What do I do next? Please help

Richiet76 · 2 September 2019 at 6:38PM

Hi Guys, just wanted some advice as what to do next.

I bought a mobile phone from AO. com 2 months ago.
It was great for the first 6 weeks, until one day it got extremely hot whilst on charge (to the point the glass back was so hot I had to allow it to cool down before picking it up)

Since then there is some screen bleading on the screen.

Anyway I contacted AO and basically they just keep fobbing me off and trying to get me to deal with the manufacturer (Honor) directly.

Ive told them my contract is with them and its their responsibility to liaise with whoever in regards to any form of inspection/repair. Or provide a replacement or refund

They appear unaware of Consumer/statutory rights and are basically washing their hands of any responsibility and its up to me to send it directly to the manufacturer (well SBE repair centre)

Any advice of what I should do next? Should I send to the manufacturers repair centre myself?

Is it guaranteed if it gets lost/damaged in the post? Or would that be on my head?

I'm at a loss of what the right thing is to do next

Aylesbury_Duck · 2 September 2019 at 6:57PM

Quick question: Did you charge it with the compatible charger or were you using a third party charging plug/lead? I ask because it's one reason why batteries can overheat or become damaged.

preable · 2 September 2019 at 9:54PM

What brand of charger did you use?

Richiet76 · 3 September 2019 at 7:03AM

I used the Huawei charger and cable that came in the box

CardinalWolsey · 3 September 2019 at 7:14AM

It's often faster to deal directly with the manufacturer and their agents, rather than with the retailer - even though your contract is with them. However, I would always recommend making first contact with the retailer - and ask them for a call reference and/or record the call (as this will evidence you having made contact with them from a consumer rights perspective). If they ask you to then contact the manufacturer, then do so - otherwise you will end up having to send your device to the retailer, the retailer then has to process and ship it to the manufacturer / their supplier, and re-process it on the return route. Lots of places things can go amis.