LG refuse to repair phone

Turnip13

I bought an LG G4 mobile phone last December from Vodafone online. I paid for the phone outright via debit card, and it was pay as you go, so no contract with Vodafone. The phone has developed a fault which basically causes it to continuously reset and is unusable. This fault has been acknowledged by LG as an issue with the motherboard. There are countless examples of online. I contacted LG who agreed to repair the phone for free. However, after 2 weeks of waiting, the phone was returned with no paperwork. I powered the phone up and it clearly had not been repaired. When I contacted LG they stated that my phone is rooted and the warranty is therefore invalid. I have never rooted the phone and asked for evidence of this alleged root, but nothing has been provided. LG have advised that I contact trading standards if I want to contest it. There seems to be two issues that I am stuck on. Firstly, LG are saying that my phone is rooted, which it isn't. Secondly, the fault with the phone is unrelated to whether or not it is rooted. I'm not really sure where to go from here if there is anywhere, as I have hit a brick wall with LG. Thanks in advance for any suggestions!

wealdroam

Turnip13 wrote: »

I bought an LG G4 mobile phone last December from Vodafone online. I paid for the phone outright via debit card, and it was pay as you go, so no contract with Vodafone. The phone has developed a fault which basically causes it to continuously reset and is unusable. This fault has been acknowledged by LG as an issue with the motherboard. There are countless examples of online. I contacted LG who agreed to repair the phone for free. However, after 2 weeks of waiting, the phone was returned with no paperwork. I powered the phone up and it clearly had not been repaired. When I contacted LG they stated that my phone is rooted and the warranty is therefore invalid. I have never rooted the phone and asked for evidence of this alleged root, but nothing has been provided. LG have advised that I contact trading standards if I want to contest it. There seems to be two issues that I am stuck on. Firstly, LG are saying that my phone is rooted, which it isn't. Secondly, the fault with the phone is unrelated to whether or not it is rooted. I'm not really sure where to go from here if there is anywhere, as I have hit a brick wall with LG. Thanks in advance for any suggestions!

Time for you to read MSE's Consumer Rights guide.

In there, amongst other good stuff, you will find:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

I know your seller didn't send you to LG, but the principle remains - your statutory rights are with whoever sold the thing to you.

Discuss with Vodafone Online how the phone could've become rooted before it was sold to you.

JJ_Egan

You can get is My Phone Rooted Apps to test .

Turnip13

Yes, I have tested with Root Checker app which confirms that it is not rooted. I always used Lloyds and Barclays apps which both will not run on rooted phones.