Carphone Warehouse Returns

oXRusSXo

I purchased a Nokia Lumia 625 from Carphone warehouse in August. It constantly crashes in all apps and randomly turns itself off so its not fit for purpose at all. I went into Carphone warehouse and they told me that they have to send the phone off for repair and it can take 2 months to get it back.

I spoke to Nokia today and they talked me through troubleshooting and it didn't work. I explained to them that its still within warranty and they said legally I'm entitled to a refund from Carphone warehouse.

All I require from Carphone warehouse is a refund or even the value in a voucher so I can buy a new phone that actually works.

Can anyone help with the best way to get a refund or voucher.

Thanks

tomtontom

After the period of time passed the retailer can elect whether to refund, repair or replace. I doubt a repair would take two months. Can they give you a loan phone in the meantime?

oXRusSXo

tomtontom wrote: »

After the period of time passed the retailer can elect whether to refund, repair or replace. I doubt a repair would take two months. Can they give you a loan phone in the meantime?

They said that I would get a very basic phone whilst its repaired. The thing is I have spoke to Nokia and they couldn't repair or diagnose the issue.

tomtontom

oXRusSXo wrote: »

They said that I would get a very basic phone whilst its repaired. The thing is I have spoke to Nokia and they couldn't repair or diagnose the issue.

You need to give them the opportunity to repair it - sending it is very different to trying to fix it over the phone. I'm sure you can cope with a basic phone for a short while?

Silk

The option is repair or replace the refund is not an option unless a replacement was not available and it couldn't be repaired.
Either way it first has to go for diagnosis as they won't take your word for it without an engineer looking at it first.

PlymouthMaid

Good luck with this - my partner has been waiting for 6 months now for Carphone to replace his Nokia which was faulty from the first week.

Silk

PlymouthMaid wrote: »

Good luck with this - my partner has been waiting for 6 months now for Carphone to replace his Nokia which was faulty from the first week.

A repair or replacement has to take place in reasonable time, 6 months wait is not even close to being reasonable. Your partner needs to take action.

oXRusSXo

PlymouthMaid wrote: »

Good luck with this - my partner has been waiting for 6 months now for Carphone to replace his Nokia which was faulty from the first week.

Even if they was to give me the value on a gift card that would be fine. I just want to be able to get a working phone

tomtontom

oXRusSXo wrote: »

Even if they was to give me the value on a gift card that would be fine. I just want to be able to get a working phone

The longer you delay in returning the phone for repair, the longer you will be without one.

PlymouthMaid

Every time he contacts them they make a ton of promises about a new phone coming in next week. A couple of times they have tried to fob him off with some rubbishy thing and then more promises. I suppose trading standards is who you moan too but I suspect they will get away with it because of the wording of contracts as the phone is not actually paid for I suppose as it is 'given' with the monthly contract.

Silk

PlymouthMaid wrote: »

Every time he contacts them they make a ton of promises about a new phone coming in next week. A couple of times they have tried to fob him off with some rubbishy thing and then more promises. I suppose trading standards is who you moan too but I suspect they will get away with it because of the wording of contracts as the phone is not actually paid for I suppose as it is 'given' with the monthly contract.

TS's is a waste of time and effort at this stage. The contract has nothing to do with the situation.
He needs to send a LBA give them 7/14 days to repair or replace as per the T&C's otherwise proceedings will be taken through the courts without further notice.
If nothing happens issue using MCOL and add costs etc