Phone Supplier Limbo

darloboy5

Hi All

Wondering if anybody could offer any advice as currently stuck in limbo between Apple / O2 / Carphone Warehouse

iPhone 6 Plus purchased on O2 via Carphone Warehouse in April 2015.

Just before Christmas my phone stopped making and receiving calls intermittently, I would simply get "call failed" come up when trying. I spoke to O2 and they sent me a new sim card to try in the phone. New sim card arrived and same problem, tried sim card in another phone and it worked ruling out an issue with any local network problems or sim specific so O2 advise me to go to an O2 store for further support.

I go into O2 on 27th December who try all the same things I have, reset "Network Settings" see the error themselves and advise that I need to take it to Apple. Off I go to Apple who haven't got any appointments so I come back in on 29th December. Apple confirm that it is a fault with the phone and that as I am out of warranty it falls under Consumer Law so produce a report and advise me to take this to O2.

Off I go back to O2 who advise me that as the phone and contract was arranged through Carphone Warehouse I need to speak to them, however they would be willing to purchase the phone off me for £200 and let me upgrade early to a new phone (I don't want to do that at this stage). Therefore, off I go to Carphone Warehouse.

Now in Carphone Warehouse I explain my problems again and that I have advise from Apple (I show the report) and that I would like to get this resolved. CPW advise me that I would have to pay for a repair as the letter from Apple does not state that it is an "inherrent fault" despite it referencing Consumer Law, now I object to paying for a repair as this is simply a case of something out of my control and quite clearly not my fault. I have no luck and leave quite frustrated!

On my return home I have phoned CPW to try and see if speaking to someone that way will assist, instead get the same response as from the store and also get advised that this does not fall under Sales of Goods Act! I have escalated to a manager and now have to wait 32 business hours for a callback!!! How long..????

In the meantime I also call Apple again to try and see if they can assist any further by perhaps updating the wording, but Apple advise that in their eyes I have done nothing wrong to cause this fault and that the letter they have provided should be sufficient.

Therefore I am stuck in limbo and a bit confused as to what my next steps are as I currently have a £700 device not able to perform it's main function. When I tweeted all three companies about this CPW where the ones who were the least help and basically told me unlucky if I didn't have insurance!!

Help!!

d123

Your only issue is with CPW as they are your retailer, neither Apple nor o2 have any responsibility to do anything, unfortunately CPW after sales service is pretty awful and you might have to actually take them to court to get anywhere.

mobilejunkie

In times past I found CPW always repair within two years; trouble is, they always make phones worse than they werer to start with. And they weren't iphones (dread to think what condition they'd come back in). The never required a receipt - they could tell from the imei number.