Motorola won't return my phone

Stephjai

My Motorola phone stopped working.
It was within the 12 month guarantee window so I sent it to them to be repaired.
It cost me £2.54 recorded delivery through the post office.
They said the problem was not covered under the warranty but they would fix it for £120.
I said don't bother as it's not worth that much, send it back to me.
They want to charge me £19.54 to send it back to me.
I said what if I organised a courier.
They said no.
I offered to pick it up as their warehouse is in the same town as my mum.
They said no.

What are my rights?
I will not pay £19.54 for postage that should cost around £3.00 max. I know they want to keep the phone so they can refurbish it and then resell it as it's in good nick. Grrrrrr!

noelphobic

Stephjai wrote: »

My Motorola phone stopped working.
It was within the 12 month guarantee window so I sent it to them to be repaired.
It cost me £2.54 recorded delivery through the post office.
They said the problem was not covered under the warranty but they would fix it for £120.
I said don't bother as it's not worth that much, send it back to me.
They want to charge me £19.54 to send it back to me.
I said what if I organised a courier.
They said no.
I offered to pick it up as their warehouse is in the same town as my mum.
They said no.

What are my rights?
I will not pay £19.54 for postage that should cost around £3.00 max. I know they want to keep the phone so they can refurbish it and then resell it as it's in good nick. Grrrrrr!

I'm currently having problems with Motorola myself. What was the fault in the phone. Was it sent to Norwich? Mine was sent there twice for repairs and came back worse each time.

Buzby

Was the cost to return initially disclosed to you? If not, then you could argue the toss.... however it appears they want to discourage returns of unrepaired kit. Motorola phones are made by Lenovo (M pulled out of manufacturing a good many years ago). The repairer will be a local firm contracted repairs for a number of manufacturers.

noelphobic

Buzby wrote: »

Was the cost to return initially disclosed to you? If not, then you could argue the toss.... however it appears they want to discourage returns of unrepaired kit. Motorola phones are made by Lenovo (M pulled out of manufacturing a good many years ago). The repairer will be a local firm contracted repairs for a number of manufacturers.

Mine went to Norwich, which is a long way from me, so I assume they do all UK Motorola repairs (although mine was unsuccessfully 'repaired' twice).

flashg67

Did your £2.54 service include insurance? I imagine they want to insure it when they return it which will probably £7-£10 at a guess, as they'll be responsible if it goes missing. Add in time for an employee to pack & post & I and can see how they can gt to £20?