At Wits end with Motorola

tim_n

Just over a month ago, charging via USB became intermittent and shortly after, impossible.

I returned it to Motorola who quoted 3-4 days from receipt for a repair and it was under warranty.

Over 23 days later, it was finally returned after they'd lost the paperwork, ignored my emails, told me they couldn't repair without an original bill, then they needed my IMEI number (which as I'd chucked the box the only location was on the phone they had, so I assume they'd lost the phone etc)

When the phone was returned (no notification of any sort that the issue had been resolved and it was being dispatched) it arrived poorly packaged and further damage had been occurred.

As I went direct to the manufacturer for the repair and they have failed to repair in a reasonable period of time, they have offered to repair again. I have said I can't do without a phone for another month and have no faith I would receive my phone in a timely matter.

Under the Consumer Rights Act 2015 I have the right to ask for a refund, which I've done, but Motorola are the manufacturer not the originating shop I purchased from.

Who should I chase for my refund?

System

Your contract is with the retailer.

Atasas

Warranty by manufacturer never includes more than repairs, as an consumer right, you are quoting, as if you would have bought it directly from manufacturer.

mobilejunkie

You can hardly ask the retailer for a refund - you by-passed them for the repair. The only case against Motorola for further damage by them - almost impossible to prove by the sounds of it. Since they have offered to repair it methinks that's the best you can hope for.

d123

tim_n wrote: »

As I went direct to the manufacturer for the repair and they have failed to repair in a reasonable period of time, they have offered to repair again. I have said I can't do without a phone for another month and have no faith I would receive my phone in a timely matter.

Under the Consumer Rights Act 2015 I have the right to ask for a refund, which I've done, but Motorola are the manufacturer not the originating shop I purchased from.

Who should I chase for my refund?

If you knew all about the CRA why did you mess up so badly by circumventing a discussion with the retailer with whom your statutory rights lay and allow a third party (which in terms of your contract with the retailer Motorola is) to work on the handset?

The retailer can now simply point back to the repairer you used without their authorisation.