Screen Replacement Warranty

RefluentBeans

Hi all! 

I have an iPad Air which I accidentally damaged the screen on. In March I had the screen repaired by a company (FixMyBrokenScreen). Specifically this was a glass repair, which they differentiate in their warranty. Repair was good. But this weekend the screen fell out of the body of the chassis and smashed again. I believe the culprit to be the glue they used. 

The company offers a 90-day warranty on the glass replacements. 

I understand that if it was product I was purchasing from a store (say a new iPad), I’d have consumer protection from the retailer that working 6 months there is assumed fault unless the supplier/retailer can prove otherwise and they have a right to repair.

My question is, do I have any consumer protections for a repairs by third parties? I’m now outside of the 90-day warranty, so would be falling back to consumer law to help me. Or am I acting on the good will of the company? 

Any advice on how to proceed would be greatly appreciated! Thank you 

the_lunatic_is_in_my_head

Hello OP

The screen replacement was a service so you have a separate contract for this which is covered by consumer rights (if you are a consumer) with FixMyBrokenScreen.

Have you contacted them yet to say the screen fell out? If they aren't willing to help then your position would be that they didn't perform the service with due care and skill however the cost of repair would be a factor, I've no idea on the cost of such things so if it was £40 a sum small is hard to recover, if it was £200 then it might be worth chasing. 

If you find they are unhelpful do they have any social media where you can voice your experience? 

tightauldgit

Consumer rights say a service should be performed with reasonable care and skill - so if the screen has fallen out after 4 months I'd say that wasn't done. Your remedy would be a repeat performance - in other words they fix the screen again for you. 

RefluentBeans

Have you contacted them yet to say the screen fell out? If they aren't willing to help then your position would be that they didn't perform the service with due care and skill however the cost of repair would be a factor, I've no idea on the cost of such things so if it was £40 a sum small is hard to recover, if it was £200 then it might be worth chasing. 

Okay - that makes sense. I’m in contact with them currently. So if they decline under the warranty (which I feel they may do) - I can appeal to them under their obligations under consumer rights, referring to the due care and skill provision?

I obviously don’t want to go in all guns blazing; but wasn’t sure if my rights as it was a service - so thank you for clearing it up for me! 

the_lunatic_is_in_my_head

RefluentBeans said:

Have you contacted them yet to say the screen fell out? If they aren't willing to help then your position would be that they didn't perform the service with due care and skill however the cost of repair would be a factor, I've no idea on the cost of such things so if it was £40 a sum small is hard to recover, if it was £200 then it might be worth chasing. 

Okay - that makes sense. I’m in contact with them currently. So if they decline under the warranty (which I feel they may do) - I can appeal to them under their obligations under consumer rights, referring to the due care and skill provision?

I obviously don’t want to go in all guns blazing; but wasn’t sure if my rights as it was a service - so thank you for clearing it up for me! 

Sounds sensible  

Reasonable care and skill is detailed here

https://www.legislation.gov.uk/ukpga/2015/15/section/49

Hopefully it's a straightforward one to be resolved, (apart from user misuse) I would say a screen should never fall out of a phone/tablet.