What is the law on returning faulty mobile phones

PaulDesmond

I have a new Galaxy A17 phone. I have had lots of problems with it. After a short time, it told me to enter my password which I forgot to write down. I tried to Hard reset it which required switching the phone off. I tried the volume down + power button. It refuses to turn off. I was advised that it was volume up even though google tells me no. Eventually they told me it may be faulty and to return it. I wanted to cancel the contract as only two days old. PROBLEM

They will not allow me to return the mobile phone unless I factory reset it. I can not reset this faulty mobile phone.

They say that I have to take the phone to a specialist who will do it even though they can not tell me over the phone how to and I go onto google and follow the instructions there.

They tell me that they can not accept the phone as they are only a trading company not the Samsung company. So they can not return it to Samsung in that state.

My argument is under UK law, I bought it from 3 Mobile but they have to accept this faulty phone back but they say NO.

The stupid thing about these phones are if you forget your mobile phone password/pin then you have to do a factory reset. To turn your phone off you need your passord/pin to do this.

JSmithy45AD

Is the phone insured, hint, hint?

oldernonethewiser

PaulDesmond said:

I have a new Galaxy A17 phone. I have had lots of problems with it. After a short time, it told me to enter my password which I forgot to write down. I tried to Hard reset it which required switching the phone off. I tried the volume down + power button. It refuses to turn off. I was advised that it was volume up even though google tells me no. Eventually they told me it may be faulty and to return it. I wanted to cancel the contract as only two days old. PROBLEM

They will not allow me to return the mobile phone unless I factory reset it. I can not reset this faulty mobile phone.

They say that I have to take the phone to a specialist who will do it even though they can not tell me over the phone how to and I go onto google and follow the instructions there.

They tell me that they can not accept the phone as they are only a trading company not the Samsung company. So they can not return it to Samsung in that state.

My argument is under UK law, I bought it from 3 Mobile but they have to accept this faulty phone back but they say NO.

The stupid thing about these phones are if you forget your mobile phone password/pin then you have to do a factory reset. To turn your phone off you need your passord/pin to do this.

That will be a security feature rather than a "stupid thing"

The hard reset is a two stage process, involves volume down and power button until screen goes blank then volume up and power button.

oldernonethewiser

PaulDesmond said:

Is the phone insured, hint, hint? IDIOT question.I buy a phone from 3- Mobile. it is not up to be to pay for insurance to send this piece of !!!!!! back when I am in the 15 day cooling off period. Insurance is for me to claim on if it is lost, stolen or damaged by me. The consumer credit act does not state that you only have a right to return faulty goods bought on line if you insure thm first.

Intelegent answeres only.
l

If you lost the phone you are okay with the fact there is no insurance cover?

Ayr_Rage

Needing a PIN to shut down an Android phone that is showing the lock screen is a SECURITY feature that can be enabled.

If a locked phone is stolen then it cannot be turned off by the thief so if you have Location and Find Hub active it will remain traceable until the battery dies.

vacheron

@JSmithy45AD's slightly facetious wording aside. He has a point. 

In order for the phone provider to test if the phone is faulty. You are required to provide them with access to the device (both physically and electronically) to allow them to test it, however you cannot provide them with electronic access as you have forgotten your password.

If you had a safe installed, were given the key, warned not to lose it, and then lost it, would you be similarly berating the "stupid" installer or safe manufacturer" because it required the key you were given (and lost) to allow them to open the door? 

There are failures which would make it impossible for the phone provder to reach the password stage, such as if the phone or screen had completely died. If you claimed this initially you would probably be able to return it, but then as soon as they see that the phone is working they will require electronic access for the next level of testing. 

This will need to be escalated up the returns chain, or a way found to otherwise invisibly incapacitate the device so that they can't ever reach the password screen.

etienneg

Can you not just let the battery run down until it turns itself off?