Issues with my smartphone - my rights?

Grumpyoungman

Hi guys

I have a flagship LG G4 smartphone, within the 1 yr warranty, with some serious issues which LG has not fixed after twice sending it back to them. (battery life is now dreadful following a system update to Android 6.0, seems relatively common when searching forums).

I dont want to keep sending it back to them as they clearly cant fix it, and my 1 yr warranty ends in 2 months. Can i demand a replacement? Should i talk to the company i brought the phone from instead?
Thanks

DCFC79

Grumpyoungman wrote: »

Hi guys

I have a flagship LG G4 smartphone, within the 1 yr warranty, with some serious issues which LG has not fixed after twice sending it back to them. (battery life is now dreadful following a system update to Android 6.0, seems relatively common when searching forums).

I dont want to keep sending it back to them as they clearly cant fix it, and my 1 yr warranty ends in 2 months. Can i demand a replacement? Should i talk to the company i brought the phone from instead?
Thanks

Who was the retailer ?

Why did you not return it to the company you bought it from ?

Grumpyoungman

the retailer was mobiles.co.uk

i thought an issue with the device would be best solved by the manufacturer, who can carry out repairs. i didnt think the first port of call would be the retailer?

grumbler

Mobiles.co.uk is in fact CPW.
I don't know about LG's warranty, but CPW's one for LG phones is 2 years apparently.

After the law changed in Oct 2015 consumers do have right to demand a refund after certain number of repairs, but this new law doesn't apply to you. In your case it's to the supplier's discretion whether to keep repairing or to replace or to refund.

MSE: Consumer Rights

JJ_Egan

Dont know what the flagship is but i would first factory reset the phone .
Then contact the vendor as you can demand nothing from the manufacturer .

Grumpyoungman

Have done factory reset already. And as I said it's been to LG twice. I contacted mobiles.co.uk they said I can send it to their expert repairers at CPW however it seems pretty obvious that they would not know more than LG's repairers. Being palmed off here.

JJ_Egan

But your rights are against the vendor .
LG very unlikely to give you a new phone .

You say LG should know more but they failed to fix it twice .That to me says the vendor route and your rights under the sale of goods act .

Grumpyoungman

I suspect lg has not optimised the device for Android marshmallow hence the battery issues. I can send it to CPW and have no phone again for a few weeks but I doubt they can fix it, but what do I know. Mobiles.co.uk told me to contact the operator EE. It goes round in circles. So should I push mobiles.co.uk or EE?

grumbler

What does EE have to do with your handset that was manufactured by LG and supplied by mobiles.co.uk?!

Grumpyoungman

they are the network operator. mobiles.co.uk are a retailer not a network operator. mobiles.co.uk told me to contact ee about cancelling my contract as i said i wanted to cancel (as im paying for a faulty phone still)

edit: i suspect you were asking that rhetorically but hey

d123

Grumpyoungman wrote: »

they are the network operator. mobiles.co.uk are a retailer not a network operator. mobiles.co.uk told me to contact ee about cancelling my contract as i said i wanted to cancel (as im paying for a faulty phone still)

edit: i suspect you were asking that rhetorically but hey

No, he was really asking why you think it's an EE problem? Are you also considering contacting your electricity supplier to complain to them too? After all it is their electricity that is charging the phone.

Your legal recourse is against your retailer, and no one else, unfortunately you might have already shot yourself in the foot by sending the phone to LG rather than allowing CPW to resolve the issues.

Oh, and you are paying EE for service provision not the handset, if your SIM card is still working then EE is keeping to their side of the contract. The handset not working has got nothing to do with what you are paying EE for.