faulty phone - won't repair? Updated

wealdroam

chickaroonee wrote: »

I quoted the sale of goods act to them but they said it's my problem and they can prove the phone was in a sealed box before I got it; therefore it was not faulty.

Oh dear, they seem to be suggesting that anything sold in a sealed box cannot possibly be inherently faulty.

An inherent fault is a fault that was present at the time of sale but not necessarily apparent at that time.

Of course an item in a sealed box can be inherently faulty.
It is ridiculous for Mobilephonesdirect to suggest otherwise.

Not sure how that helps your case OP, but just needed to point that out.

chickaroonee

Thank you. I think my next steps have to be to complain to the retailer. The person I spoke to was pretty unhelpful, and said although she thought I "probably hadn't broken the phone" - tough basically. If I could get sony to say it wasn't my fault then they would replace.

The problem I'm having is getting sony/sbe to tell me what the exact problem is and return my phone (as they're not going to repair/replace). The only communication SBE have had is to tell me to pay £14.40 to return the phone (no mention of this before sending back to them, I was just told my phone would be repaired and sent back to me within 5-7 working days).

I think I'm going to have to pay the charge to get the phone back aren't I? If the retailer continues to deny responsibility is a small claims action my next step?

susancs

chickaroonee wrote: »

No visible damage - it just wouldn't charge. I don't know why but know it's not the charger as tried others. The company Sony have contracted to seem to be saying it is physical damage (I think) but no one will return phone calls/emails etc to tell me the details. As I have no recollection of anything I could have done to damage it (it was only about 3 weeks old when I first noticed a fault) I think it's fair to expect an explanation about what I'm supposed to have done?

I am a bit confused as you said you could see the charging point was faulty when you had the phone? Then you mention you tried other chargers and they wouldn't charge so I persume that they fitted in the charging point fine so no damage to be seen at that point or problem fitting the charger point? Did the phone just go dead for no reason and you tried charging with various charger plugs and it would not charge? If this is the case then maybe it is complicating matters with Sony repairs by mentioning the charging point is faulty so that they think you may have accidentally caused damage. If it is the recognised sudden death bug you will not have a faulty/damaged charging point but a software problem that they should repair.

chickaroonee

susancs wrote: »

I am a bit confused as you said you could see the charging point was faulty when you had the phone? Then you mention you tried other chargers and they wouldn't charge so I persume that they fitted in the charging point fine so no damage to be seen at that point or problem fitting the charger point? Did the phone just go dead for no reason and you tried charging with various charger plugs and it would not charge? If this is the case then maybe it is complicating matters with Sony repairs by mentioning the charging point is faulty so that they think you may have accidentally caused damage. If it is the recognised sudden death bug you will not have a faulty/damaged charging point but a software problem that they should repair.

It stopped charging, well it started charging intermittently and then stopped completely. At first I thought it was the charger, but bought a new one and wasn't that so sent it for repair as instructed. When I spoke to sony on the phone all they would tell me was it was something to do with the charging point which I guess reflects what I already suspected, but I don't know anything else. There was no visible damage on the outside, I just thought the problem was to do with charging because that is what stopped working when I had the phone.

susancs

chickaroonee wrote: »

It stopped charging, well it started charging intermittently and then stopped completely. At first I thought it was the charger, but bought a new one and wasn't that so sent it for repair as instructed. When I spoke to sony on the phone all they would tell me was it was something to do with the charging point which I guess reflects what I already suspected, but I don't know anything else. There was no visible damage on the outside, I just thought the problem was to do with charging because that is what stopped working when I had the phone.

Ok, I hope you get a reply from the CEO today when they receive the email you have sent during the weekend.

chickaroonee

Have had an email back with a promise of a phone call today.