Mobile phone purchase / warranty

j4y322

Hi, I bought 2 samsung s22 ultras at same time from laptops direct, one has worked fine, the other has had many issues, reported initially at 7 month point, had doorstep fix, been to store both at request of Samsung, laptops direct now saying only first 30 days is covered by laptops direct then warranty transfers to Samsung, both want nothing to do with the ohone and pass back to each other, got final response so i can take it to dispute resolution, they recognise promediate but dont use them, promediate have said if they dont use them they have complied, nothing else i can do..... help or advice would be great.

DullGreyGuy

j4y322 said:

Hi, I bought 2 samsung s22 ultras at same time from laptops direct, one has worked fine, the other has had many issues, reported initially at 7 month point, had doorstep fix, been to store both at request of Samsung, laptops direct now saying only first 30 days is covered by laptops direct then warranty transfers to Samsung, both want nothing to do with the ohone and pass back to each other, got final response so i can take it to dispute resolution, they recognise promediate but dont use them, promediate have said if they dont use them they have complied, nothing else i can do..... help or advice would be great.

So, you reported a fault after 7 months and it was fixed (dont know what a "doorstep fix" is but taking that means it was sorted). So the fix didnt work or it broke again?

Warranties, which you seem to have been dealing with to date can have whatever terms the offerer of the warranty wants to give. Most manufacturers choose to offer a 12 month warranty but they dont have to.

Seperate to your warranties you also have your statutory rights under the Consumer Rights Act. This is exclusively with the company you bought from so in this case Laptops Direct (odd we've a bunch of messages about them this week after years of not heaving much of them). 

How old is the phone now?

As it is over 6 months old Laptops Direct can insist you get a report to confirm that there is a fault, its cause etc. The cost of the report can be added to your claim if it supports your case and is your own cost to cover if it says you've clearly damaged it. It's worth speaking to LD before commissioning anything as some companies prefer to arrange their own reviews than have the customer do it and then it's not your financial risk. Just make sure you stay on track with your statutory rights and dont talk about warranties. 

Give its over 6 months old they can also choose to refund the purchase of the faulty phone however would be entitled to deduct from the refund moneys that represent the use you got from the phone before it became faulty. 

j4y322

Hi,  went through LD from 7 month point, doorstep fix was LD put me through to Samsung repair, Samsung arranged Likewize to visit my home to carry out a repair, phone was ok for a week or so then reverted to same issues, went through same channels again told by Samsung to go to ee shop, ee shop said intermittent repair would be impossible to re-create and phone probably faulty from new.
Phone is now 15 months old, no damage at all, other phone purchased at same time is still perfectly fine.
How do i use consumer credit act after all avenues explored thus far and no ombudsman or dispute resolution service available?
Thanks👍

powerful_Rogue

j4y322 said:

Hi,  went through LD from 7 month point, doorstep fix was LD put me through to Samsung repair, Samsung arranged Likewize to visit my home to carry out a repair, phone was ok for a week or so then reverted to same issues, went through same channels again told by Samsung to go to ee shop, ee shop said intermittent repair would be impossible to re-create and phone probably faulty from new.
Phone is now 15 months old, no damage at all, other phone purchased at same time is still perfectly fine.
How do i use consumer credit act after all avenues explored thus far and no ombudsman or dispute resolution service available?
Thanks👍

As it's 15 months old, the onus will be on you to show the fault is due to an issue at manufacture and not because of your actions. My wife dropped her phone on the floor six months ago, no damage on the outside but obviously cause some on the inside. This is something the credit card provider will want ot rule out. If the report is in your favour than you will get that back. Give them a call.