No return for faulty phone

Haras

I received a mobile phone for Christmas. On starting up the screen was covered with horizontal green lines and the phone was completely unusable. Carphone Warehouse refused to refund or replace as it had been ordered 32 days previously and should have been returned within 30 days. It had been wrapped up waiting for Christmas Day - mistake obviously. They are also unable to repair it and have told us to contact the manufacturer directly. It doesn't seem right that the company which has sold us a faulty item can refuse to help. Is there anything we can do?

Manxman_in_exile

Was it explained to Carphone Warehouse that it was being returned because it was faulty, not under their own return's policy?

It's the person who bought the 'phone - not you - who needs to enforce their consumer rights against the retailer.

Aylesbury_Duck

As above, if you want to take action, you need to get the purchaser to take it up with CW.  

neilmcl

Don't they, like a lot or retailers, have extended returns periods for Xmas purchases anyway.

Money_Grabber13579

neilmcl said:

Don't they, like a lot or retailers, have extended returns periods for Xmas purchases anyway.

It doesn’t look like they have extended returns but they do say they’ll repair if the terms of the manufacturer’s warranty are met.

born_again

Applies in some cases

https://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view()=c{2aec4d60-bcb7-11de-e56d-000000000000}

Alderbank

born_again said:

Applies applied in some cases

https://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view()=c{2aec4d60-bcb7-11de-e56d-000000000000}

A very old link, expired two years ago

Haras

Manxman_in_exile said:

It's the person who bought the 'phone - not you - who needs to enforce their consumer rights against the retailer.

My husband bought it for me and he's the one who's trying to get it sorted out.

Haras

Money_Grabber13579 said:

It doesn’t look like they have extended returns but they do say they’ll repair if the terms of the manufacturer’s warranty are met.

They have only recently started selling these phones and say they have no facility to repair them and that we must contact the manufacturer directly. I don't know why the shop can't return it to the manufacturer on our behalf.

Money_Grabber13579

Haras said:

Money_Grabber13579 said:

It doesn’t look like they have extended returns but they do say they’ll repair if the terms of the manufacturer’s warranty are met.

They have only recently started selling these phones and say they have no facility to repair them and that we must contact the manufacturer directly. I don't know why the shop can't return it to the manufacturer on our behalf.

You probably should be able to get them to agree to do that if you put enough pressure on them but ultimately, if it’s going to go back to the manufacturer for repair, it might be quicker to send it off yourself and avoid the middle man.

JJ_Egan

You post it back to retailer >> They post it to manufacturer .

>> They post it back to retailer >> they post it back to you .