Help warranty please

dc64

know this might be the wrong place to post this, sorry. My son bought a phone from CashConverters in Feb, He's had lot's of probs with it. He's even contacted Samsung directly. who have told him the phone isn't even from the EU so they can't do anything. He contacted the CC where he bought it they told him there was only 1 months warranty, but on twitter someone told him it's 6 months warranty on everything. Does anyone have any ideas where to go next? They're not answering his messages anymore. Thanks in advance.

angryparcel

this is all it says about a warranty and returning defective goods

6. Warranty Policy
When purchasing goods from Cash Converters stores via the auction site, Customers are entitled to assume:

1. The goods they are purchasing are of satisfactory quality
2. The goods are fit for all purposes for which they are supplied
3. The goods are safe and durable
4. That where any written description is applied to the goods, that the goods match that description

If the above are breached, customers may be entitled to certain remedies which include refund, repair or replacement. But you will need to contact the store the item(s) was purchased from.

When delivering the goods to the address, if a 3rd party at the address accepts delivery of the goods on your behalf, we are not responsible if this individual fails to pass the goods on to you.


7.3 RETURN OF DEFECTIVE GOODS

You, the buyer, must inspect the items as soon after delivery as is reasonably practicable and must notify the store in which you purchased the item(s). The store information can be found on both your receipt and the dispatch note, however if you have difficulties contacting the store in question or cannot locate the relevant information to do so, please contact our Customer Services Department on 0845 0348271 or via email to customerservices.uk@cashconverters.com.

You must return any defective or faulty item to us within 10 working days from the date of delivery.

Provided you notify us of any defects and return the defective item within the periods set out above we will either replace your item on a like for like basis or we will refund your payment in full including the item’s original postage charge within 10 working days of the defective item being returned to us.

wealdroam

dc64 wrote: »

know this might be the wrong place to post this, sorry. My son bought a phone from CashConverters in Feb, He's had lot's of probs with it. He's even contacted Samsung directly. who have told him the phone isn't even from the EU so they can't do anything. He contacted the CC where he bought it they told him there was only 1 months warranty, but on twitter someone told him it's 6 months warranty on everything. Does anyone have any ideas where to go next? They're not answering his messages anymore. Thanks in advance.

You have up to six years to seek a remedy from the seller.

During the first six months following the sale the goods can be assumed to have been faulty at the time of purchase, so unless the seller can prove otherwise, they have to provide a remedy.

That remedy could be either a repair, replacement or a full refund.

So it's back to Cash Converters.

How did your son pay for this item?
If by credit card and the purchase price was over £100 then a claim under Section 75 of The Consumer Credit Act might be appropriate.

dc64

He paid through his bank, the thing is lots of people are experiencing the same problem with the phone.

dc64

They seem to think if the don't respond the problem will go away. Does anyone have a magic frightening term to make them respond?

wealdroam

The OP has two threads running on this issue.

Here's the other one:

forums.moneysavingexpert.com/showthread.php?t=5659733

wealdroam

dc64 wrote: »

They seem to think if the don't respond the problem will go away. Does anyone have a magic frightening term to make them respond?

Have a read of MSE's How to Complain article.

dc64 wrote: »

He paid through his bank,

What does that mean?
He used a debit card?
He paid by bank transfer?
Or something else?

dc64

He paid online through his bank.

unholyangel

dc64 wrote: »

He paid online through his bank.

And was what payment made via card? Debit card? Credit card?

I presume he ordered online also? He wouldn't happen to still have a copy of the product page? What sort of problems is he having with it?

Its not a 6 month warranty precisely. A condensed version of your rights is basically within first 30 days, you can insist on a refund. You need to be able to show the goods dont conform to contract (dont match description, arent fit for purpose, arent of satisfactory quality etc) but if the goods dont conform within first 6 months, the law assumes the lack of conformity was inherent and its for the trader to prove they werent. They have 1 attempt at a repair or replacement, if goods still don't conform then you can reject for a refund again. If exercising the right to reject (for refund) in first 6 months, the refund cant be reduced to take into account use he has had from it.

Ian011

angryparcel wrote: »

please contact our Customer Services Department on 0845 0348271

Usage of a premium rate 0845 number for after-sales enquiries and issues is a breach of Regulation 41 of the Consumer Contracts Regulations 2013. This came into effect on 13 June 2014.

In cases of non-compliance, Regulation 41(2) gives callers the right to a refund of call costs incurred over and above whatever an equivalent call to an 01, 02 or 03 number would have cost.

Additionally, failure to mention call costs immediately alongside a premium rate 0845 number is a breach of Ofcom regulations effective 1 July 2015.