Carphone Warehouse - Mobile phone repair under warranty

jgallcash

My brother is having some problems with Carphone Warehouse and I just wanted to clarify the postion a little.


His mobile (Samsung Ga;axy S 7) has seemingly developed a fault and keeps crashing and freezing and rebooting. It is still within its two year warranty and so he took it to a store who sent it off to be repaired.


He tells me that there was a slight coming away of the screen at the top of the phone but that this did not affect the phone and was not the reason the phone kept freezing and crashing as the screen had been like that for some time.


CPWH have sent the phone back and refused to fix the fault saying that the screen must be repaired first. Their comments are as follows:


"[FONT=Arial,sans-serif]We fix handset under license from the[/FONT] [FONT=Arial,sans-serif]manufacturers. The manufacturers[/FONT][FONT=Arial,sans-serif] [/FONT][FONT=Arial,sans-serif]removes any warranty on a phone if damage is found externally or internally.
[/FONT] [FONT=Arial,sans-serif]Therefore to reinstate your warranty the damage to your phone must be fixed by a accredited repairer before any other types of fault can be fixed under warranty.[/FONT]"


It doesn't seem hugely unreasonable to me but I wondered what you experienced folk thought. Are they allowed to refuse fixing an issue under warranty if the problem isn't related to the screen?


Thanks in advance

marliepanda

They can refuse to fix and issue under warranty if the customers name becomes with J, if thats what the warranty terms say.

JJ_Egan

See multiple identical posts .
Warranty rejected due to screen damage .
Note warranty is not your Consumer Rights under the law .