Faulty Moto G5plus mobile phone.

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  • harz99
    harz99 Posts: 3,643 Forumite
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    Another day, another incorrect assertion from CPW, apparently I'm out of their warranty, no I'm not according to the terms and conditions they linked me to.


    Ping...
  • harz99
    harz99 Posts: 3,643 Forumite
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    As per previous post.


    Ping.


    Soon be time to take further action.
  • harz99
    harz99 Posts: 3,643 Forumite
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    Update, CPW seem to be ignoring me now, so just asked them for the correct address to send an LBA before Small Claims.


    Three more days before Resolver escalate the matter, so S75 now or wait, hmm.
  • hightara
    hightara Posts: 229 Forumite
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    edited 26 January 2018 at 3:51PM
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    I escalated yesterday harz99, got this today

    Dear Mrs XXXXXX,

    I would like to inform you, our department confirmed, all the provided details are correct, we can proceed with the swap. Also, please note, as this procedure can take up to 6-7 weeks.


    For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 03339 997 550 to discuss the matter further with one of our experienced customer service agents. Please contact us any time between the hours of 8am and 6pm from Monday to Friday.

    Kind regards,
    György Andr!s
    Complaint department

    Moto & Lenovo Customer Service Centre
    https://www.motorola.co.uk
    https://www.lenovo.co.uk


    I hope that when they said swap, that it was a refund (I have just asked them to clarify)
    But 6-7 weeks to send the refund back to my account :eek:
    Again I have asked them to justify this time frame, and also directed them to this thread.

    This was not from the Director to whom I have escalated the case to yesterday.
  • harz99
    harz99 Posts: 3,643 Forumite
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    Thanks Hightara, interesting result. I wonder whether you escalating yesterday to Resolver was the cause, or if by coincidence Motorola just made their own decision.
  • hightara
    hightara Posts: 229 Forumite
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    They have not got back yet, but I believe it was coincidence as it was from the Customer Service Centre.
    The escalated case was to Marcus Frost, Chief Executive Officer.
  • hightara
    hightara Posts: 229 Forumite
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    Was on chat yesterday. Got nowhere.
    Got this email this morning

    Dear Customer,

    I would like to inform you, that this is the standard timeframe for the refund procedure, unfortunately, we can not do anything to hurry up this procedure. You asked for a full refund, and we are proceeding with, but this could take 6-7 weeks, until the money it arrives to you bank account.

    Once again, please accept our apologies occurred here, during this procedure.

    For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 03339 997 550 to discuss the matter further with one of our experienced customer service agents. Please contact us any time between the hours of 8am and 6pm from Monday to Friday.

    Kind regards,
    György Andr!s
    Complaint department

    Resolver has not worked in this instance. :(
  • DoaM
    DoaM Posts: 11,863 Forumite
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    In either or both of the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 there is a definition of how long a seller has to make a refund. I'm pretty sure that 6-7 weeks exceeds the statutory requirements.
  • hightara
    hightara Posts: 229 Forumite
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    edited 29 January 2018 at 3:39PM
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    thank you DoaM
    they will not budge, even with me sending all the details via Resolver, escalating to the Director. So from late November until now..I have not had a phone. It is with them.

    http://www.legislation.gov.uk/ukpga/2015/15/contents

    DoaM which section should I try?
  • harz99
    harz99 Posts: 3,643 Forumite
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    So, I decided to see what escalating via Resolver brings, apart from learning of the 21 days they then require you to wait before a final escalation - not a lot so far.
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