Consumer rights - Advice required.

Kymatica

My iphone 5 s was accidently put in a washing machine. It was quickly removed from the machine and fished out. The device had endured a fair degree of water damage. I turned the device off but the looking online for local iphone repair shops. I found one and took my phone to the shop.

The repair shop said they had a 80 percent chance the phone could be ‘saved’, They would dry it out and charge a £35 diagnostic charge. I was desperate so I decided to go ahead.

A few days later I called and was told the phone can be fixed by replacing the battery and the screen. The total cost would be £160 including the diagnostic fee. I decided to go for it as it was far better than paying £700 for a new phone.

I picked the phone up after a few days later and apart from the battery not holding the charge as well as before it was working, as it should. I was happy.

5 days later…. Suddenly the phone would not switch on.

I went back to the shop… As soon as I walked in the ‘repair’ guy asked why I had not ‘got rid of the phone’. He never mentioned anything about ‘getting rid of the phone’ during my initial visit. It sounds absurd that he would recommend selling the phone and passing this problematic device to someone else. He said the reason for this is due to the phone being water damaged and not knowing if the phone will last for 2 years or 2 months due to ‘residual water damage’. And he immediately said his work was not covered by a warranty as the phone was water damaged. He said this before I could even open my mouth. After a short discussion he agreed to look at the phone again.

I have little hope the iPhone can be salvaged. I know for a fact this guy will refuse to refund me the repair money (minus the diagnostic charge, a charge I’m happy to pay). Where do I stand legally in regards to my rights? Can the shop refuse to refund me the repair money, as they have not provided a service to a satisfactory standard?

Looking forward to gaining some guidance on this troubling matter.

Kymatica

Any takers?? I'm due to visit the shop this week so I would like to be as well prepared as possible. Am I entitled to getting my money back?

daytona0

Well not really to be honest...


They've quoted you a percentage on it surviving along with a list of repairs needed to get the phone up and running. You have openly acknowledged that the repairs meant that the phone was good to use for 5 days afterwards.

Points to consider;

1. Their repairs got the phone up and running so they fulfilled their obligation. You paid for the service and you got it as described and to a satisfactory standard.

2. There may have been secondary damage which was not developed far enough or not possible to be found at the time of checking (which makes sense if the original repairs fixed the issue!)

3. There is no proof that you've (not) put it in the washing machine for a second time

4. Don't wash yer phone


As for what the "repair" guy said, you probably do have to chuck it lol. I suspect that they might not be able to repair more extensive water damage beyond the screen/battery and as such binning it is the way to go

DevCoder

£160 for screen and battery on a 5S ? I need to up my repair prices!

Those two parts would be about £65 for official replacement ones. Tear-down and rebuild should be easily within an hour (more likely 20 minutes).

daytona0

krisdorey wrote: »

£160 for screen and battery on a 5S ? I need to up my repair prices!

Those two parts would be about £65 for official replacement ones. Tear-down and rebuild should be easily within an hour (more likely 20 minutes).

Well the OP did mention that 35 of that was diagnostic so 125 for repair (I assume repair centres charge for labour too...). Plus there might have been additional repairs undetaken

Kymatica

Hi all,

Many thanks for the replies.

I have been back to the shop and apparently the 'engineer' is still trying to fix the fault. He has until monday then I will collect the phone. I have no faith whatsoever he will fix it.

Surely after paying for the phone to be fixed and after 5 days the phone fails again I must be covered under some kind of consumer rights law. For example, if I was to purchase or pay for an item or service I would have some kind of warranty. The service I payed for has not been delivered, this must allow me grounds to ask for my money back and for the shop to take back the parts (screen, battery) they fitted?

Handsome90

Yes there is a consumer law. It's called supply of goods and services act. In gist, this act states that services will be carried out with reasonable skill and care. If the trader hasn't done that, you need to formally complain. If the situation isn't resolved to your satisfaction, you'll have to take legal action.


Moreover, if you went to Apple, they would have replaced it for a couple of hundred pounds. I think they quoted little over £200 to replace my brother's iPhone 5 32 GB.

JJ_Egan

Kymatica wrote: »

Hi all,

Many thanks for the replies.

I have been back to the shop and apparently the 'engineer' is still trying to fix the fault. He has until monday then I will collect the phone. I have no faith whatsoever he will fix it.

Surely after paying for the phone to be fixed and after 5 days the phone fails again I must be covered under some kind of consumer rights law. For example, if I was to purchase or pay for an item or service I would have some kind of warranty. The service I payed for has not been delivered, this must allow me grounds to ask for my money back and for the shop to take back the parts (screen, battery) they fitted?

See post 3 .
Looks like the phone was repaired to the best of the guys knowledge and ability .
It worked but then failed at a later date .
That could have been due to new damage or the damage was due to water but the component only failed at a later stage (as can happen with water damage ).
The initial consultation said 80% chance it could be saved not 100% chance it could be saved . So they told you the truth a good chance of fixing it but 20% chance of not fixing it .You went ahead with the repair with this known risk .