Motorola Refuses to let me talk to a manager

zabihjan

Thank you everyone for replying. I just received an email from carphone warehouse:
Thank you for your email.

I'm sorry to learn of the service you have received from Motorola and to hear of the problems you are having in arranging a repair.

I can confirm Carphone Warehouse are not able to fix Motorola handsets. Whilst I appreciate your situation I can confirm to escalate the matter further you will need to contact Motorola Customer Services on 03339-997-550, they should be able to assist you further with your complaint.

If you have any other questions, please do not hesitate to reply to this email or call

Now I am confused since they are referring me back to Motorola.

daytona0

zabihjan wrote: »

Thank you everyone for replying. I just received an email from carphone warehouse:
Thank you for your email.

I'm sorry to learn of the service you have received from Motorola and to hear of the problems you are having in arranging a repair.

I can confirm Carphone Warehouse are not able to fix Motorola handsets. Whilst I appreciate your situation I can confirm to escalate the matter further you will need to contact Motorola Customer Services on 03339-997-550, they should be able to assist you further with your complaint.

If you have any other questions, please do not hesitate to reply to this email or call

Now I am confused since they are referring me back to Motorola.

You are being fobbed off by Carphone Warehouse.

You should reply with something like:

Hi Carphone Warehouse,

Under the Sales of Goods Act (SOGA) I am entitled to a resolution by way of refund, repair or replacement for any goods which are faulty, not as described or not fit for purpose. I have previously contacted you on XXXX to report problem YYYY but you referred me to Motorola (the manufacturer) who were unable to rectify the issue. I am therefore making it clear that I wish to pursue this matter under SOGA legislation, and to inform you that my rights are against the seller (Carphone Warehouse) for up to 6 years after purchase.

The particulars of my claim include;

[describe current problem]
[describe desired outcome, but be mindful that they can insist on any outcome they desire]


I would be hopeful that you can address my claim in an efficient manner or, where necessary, refer my complaint to your manager. I will allow a reasonable time for a response

, by which point [discuss further action. Small claims court?]


They sound like a bunch of spanners in CPW's customer service team! The phrase "I can confirm to escalate..." doesn't really sit right with me ('I can confirm THAT to escalate' is much better), but the worst part is that this is 'confirmation' of their advice to customers in your position!! Either you've just met two or more crap agents, or the rot is happening on a manager level too. I find it astounding that they can 'confirm' anything to you without discussion of SOGA legislation.

zabihjan

Thank you so much for your help. I will keep this thread updated with the outcome. Have great weekend everyone.

zabihjan

Thank you for your help, Carphonewarehouse reply is as follows:

Thank you for your email.

I am sorry to hear that your handset has been faulty. I understand that it is frustrating when something does not work as it should.

We are unable to provide a refund after you have had the phone for longer than 28 days. After that period the manufacturer will manage the repair process. I understand that you are frustrated with Motorola and sympathise with your plight. At this point we would advise you to take the phone into any Carphone Warehouse store so that they can assist you on making a claim on the manufacturers warranty.

I have logged a complaint in regards to the fault with reference . We would be unable to offer a refund.

I’m sorry I can’t offer a more favourable response at this time. If there’s anything else I can do to help, please don’t hesitate to reply to this email or call our Customer Services team on 0870 087 0168 or 0370 111 6565.

JJ_Egan

The above reply by CPW is wrong .
CPW rules do not override your consumer rights under the sale of goods act .
28 days is a complete nonsense and not valid in law .

(( as posted this is the law.

Under the Sales of Goods Act (SOGA) I am entitled to a resolution by way of refund, repair or replacement for any goods which are faulty, not as described or not fit for purpose. )and its the vendor that is responsible in law not the manufacturer .
Time to get trading standards involved and or use the RESOLVER service .

m0bov

Take the phone back with a letter using the templates on trading standards website. I am sure they are also breaking to law by missleading you and trying to remove your statutory rights.

Make sure the latter gives them 7 days to respond, stop using the phone and box it up.

wealdroam

OP, have another read of post #8.

macman

Incredible that a company with the size and resources of CPW cannot train it's CS staff to have the most basic knowledge of SOGA. What do they do all day?
However they are correct in saying that they do not have to refund (after any period, let lone 28 days). Your remedy is a repair, refund or replacement.