What is a reasonable timeframe to repair faulty phone?

Bigears509

One year ago I brought I refurbished Samsung phone from CEX aka we buy.com. It came with a 2 year guarantee.

In may my much loved phone stopped functioning properly, buttons stopped responding.

I sent it with the order info to the repair team at CEX as it was still under warranty.

After two weeks I emailed to ask how the repair was going only to be told that as I had not sent a charger they had not looked at it.

I asked when they were going to notify me about this issue? Also I was never sent a charger by them in the first place, I had brought my own separately. They agreed to use one of their chargers and take a look.

That was one month ago and they still have not checked the phone let alone fixed it! :eek: I get routine emails on an almost daily basis asking me to hang on and that the customer support will contact the relevant team, but no result. I asked for the complaint procedure and was told 'very sorry, we totally understand but hang on'.

I have been without my phone for 6 weeks now. I am self employed and need in contacts and info on the phone.

What can I do? Who do I complain to?

Many thanks, J

pmduk

If it's an android phone the contacts will have been backed up onto your gmail account. While it won't speed up your repair, it will solve the issue of access to your contacts. As for complaining your issue is solely with CEX.

forgotmyname

I did wonder how they would manage with the 2 year warranties on a phone that could be 12 - 24 months old already. How much is actually covered?

The phone is likely to be wiped clean before its return.

mattyprice4004

You complain to CEX, as they're the only people you have any kind of contract / warranty with.
Try the Resolver tool - it's been quite useful in this kind of dispute.