Returning faulty phone.

dakka69

I bought a refurb mobile phone less than 2 weeks ago, from a UK site I've bought from before, and it has an intermittent fault - it has logged out and shut the screen down about half a dozen times - . I opened a returns request, and now they want me to supply a video of the fault, which will be quite cumbersome given it's nature. I have a nasty feeling this is going to become a battle...How should I proceed?

Aylesbury_Duck

dakka69 wrote: »

I bought a refurb mobile phone less than 2 weeks ago, from a UK site I've bought from before, and it has an intermittent fault - it has logged out and shut the screen down about half a dozen times - . I opened a returns request, and now they want me to supply a video of the fault, which will be quite cumbersome given it's nature. I have a nasty feeling this is going to become a battle...How should I proceed?

How will it be cumbersome to film it? Do you mean it's unpredictable so you can't be on hand to film it just in case?

One of the challenges you might face is what you've done with the phone in the last two weeks. Have you installed any software or apps, for example? It's possible they'll try and wriggle out of helping on that basis.

Matty36

Where did you purchase it from? If its from ebay, just open a case against the seller and you shouldn't need to supply a video

dakka69

Hello. Thanks for responding
Cumbersome because it's impossible to tell when the logout will happen...So could be a very long video.
Bought from Laptopsdirect.co.uk. And the only apps have been the usual social media stuff.

Matty36

Can you tell them that its happening randomly so you cannot make a video?

Their returns policy only seems to mention new products and not refurbished ones that I can see. But even if it is refurbished, you still have a right of return. And you're still within your first 30 days. And when companies sell on refurbished products, they usually add at least a 3 month warranty. But you would have to check.

If they wont accept the return, if you paid via paypal, open a case against them. If you used a credit card, I believe you can claim if the order total was over £100. But I feel I'm getting ahead of myself as they are last resorts

dakka69

I have responded saying it's a random issue, that was yesterday morning...No response yet. I payed with Paypal, so may look into that if needed.
Thanks for your help

Matty36

If you do go the paypal route, u will still have to return the phone beforehand and get proof of delivery. This might be at your cost. Unsure if paypal refund return postage costs.. Some other posters here will know

But give the retailer a chance to sort things out first. They might supply you with a postage paid return label.