Carphone Warehouse and faulty phone

gillybean129

I bought my daughter a Google phone, outright on a credit card for around £320, this has a 2 year guarantee.
A few days after purchase it developed a fault with the speaker and was with another handset.
At 14 months old it had an issue where it turned itself off, kept rebooting, so it was taken back to the original branch for repair. around 5 /6 weeks later it was returned, I later found out it had sat in their branch for 3 weeks before the sent it off.
The same fault developed again around Easter time, again it went back for a further repair, taking around 4 weeks.
This is really annoying, taking it in and as anyone knows students need their devices so it's the inconvenience as well.
So last week the same fault developed, this will be the third time, I processed through resolver website and they are again asking to repair it, when I have asked for a replacement as I don't think it's fit for purpose.
What I want to know is where we stand with this:
1. Having bought on a credit card does it make a difference
2. The 2 year EU guarantee replacement law.
Feel like throwing the damn thing in the bin at this stage!

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gillybean129

Wow! Thank you powerful_Rogue..
This was their last response..
I appreciate this may not be the answer you were looking for, however, it complies with The Carphone Warehouse Repairs policies and procedures, the Consumer Rights Act and the manufacturer's warranty.

I will read your links above and decide on the appropriate response when I am a bit more clued up!

angryparcel

gillybean129 wrote: »

I later found out it had sat in their branch for 3 weeks before the sent it off.

Yes that what happens with most retailers that have repair agreements. They wont just send 1 item away for repair, they will wait until then have a few and send them off in 1 go

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gillybean129

Hi again

Purchased in November 2015
Replaced Handset during 1st two weeks then
Repair 1 December 2016
Repair 2 May 2017

Does this have a bearing on anything?

Re the credit card, I purchased it and I am the secondary cardholder which I believe is a grey area.

wealdroam

gillybean129 wrote: »

Re the credit card, I purchased it and I am the secondary cardholder which I believe is a grey area.

No, it's not a grey area.

Unless the card account holder received benefit from the purchase, section 75 of the Consumer Credit Act will not help you.

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gillybean129

As an initial response on Resolver I am thinking of replying with this:

Thank you for your response, you are correct that it is not the response I would have liked from you.
I know from past experience that a repair would cause further unwanted inconvenience.
You have already replaced the handset and this has been repaired on two occasions, so I reject your offer of a third repair.
I re-iterate that a replacement is required (new not a refurbished model as this could potentially have further problems) I understand that this is reasonable under the Consumer rights act 2015.

Am I on the right lines?

angryparcel

gillybean129 wrote: »

As an initial response on Resolver I am thinking of replying with this:

Thank you for your response, you are correct that it is not the response I would have liked from you.
I know from past experience that a repair would cause further unwanted inconvenience.
You have already replaced the handset and this has been repaired on two occasions, so I reject the phone under the Consumer Rights Act.
I re-iterate that a replacement is required (new not a refurbished model as this could potentially have further problems) I understand that this is reasonable under the Consumer rights act 2015.

Am I on the right lines?

i have added the bit you need too add

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