Faulty phone help!

xxJudexx

My mum purchased a motorola phone from carphone warehouse 5 months ago. A couple of weeks ago it developed several faults. The touch screen stopped working, couldn't lock the phone and couldn't access notifications are just a few problems.

We took the phone back to CW who were happy to send it off for repair.

Go back to pick the phone up and they are saying they can't repair it and we have to send it to the manufacturer! Apparently they aren't authorized repairers.

It's already been a week so I kicked up a bit of a fuss and got the consumer rights act up on my phone stating my contract was with them but they were having none of it.

If I have to send this phone to the manufactuer it's going to be at least another two weeks my mum will be without a phone for.

Should I insist they repair/replace/refund or just bite the bullet and send it off myself? I'm just really worried it's going to get damaged in transit and we'll not have any comeback

cono1717

Your contract is with them, however they can send it to anyone to get it repaired, in this case they are sending it to the manufacturer. If it get's damaged in transit that is their responsibility to take.

andystephens

I used to work for CPW years back as a phone repairer.

There were times that I couldnt fix it in house and would have to send it off to the manufacturer. There was a clause somewhere in their literature warning that it could take 14 working days

xxJudexx

They aren't sending it off though. They want me (my mum!) to speak to the manufacturer and organise a repair. All this after they sent it off to their own repair place.

andystephens

Back in the day I used to do it

they must have changed it

bris

You can insist on them sending it off for you but tbh the staff don't get taught the proper consumer rights procedure and just do what the management tell them.


It's much quicker to do it yourself, although I don't know the motorolla procedure, Samsung and HTC who I have sent phones back to were very quick in the turnaround.

noelphobic

xxJudexx wrote: »

They aren't sending it off though. They want me (my mum!) to speak to the manufacturer and organise a repair. All this after they sent it off to their own repair place.

I've sent my Motorola off twice for a repair - to the Lenovo service centre in Norwich - it's come back worse each time.

Look at my thread about ghost touch on Moto G4

noelphobic

https://forums.moneysavingexpert.com/discussion/5518666

xxJudexx

Oh great, that does not give me confidence of actually getting a working phone back!
My mums phone also has this problem, I didn't even think to add that to the list of all the other problems it has!

I tried reaching out to Carphone Warehouse on social media but they went as far to say I don't have any kind of contract with them, I don't think they have any understanding of the difference between a sales contract and a mobile phone contract! So I fired off an email complaint and at least got them to say they will reimburse any costs I have in posting the thing to Motorola. They still wouldn't agree that it should be their responsibility to be sorting this!

Not that personal issues should matter but my mum is disabled and needs to be at home most of the day so this running around is really not helpful at all!!

noelphobic

xxJudexx wrote: »

Oh great, that does not give me confidence of actually getting a working phone back!
My mums phone also has this problem, I didn't even think to add that to the list of all the other problems it has!

I tried reaching out to Carphone Warehouse on social media but they went as far to say I don't have any kind of contract with them, I don't think they have any understanding of the difference between a sales contract and a mobile phone contract! So I fired off an email complaint and at least got them to say they will reimburse any costs I have in posting the thing to Motorola. They still wouldn't agree that it should be their responsibility to be sorting this!

Not that personal issues should matter but my mum is disabled and needs to be at home most of the day so this running around is really not helpful at all!!

If there's already been one failed repair I would strongly advise against sending it for another one. As the phone was purchased less than 6 months ago you do not have to accept a second repair. At the very least I would push for a replacement, ideally for a refund.

Was the phone purchased by credit card and did it cost over £100? If so you can make a Section 75 claim with the credit card company.

noelphobic

xxJudexx wrote: »

Oh great, that does not give me confidence of actually getting a working phone back!
My mums phone also has this problem, I didn't even think to add that to the list of all the other problems it has!

I tried reaching out to Carphone Warehouse on social media but they went as far to say I don't have any kind of contract with them, I don't think they have any understanding of the difference between a sales contract and a mobile phone contract! So I fired off an email complaint and at least got them to say they will reimburse any costs I have in posting the thing to Motorola. They still wouldn't agree that it should be their responsibility to be sorting this!

Not that personal issues should matter but my mum is disabled and needs to be at home most of the day so this running around is really not helpful at all!!

I have emailed BBC Watchdog about the problems with ghost touch. Could I ask you to please do the same. If they get enough complaints it may go on Watchdog. They did a piece on a known fault with Fitbits this week, and Fitbit's customer service is a lot better. I would also tell them about the problems with Carphone Warehouse.