Returning Phone

OrangeCake

I've got a phone with a faulty headphone socket. Music stops playing if you nudge the headphone jack. Giff Gaff want me to send it back for repair. We are within a year, but past 6 months.

The website says the following:

"Your phone will be assessed and, if found to be damaged, it will quoted for a repair. You then have the option to proceed with the repair or cancel and have your phone returned to you. If you decide to cancel your return you will be charged £15 for the quote and P&P."

An I being unreasonable to feel this is a bit off? I'm returning a faulty item and there seems to be assumption that I will pay. Also if I choose not to have a repair done then I get charged or they keep my phone having already paid to post it to them (tracking costs extra). This all seems a good way to discourage people form returning faulty goods.

Added to all this my friend has the same model and the same fault as I have has happened on three phones. So, I really just want a refund so I can get a different phone. Probably from John Lewis as I think I trust the returns process more!

d123

You can't have a refund, the retailer decides the remedy.

What phone is it? You might find it easier to deal direct with the manufacturer in certain situations.

OrangeCake

It's a Sony Xperia Z3 compact. I contacted Sony who said I'd need to speak to the retailer (Giff Gaff) if I wanted a refund. They have a similar change you policy if you don't have it repaired.

JillyH6

Did it come with a warranty? This is what the consumer rights act has to say about it:

Under the Consumer Rights Act, goods should be fit for purpose, as described and of satisfactory quality – which means if what you buy is faulty or doesn’t match what a salesmen promised, you could be in line for a refund. But you need to act quickly for a refund as you only have 30 days in which to reject something that's faulty and get your money back.

Read more: which.co.uk/news/2015/12/top-three-must-know-christmas-shopping-rights-425696/

d123

OrangeCake wrote: »

It's a Sony Xperia Z3 compact. I contacted Sony who said I'd need to speak to the retailer (Giff Gaff) if I wanted a refund. They have a similar change you policy if you don't have it repaired.

You have no right to a refund, so your choice is arranging the repair via Sony or Giffgaff.

http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

Sony used to have decent repair rules when they were still Sony Ericsson with a quick repair or replace turnaround, I don't know what they are like now though.

JillyH6

It also says this: Failed repairs After one failed attempt by the retailer to repair or replace a faulty item, you're entitled to ask for a refund or price reduction.
A second repair or replacement If you don't want a refund or price reduction, you have the right to request another repair or replacement at no cost to you.
-> which.co.uk/consumer-rights/regulation/consumer-rights-act

d123

JillyH6 wrote: »

It also says this: Failed repairs After one failed attempt by the retailer to repair or replace a faulty item, you're entitled to ask for a refund or price reduction.
A second repair or replacement If you don't want a refund or price reduction, you have the right to request another repair or replacement at no cost to you.
-> which.co.uk/consumer-rights/regulation/consumer-rights-act

Slightly immaterial as they haven't actually got as far as the first attempt yet .

You are also assuming that the CRA 2015 is the relevant legislation.

OrangeCake

I'll send it in. I'm just worried they will make me pay one way or the other when it's faulty. Also not happy about having no phone in the meantime!

d123

OrangeCake wrote: »

I'll send it in. I'm just worried they will make me pay one way or the other when it's faulty.

That applies if they deem it not to be a warranty fault.

you could also consider sending it direct to Sony who claim a 5-10 day turnaround.

http://repair.sonymobile.com/gb/

Also not happy about having no phone in the meantime!

Haven't you got an old phone to use? That's pretty common with most repairers these days

Kim_13

I find it a bit off (even more so the fact that they charge £15 and P&P if they deem it not a warranty fault and you decline the quote; it used to be just P&P if I recall so it may be worth some research.) If they try to charge the £15, I'd argue that if you purchased the phone when the policy was just return P&P, you shouldn't have to pay it - a retailer's repairs process is part of the package when you decide to purchase a phone.

I personally try to avoid purchasing a phone from them on the basis that if you have to send the phone in (only option if it breaks under warranty, which isn't your fault) it's not insured for loss/damage in the post unless you pay for it to be!

daydotz

The headphone jack is a known issue as said best to go direct to Sony it's unlucky it's failed so soon