Phone repaired but wrong model returned (LG G3)

[Deleted User]

My LG G3 suffered some kind of internal problem, resulting in it completely failing. It is 11 months old. It is a 32GB model (3GB RAM) and the 'regular' model in the UK is 16GB (2GB RAM). It was bought through mobiles.co.uk

I mentioned this when I phoned up LG Support to organise a repair. They took it away, fixed it and sent it back about 2 weeks later - but it came back as a 16GB model. They're now telling me that they can't fix the 32GB models as they're not available in the UK.

It's a long shot, but has any one experienced anything like this?

I'm waiting to hear back from their resolutions team to see how they plan to fix this. They also wiped the phone, even though they said they weren't going to.

[Deleted User]

Well.. they've offered me £50, which is pretty rubbish since they've now admitted that not only did they send the wrong model, they also neglected to tell me to back my phone up as it would be erased.

I'm pretty sure all my stuff is backed up, i think, but I can't be too sure. Photos probably went onto the Google Photo cloud, but I don't know how to get them back onto my phone.

This guy was more persistent.... http://www.dailymail.co.uk/news/article-3339155/Angry-pensioner-sues-Apple-5-000-wiping-life.html

I'd just like my original phone model back! Maybe a phone case to say sorry for messing me around

pappa_golf

1: I am surprised they did not return it un repaired as its not a UK model


2: told or not , its a foolish thing to leave your data on a phone when sent for repair , at that age it could be repair or replace with another one , its not their job to transfer data

[Deleted User]

pappa_golf wrote: »

1: I am surprised they did not return it un repaired as its not a UK model


2: told or not , its a foolish thing to leave your data on a phone when sent for repair , at that age it could be repair or replace with another one , its not their job to transfer data

1. Yes, me too - I didn't know it wasn't a UK model either! Bought it in the UK, from a large UK firm (they're part of the Dixons group), without any indication that it was sourced from abroad.

2. Oh I know - the phone was beyond the point that I could retrieve data from it anyway. It wouldn't boot up, or connect to the LG Windows program. All my contacts should have been backed up by Google, and I've set up my own cloud-based SMS archiving system... I doubt I've lost anything and I do try to take memorable photos with a 'real' camera.

Still, there's procedures they didn't follow.

pappa_golf

I think if you read the small print , words like do not send battery or rear cover , remove sim and memory cards and the words "we cannot be held responsible for your data"


how the hell can they change a part or reinstall siftware (operating sys) with files on it?


so no , I do not think they have broken any procedures.


I fix computers , I tell customers to remove their data and boot up passwords , I cannot and will not be responsible for any data left on the machine when handed to me , half the times its their faulty downloads that are causing the problems anyway and have to be removed en mass

Retrogamer

In hindsight i think the best option would have been to return it to the vendor for a repair. That way, if you never reveived a 32GB model back you would have had more recourse. I guess now all you can do is accept the GWG, and perhaps sell it with the refurbed phone and see if that is enough to buy another used 32GB model.

[Deleted User]

The data doesn't bother me especially. I was quite prepared for it to come back wiped. I wasn't impressed that the LG 'cloud' backup process didn't seem to restore anything, and even once I got it back I had to do a factory reset to fix problems with the image of Android they'd put on it (Known issue on LG G3s).

Again, when It broke, the phone was not in a state that data was retrievable (through conventional means). It would not boot or connect to anything. It does have a microSD slot, and most stuff does get stored there.

I did considered contacting Mobiles.co.uk, but since LG have a support line specifically for this sort of thing, it seemed like the best course of action at the time. They've clearly broken their own processes and £50 only covers my inconvenience, it doesn't cover the reduction in value in my phone (or that I need to live with that for another year).

I don't have to accept anything until I'm happy, i've told them to go away and come back with a better offer. It's far cheaper for them to settle with me than let them take them to court. I really can't be bothered with the hassle, but I also don't want to get screwed.

pappa_golf

ok are there answer




we are sorry , we only keep parts to service phones destined to the UK , and as such cannot help you any more
please return the 16g phone we sent you , and by return we will post out your damaged 32g , you may then check the serial numbers to locate the country it was sent to and contact LG support in that country. alternately , please contact the retailer that supplied the unit and request that he returns it to the correct repair centre via his wholesaler




PS: they did not "wipe" the phone , they gave you a replacement handset from there UK stock


I suspect you would not be shouting if they sent you a newer 64g model?

[Deleted User]

No they didn't give me a different 'handset', they replaced the motherboard/main board; hence the reduction in storage and RAM (it was also a 3GB RAM model, rather than the 'regular' 2GB RAM). It came back with the identical screen cover and scratches. Again, I'm not all that fussed with the 'wiping'; it merely helps my case of their negligence.

There is no 64GB LG G3 model, and you know what, I probably would tell them if they'd accidentally sent me a more expensive handset.

Would you complain if you sent your car off for repair and they replaced the engine with a smaller size?

pappa_golf

if I sent a car that had not been supplied in this country by the manufacturers , think "grey import" , and they could not obtain the "foreign" engine , there would be two choices , hand the broken car back OR fit a part that was available in the UK


this situation happens a lot with "grey import" motorcycles , and parts are NOT available

[Deleted User]

pappa_golf wrote: »

if I sent a car that had not been supplied in this country by the manufacturers , think "grey import" , and they could not obtain the "foreign" engine , there would be two choices , hand the broken car back OR fit a part that was available in the UK


this situation happens a lot with "grey import" motorcycles , and parts are NOT available

Grey imports are products purchased outside of a countries trading zone. This is not a grey import as it's sourced from within the EU; and it was purchased within the UK, from a UK based corporation. So - not grey import

Also, from the LG site: http://www.lg.com/uk/support-mobile/lg-D855#warrantyInfo

Warranty Policy:
During the Warranty period, LGEUK shall, at its option 1) repair the LG product using new or used parts that are equivalent to new in performance and reliability or 2) replace the LG product with a product that is formed from new and/or used parts that are equivalent to new in performance and reliability.