Is this correct - time taken for repair?

aldredd

I don't have an issue at the moment, but just reading the 'help notes' for a company who currently has my phone in for repair.

The standard turn around time is 14 days, but they say that if it needs to go back to the manufacturer for repair, they're not responsible for the time taken for them [the manufacturer] to do the repair. But is that strictly true? (This would take the overall repair time to est 6 weeks)

Whilst I certainly accept they may have little influence over the time taken, surely the legal responsibility to repair within a reasonable time (and I accept that 'reasonable time' is itself pretty ambiguous) still sits with them, not the manufacturer?

(My emphasis)

If your device needs to be sent to the manufacturer for repair, it usually adds up to 28 working days to the overall repair time (we are not responsible for the time the manufacturer takes to repair your device).

bod1467

Any legal rights you have are with the entity with which you have engaged a contract. If the T&Cs of that contract include a "time of essence" arrangement then the entity is responsible for adhering/breaching that arrangement.

That said, the term looks pretty clear ... IF the device needs to go back to the manufacturer then the repair time may be extended by 4 weeks.

So what are you concerned about? The T&Cs (as stated herein) are pretty clear.

aldredd

Just curious really... Soga states the retailer has a duty to repair in a reasonable time, but here they seem to be passing on that accountability. Its not so much about the time really, and pretty sure the 14+28 doesnt form part of the t's & c's when purchasing, just the 14 days, iirc - just added as a side note once you've sent your phone off.
Looking for an answer to a problem, just trying to make conversation

frugal_mike

When you say your phone is in with a company for repair do you mean you have sent it back to the retailer that sold it because it is inherently faulty, or that you have contracted a repair company to fix it for you?

I think bod1467's response is assuming the latter. If its the former then yes it needs to be repaired in a reasonable time or you can push for a replacement or (possibly partial) refund. How long is reasonable to repair a phone is anyone's guess though.

AJXX

aldredd wrote: »

Just curious really... Soga states the retailer has a duty to repair in a reasonable time, but here they seem to be passing on that accountability. Its not so much about the time really, and pretty sure the 14+28 doesnt form part of the t's & c's when purchasing, just the 14 days, iirc - just added as a side note once you've sent your phone off.
Looking for an answer to a problem, just trying to make conversation

I don't think their intention is to pass on accountability. Working in mobile repairs myself we get a lot of "must have it fixed right now" types. Who expect a priority service and everything done NOW NOW NOW "I use it for business" etc.... yet have not taken out any business level agreement or priority repair agreement.

They're likely just trying to explain why the process may take a long time if it has to go to the manufacturer.

You would not believe some of the flack we get when dealing with mobile phone repairs. The word "entitled" pretty much sums up 70% of customers.

aldredd

Yes, the phone has deveoloped a fault, and gone back to the retailer for repair under warranty.
AJXX - cant empathise with both sides - these days being without your phone would be like not having your computer, but I appreciate it does take a bit of time to fix - you cant just offer a new phone replacement for every faulty phonr