CeX Terms and Conditions

Bandit15

Hi,

I purchased a Samsung Galaxy Fold 4 in April 2023 and the hinge failed in October 2023. CeX exchanged it like for like without question. The same thing then happened a couple of weeks ago and returned expecting the same outcome. However the store I took it to rang me after reviewing the phone suggesting the factory applied protective cover had been removed. I'll admit I genuinely cannot remember if I did or didn't and would likely have done the same to the previous Fold 4, although after all the horror stories from previous generations where it damaged the screen I would be suprised if I did remove it on either.

I contacted the head office as recommened by the store and began a dialogue which resulted in them idetifying part F below.

• PART - I (General)

• 3. Product Warranty

3.1 24-Months Warranty: CeX offers a 24 month warranty on all items with certain exceptions as detailed in clause 3.1.1, and for a lesser time period for certain products as detailed in clause 3.1.2.3.1.1 Exceptions to the Warranty - This warranty does not cover the following-a. Physical damageb. Liquid damagec. Any damage caused by rooting/ jailbreaking a deviced. Removable covers such as battery covers, port/interface covers and lens capse. Any items with single use codes e.g. software, game activation codes or subscription codesf. Removing the pre-installed screen protector from a Flip/Fold phone deviceg. Any items offered under CeX Apparels

After reading it I believed it meant the protective cover was not replaceable under warranty not that the warranty was void if the cover was removed as conditions outlining the voiding of the warranty were covered in a nother section. That may well just be my ignorance to such documents.

I have since found out that this was not included in their T&C's at the time of my original purchase nor when I replaced the phone in October. So the T&C's have been changed outside any transction I made with them and I have fallen on the wrong side of the change.

Given how easily they resolved the first issue with replacement I find it difficult to understand how they could then behave the way they have by continuinly trying to find a way out of what I consider to be their duty to me as a consumer. In part because the failure has abosolutely nothing to do with the hinge breaking. I could have applied another cover before taking to the store and this wouldn't be an issue, or so it would seem based on how CeX have behaved.

This continues to be unresolved as the head office suggested they were going to speak with the store again.

Any thoughts on this would be appreciated.

Ectophile

In your first paragraph, you seem to be very uncertain as to whether or not you broke the phone.  My understanding of folding phones is that the screen protector is an integral part of the screen and must never be peeled off.

No warranty is going to cover something you broke.

Bandit15

The cover is a replaceable item and peels away on its own in a lot of cases. Even if the cover is removed that doesn't mean it broken. Certainly didn't the first time it was replaced.

My main point is the change in terms and conditions after I changed my phone. 

You were missing the point