Phone repaired but wrong model returned (LG G3)

pappa_golf

if the product is not in the companies UK catalogue , then it was not supplied by LG UK !


mobiles UK have bought stock from another country , EU or not


as you stated back in your first post "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"


you use the word "regular" are you stating that a 32g was available FROM LG in the UK?

[Deleted User]

LG doesn't sell phones directly. It lists companies you can buy from. For example, Amazon.co.uk. If you look in the 'LG Electronics' store, you can find the 32GB model.

Either way - I told them what model I had, they didn't warn me that they would be downgrading my phone. Their warranty states they should not downgrade the phones when repairing them. They accepted the phone for repair without issue also.

It's like arguing with teenagers on this board.

pappa_golf

so are you now saying that the 32g is a model that is available in the UK either from a HIGH ST store car phone warehouse ee/o2/vodofone etc ?

[Deleted User]

pappa_golf wrote: »

so are you now saying that the 32g is a model that is available in the UK either from a HIGH ST store car phone warehouse ee/o2/vodofone etc ?

Since the G3 is an older model (The G4 is now current) then I doubt there would be the same range as in January when I bought it.

The firm I bought it through, mobiles.co.uk, is owned by Dixons Carphone PLC - so it is just as legitimate as buying from Carphone warehouse. I've not bought it from some dodgy ebay dealer.

I have no ideas if a high street retailer sells it. Why should high street/internet make any difference? I've not bought a phone on the high street since 2002; it isn't very MSE to do so.

pappa_golf

because if it was available on the high street then LG would carry spares in stock
as it is , there is one dealer obtaining non UK spec phones and selling them in the Uk


send the repair back , ask them to replace the broken board , then return it to mobiles.co.uk for repair , hopefully they will be able to locate a motherboard from there wholesales , as its obvious non are held by LG UK

Retrogamer

If you informed them of the make & model before hand and have evidence of this communications, then i'd say you have a good case of getting a bit more money back if they're unable to resolve the hardware dispute.
As you've pointed out in the T&Cs they should compensate you better than they are just now.

Perhaps suggest a refurbed G4 model instead and you return the downgraded G3 back, or else you want X more money instead.

If it happens again, (unless it's an Apple Device) i would usually recommend going to the vendor to try and resolve the issue, prior to the manufacturer. You had no way of knowing this would be the outcome, but you have a few more consumer rights that way.

diamonds

They should not have proceeded with a downgraded motherboard unless you explicitly authorised them to do so.


As you said OP the LG website states such^

They have now taken your right to persue the retailer for replacement or any other means.



This is the LG UK press office email polly.beech@lge.com


Ask Polly to forward your complaint on the breach of company repair policy to high level complaints and the legal department and any other dept as she feels necessary.

[Deleted User]

Thanks for pollys email address, I hope I don't end up needing to escalate it up the chain.

Most communication was by phone and LG hold all the recordings, but I'm now following up every call with an email to create a documented trail.

diamonds

ringo_24601 wrote: »

Thanks for pollys email address, I hope I don't end up needing to escalate it up the chain.

Most communication was by phone and LG hold all the recordings, but I'm now following up every call with an email to create a documented trail.

Good going, keep us updated


Merry Xmas

[Deleted User]

Just did some digging, and Polly is no longer the PR Manager at LG. I'm sure I can find someone through linkedin if it starts getting ugly.

PS. Hello to anyone from LG reading