Possible faulty phone, need to know my rights!

jenniewb

I have a PAYG smartphone I bought outright from the Carphone Warehouse in January this year (I use it with Giff Gaff) but it's been playing up.


Who do I complain to/ who fixes it? Carphone Warehouse or the phone manufacturer?

Browntoa

CPW , they are authorised repairers for many of the manufacturers

JJ_Egan

Playing up whatever that is i would factory reset first .

Jon_01

If you post more info (Playing up, really doesn't mean anything!), we might be able to suggest a fix for you?

akoreanatemydog

Regarding CPW, my Motorola developed a hardware fault shortly after purchase, CPW agreed that it needed repairing, but refused to do it themselves, or take any responsibility for the device, blaming Motorola. Now they refuse to reply to my emails, and Resolver (after a month or so of no-reply emails) put me on to an ombudsman who don't even represent Carphone Warehouse!
Is there anything I can do at this point, short of taking them to court?
(sorry if this is in the wrong place)

jenniewb

Playing up meaning I can listen to the radio and then all of a sudden out of nowhere, I'll get a sudden volume burst. The volume burst doesn't reflect the volume level if I go to turn it down- it's still set to the level I left it but it's now playing very loudly at me. It means I can have the volume loud, deafeningly loud or silent. There is no quieter or non deafening. I have tried resetting and it makes no difference.


Just recently it now seems to freeze and then close down the radio app but it never actually closes, it just states it's closing. I have to turn off the phone and turn it back on again to get it to reopen. No other apps seem affected but I only listen to the radio (ie, no MP3 or 4s) so can't say if the sound issue occurs on other apps.


So far I've tried a re-set, tried different earphones and have no idea what else to try, I can't see how it's anything other than a fault.

mobilejunkie

Weigh up whether that app is so important to you; CPW tend to return "repaired" phones with "wrecked" ones.

JJ_Egan

Is this an inbuilt app or one you downloaded ??

Jon_01

Will it only do that through headphones or the speaker as well? If it's just the headphones it might be an iffy 3.5 jack socket on the phone.

jenniewb

mobilejunkie wrote: »

Weigh up whether that app is so important to you; CPW tend to return "repaired" phones with "wrecked" ones.

That and a possible "several weeks" long wait to have my handset "repaired" is why I've not just gone and asked them to fix the thing, it seems little point to do that. I did contact Huawei but got no reply from them.

JJ_Egan wrote: »

Is this an inbuilt app or one you downloaded ??

It's an inbuilt app. It's the FM radio (not internet or DAB) so I'm not sure if it can be fixed if it's a hardware issue (being that re-boots have done nothing I'm hazarding a guess at it being a hardware issue).

Jon_01 wrote: »

Will it only do that through headphones or the speaker as well? If it's just the headphones it might be an iffy 3.5 jack socket on the phone.

I've not tried on loud speaker- I have though been through quite a few earphones and headphones (just because I own quite a few) and the issue occurs on all of them. I don't think it's the earphones. If it is the jack socket, the radio only plays with a jack is in the phone so I'm always going to get this issue whatever I try.

d123

jenniewb wrote: »

I have a PAYG smartphone I bought outright from the Carphone Warehouse in January this year (I use it with Giff Gaff) but it's been playing up.


Who do I complain to/ who fixes it? Carphone Warehouse or the phone manufacturer?

Your only legal right to recourse is with your retailer, it's too bad for you its CPW as their repair procedures can sometimes result in you getting something back that is worse than when it went in...