SONY problems

jow4396

i purchased an xperia z1 for my son's birthday in March 2013 from a Sony store in Horsham and a few months later it developed faults, namely overheating and camera problems. After a couple of months of trying to get in touch with the store and Sony hq, my son travelled to Horsham from Cardiff (where we now live) to take he phone in to be sent off to Sony.

Approx 1 month later it was returned scuffed and still had the original problems. I tried to contact Sony again and after a month they agreed to replace the phone, which I received in Sept 2013.

In February 2014, this phone developed touchscreen issues. I contacted Sony online and they told me to wait for an update. In the summer he had received no update that had fixed the issue so we contacted Sony again and in late August, a month to 2 months after getting in contact with them again, we were advised to go back to Horsham to send the phone in for repair.

In late Sept he received the phone back. It was scratched, the problem had not been fixed and what's more, they had not glued the back on so it left the camera lens and the other components in the back of the phone exposed, as well as it no longer being waterproof. The camera is completely unusable due to the dust / damage etc.

Having phoned Sony to ask for a refund, as confirmed by the Sony Store I am within my rights to do, they state they will not refund me but will do another replacement - as long as we confirm by 5.00pm today.

Due to the never ending issues and extremely poor customer service, we do not want it replaced and we want our money back. We have tried to find out our rights in this respect but keep getting differing advice.

Please can anyone tell me whether we are within our rights to ask for our money back or are we going to have to go down the legal route?

Many thanks :mad:

grumbler

The retailer (supplier) has very clear obligations set by the SoGA. Unfortunately they have to repair/replace or refund at their discretion.
SoGA says that they have to do this within reasonable time and without causing you significant inconvenience, but doesn't define what is "significant". If you think that the inconvenience already caused is significant, point them to this and threaten them with legal actions via the small claims court.

MSE articles:
Consumer Rights Armour
Small Claims Court

jow4396

Thank you Grumbler - will have a look at the links and contact them accordingly