WileyFox phone repair caught up in insolvency

tg73

tl;dr: My phone was sent in to WileyFox for repair prior to the company going into administration. I've not been able to get any response from their support people for a week. What should I do? What rights do I have?

Following an email exchange with WileyFox support, and under their instruction, I sent in my WileyFox phone for repair/replacement under warranty on 29th January this year, using a prepaid label they provided. I have proof of posting, and I have a photo of the phone packaged before closing the packing box. According to reports (I can't post links yet, google for "wileyfox administration"), WileyFox went into administration on 5th February. I only discovered this news today due to a lack of response to my requests for an update (emails sent on 7th Feb and again today). The phone was purchased from amazon.co.uk on 17th October 2017, sold by Amazon EU S.a.r.L., paid using a credit card (AMEX), the phone (sold as a manufacturer boxed single SKU with a case and 1yr screen replacement cover scratch card) cost £149.99 inc VAT. The fault with the phone was that the WileyFox-supplied cable started melting and smoking at the phone end during charging, causing visible damage to the cable and the phone (I have photos) - so this was likely a pretty clear-cut manufacturing defect, and I would expect a straight replacement phone and cable.

So, what can I do (if anything) to get a repaired/replaced phone, or my money back, or recover my property (the damaged phone)? What are my rights?

agrinnall

I'd speak to your card issuer about a S75 claim (assuming the phone cost more than £100).

tg73

Just read up about it, will give that a go, glad I kept photos etc, thanks for the advice.

neilmcl

Good job I didn't buy one of these just before Xmas. Shame really as they generally are pretty good phones.

Browntoa

I thought they were hoping to come out of administration and were honouring warranty

Browntoa

Yep , read this

http://www.mobilenewscwp.co.uk/2018/02/12/wileyfox-will-continue-despite-administration/

Warranty honouring

tg73

Well, not a peep from their support people as of today (22nd Feb), and my phone is still in limbo. So I'm not sure how well their intent to honour warranty is working out.

Keep_pedalling

agrinnall wrote: »

I'd speak to your card issuer about a S75 claim (assuming the phone cost more than £100).

The OP said it was a damaged phone sent to the manufacturer for repair, so they have no claim from the supplier (Amazon) or the credit card company.

agrinnall

Keep_pedalling wrote: »

The OP said it was a damaged phone sent to the manufacturer for repair, so they have no claim from the supplier (Amazon) or the credit card company.

I respectfully disagree in terms of the S75 claim (which is what I suggested, I didn't mention Amazon). It's at least worth a try even if it's turned down.

pmduk

Given that it's Amazon it might be worth trying them, their Customer service is so good they might be prepared to help purely on a goodwill basis.

tg73

Update:

Amazon did make positive noises about sorting the issue themselves, but I didn't keep up with chasing them so I don't know what might have come of that. Anyhow, as of about a week ago, a package turned up from the repair company with what is probably a new or reconditioned phone and a new charging cable. There was no further communication from WileyFox in the interim period. I guess this follows from the Santok/STK rescue, but still took several months even after that.