Very can repair, replace or refund. So Very would only pass it onto Sony anyway.

Valli

Your contract is with Very.

dalesrider

Valli wrote: »

Your contract is with Very.

True.

But sometimes it is easier and quicker to go direct to the manufacture.


1. OP sends phone to very who then will send it to Sony. Who will then send it back to very, who will send back to OP.

Or

2. Op sends direct to Sony, Sony send back to OP....

I know which route I would rather take as 1 has 2 steps that could mean phone gets lost in retailers systems....

Very.co.uk_company_representative

Hi Claire8606,

We're sorry to hear that your phone has developed a fault!

When an electrical item becomes faulty, we will advise you to call the helpline as we are not technically trained to deal with faults.
If the helpline advise that they can bring the item in for repair and the item is over our 28 days home approval guarantee then the repair will have to be attempted. If the item cannot be repaired we will replace it or offer you a refund.
If you need any further help from us please email Network@VeryHQ.co.uk

Many Thanks

Layla
Very.co.uk Company Representative

ThumbRemote

dalesrider wrote: »

True.

But sometimes it is easier and quicker to go direct to the manufacture.


1. OP sends phone to very who then will send it to Sony. Who will then send it back to very, who will send back to OP.

Or

2. Op sends direct to Sony, Sony send back to OP....

I know which route I would rather take as 1 has 2 steps that could mean phone gets lost in retailers systems....

However there is an element of risk to route 2, as it loses any protection of the SoGA.

For example transport to Sony is at the OPs own risk, whereas a return to Very would be at Very's risk. There is no legal requirement for Sony to perform a repair in any timescale. Very could argue OP has had unauthorised work done to the phone.

I'd always go via the retailer, that's who you have rights with.