Faulty mobile phone: retailer no longer in business

TriggerFish

Hi guys,

I've got a bit of a quandary with the situation regarding a fault on my LG G4 (if you're thinking of one, I wouldn't bother!). Now, the phone has been away for repair twice for this fault already, and has broken within a week of return each time. The problem lies with the wireless charging - I've tried two different covers (purchased at cost to myself, as well as two different chargers).

Anyway, LG will doubtless repair the phone again, only for it to fail immediately (if you Google LG G4 wireless charging problems, it's clear it's a widespread design fault), so I don't really want to go down this road, combined with a full battery charge lasting 3-5 hours, I'd much rather seek a refund. However, I bought the phone from Ratuken (formerly play.com) who have ceased trading in the UK.

From everything I've read, I'm meant to go to the retailer directly, who would look at giving me a refund. As this isn't an option, what are my rights to demand of LG? I don't want another repair as they're proven not to work, and their support people don't seem willing to stray from their 'send it in, we'll fix it' script.

Thanks!
Joe

wealdroam

TriggerFish wrote: »

Hi guys,

I've got a bit of a quandary with the situation regarding a fault on my LG G4 (if you're thinking of one, I wouldn't bother!). Now, the phone has been away for repair twice for this fault already, and has broken within a week of return each time. The problem lies with the wireless charging - I've tried two different covers (purchased at cost to myself, as well as two different chargers).

Anyway, LG will doubtless repair the phone again, only for it to fail immediately (if you Google LG G4 wireless charging problems, it's clear it's a widespread design fault), so I don't really want to go down this road, combined with a full battery charge lasting 3-5 hours, I'd much rather seek a refund. However, I bought the phone from Ratuken (formerly play.com) who have ceased trading in the UK.

From everything I've read, I'm meant to go to the retailer directly, who would look at giving me a refund. As this isn't an option, what are my rights to demand of LG? I don't want another repair as they're proven not to work, and their support people don't seem willing to stray from their 'send it in, we'll fix it' script.

Thanks!
Joe

As you say, your statutory rights lie with whoever sold the thing to you.

The manufacturer owes you nothing beyond that offered in their warranty/guarantee. I have yet to see any manufacturer's warranty that has provision for offering a refund to a consumer, but check your documentation.

Did you make this purchase with a credit card?
If so, then the credit provider is equally responsible for the performance of the contract.
Have a read of MSE's Section 75 article, where you will see:

If the retailer/supplier has gone bust - go to your credit card provider

Here it's clear-cut, you can't go to anyone else so the only option is to claim from the credit company. Simply call your credit provider and tell it what you're doing. Actually say: "I am making a claim under Section 75 of the Consumer Credit Act".

TriggerFish

Thanks - I'd forgotten section 75

In checking my emails to see if I paid with a credit card or not (I think I did, but I lost my cards and had them all reissued, so the numbers don't tie up, but the expiry date does tally with a credit card) I found that ratuken is a bit like Amazon Marketplace/eBay, and that the order was actually fulfilled by another firm, expansys, who are still in business.

I will email expansys and see, but my first thought is that it's them whom I should be contacting, and then Nationwide if they're no help.