Mobile phone repair taking forever to come back

torx

My first post, I hope you can help for what action (if any) I can take.

On September 16th I sent a mobile phone to be repaired (cracked screen, so LCD replacement) for which they received the next day, however I have still not received it back. Emailing the company on a daily basis but not getting anywhere. It has now been 8 weeks.

This is a simple fix which should have been done in one or two days as advertised, having read the reviews for this company on trustpilot it seems there has been a few with the same issue. Really wish I had read the reviews first and gone elsewhere.

Here is the info from their repair tracker:

19.09.17 Item received IMEI/S/N: *************** black, rear gold, charging, charging port loose, camera, wifi and sound ok, screen front frame scratched, bezel and rear scratched, glass rear flash is cracked Assigned to Technicians - JM 22.09.2017 Awaiting Parts. Please note: Our parts timescale should arrive within 4-7 working days.- Emailed - JM 29.09.17 Repaired By: mb? Failed testing process Assigned to Technicians - JM 04.10.17: Emailed customer for permission to restore. see notes LN 04.10.2017 customer agreed to restore the device. 04.10.17- emailed for google account tL 10.10.17: sent payment request for back camera LN 13.10.17: advised customer of the notes below LN 14.10.17- please test it. if crack on camera lens didn't effected pictures. if no, dispatch TL 14.10.17 notes bellow -mb 23.10.2017 - Repairs will be completed in the next 1-3 days - Emailed - VH 27.10.17 Notes below - JM 03.11.2017 - Looking into this for an update - VH 04.11.2017 - Emailed, failed testing process, waiting for parts - VH

However there has been a lot more info passed over by emails mainly with replies with a generic message stating the technicians/quality control are not happy with the testing/device.

I was told again parts would arrive this week on Tuesday or Wednesday, when I emailed them today they are now stating that parts will arrive next week. I have no idea how long this will go on for.

At one point they also sent me over an invoice for £100 stating the camera also needed replacing which I refused as I knew when I sent it the camera was fine. They then responded it was a mistake and the camera only had a scratch on the lens! After a couple of weeks they came back to me again stating that the camera is faulty however they would replace this at no cost to me.

I restored the device before sending it to them so there was no google account on it however they were adamant there was one on it. I refused to give them my account details with password however with many emails back and forth I just gave up and gave it to them as I wanted my device back. They then emailed me stating I was correct and there was no google account on it! Can I do anything with regards to data protection?

What can I do to get my phone back, for which I know only the LCD screen was cracked and it was such a simple repair?

Although I entered my debit card details when ordering the repair no payment has been taken as of yet.

Greta_Sharbo

Consumer Rights Act 2015. Service must be provided within a reasonable timescale.

Onus is on you to demonstrate that are taking an unreasonable time.

if you can do that you can seek a price reduction

(in this case, either the phone is repaired by them but at a lower price than originally agreed (to be negotiated) or the phone is not repaired and returned to you with a 100% price reduction - i.e. you pay nothing)

You need to be 'making time of the essence' by providing them with a deadline (preferably in writing) or when you expect the phone back (either repaired or not).


What do you want to do with regard to data protection?

JJ_Egan

As above send a letter by recorded delivery .
Look up LBA letter before action .

Likewise not understanding
<Can I do anything with regards to data protection?>

What data ??

torx

Thanks for that, I will give this a go and hopefully get somewhere with it. Although it really does not seem the company know what they are doing.

Ignore the data protection part, I thought maybe I could have taken some action for them making me pass over username and password.

Thanks