Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • harz99
    • By harz99 12th Jan 18, 12:43 PM
    • 2,651Posts
    • 2,579Thanks
    harz99
    Faulty Moto G5plus mobile phone.
    • #1
    • 12th Jan 18, 12:43 PM
    Faulty Moto G5plus mobile phone. 12th Jan 18 at 12:43 PM
    Hi, back in May '17 I bought the above phone new and sim free from Carphone Warehouse with a 2 year warranty.


    It worked perfectly up to November '17, at which point it started firstly dropping the phone signal and refusing to reconnect without being turned off and rebooted, secondly it also started frequently dropping the wifi connection at home or elsewhere.


    Shortly after Christmas I went back to the CPW shop I bought from, they pointed me to Motorola and returning direct to them for repair which I did.


    Having had the phone back for a week, although the phone signal seems steady, the wifi connectivity has gone back to being as bad as previously and I know its not my router etc. as my old Samsung S3 maintains continuous wifi connection with no problems.


    Can I return the phone to CPW as faulty and insisit they deal with it via replacement or am I going to be stuck in a continuous loop of returning for repair until the warranty finally runs out?


    Advice gratefully received.
Page 3
    • DoaM
    • By DoaM 11th Feb 18, 8:03 PM
    • 4,261 Posts
    • 4,305 Thanks
    DoaM
    Did you buy direct from Motorola? That letter needs to be sent to whomsoever you purchased from.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • hightara
    • By hightara 11th Feb 18, 8:29 PM
    • 194 Posts
    • 134 Thanks
    hightara
    DoaM..... mine was directly purchased from motorola.uk........ harz99 through carephonewarehouse
    I have been through resolver until it could help no more. So I thought a letter before action?

    thank you
    • harz99
    • By harz99 12th Feb 18, 5:05 PM
    • 2,651 Posts
    • 2,579 Thanks
    harz99
    Well although I haven't exhausted Resolver yet, with CPW not having responded to my first level of escalation, I decided to send an S75 letter to my credit card provider a week ago today.


    Guess what - no response, currently waiting for one to an electronic message I sent today to the CC provider, which got an auto response so at least I know it got there!
    • Moneyineptitude
    • By Moneyineptitude 12th Feb 18, 5:51 PM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    I have been through resolver until it could help no more.
    Originally posted by hightara
    I haven't exhausted Resolver yet,
    Originally posted by harz99
    Resolver is just an E-Mail template. The same (lack of) result could have been achieved by simply contacting the company direct.

    In the same way, Martin Lewis's name may still be used on this website, but he is no longer involved in it's day-to-day running. He sold the site a few years back but even prior to that didn't respond to forum posts.
    • hightara
    • By hightara 12th Feb 18, 6:29 PM
    • 194 Posts
    • 134 Thanks
    hightara
    thank you Moneyineptitude,
    I have also been in contact with the company directly along side Resolver.
    • Moneyineptitude
    • By Moneyineptitude 12th Feb 18, 6:42 PM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    I have also been in contact with the company directly along side Resolver.
    Originally posted by hightara
    Yes, I've read your (long) story and it seems to me that you have no other alternative than to simply wait for the refund to reach your account. I can't personally see any reason for the delay, particularly as they appear to be blaming PayPal for this. The company are clearly determined not to circumvent their processes in your case, but have you thought of contacting PayPal? PayPal won't refund you, but they might exert some influence over Lenovo/Motorala to expedite your refund.

    I'm guessing you have also used Twitter and Facebook to highlight the situation?

    To be honest, though, I think you'll just continue forlornly complaining on forums etc until the money is paid in the timescale they originally quoted. Court proceedings (if it came to that) would take significantly longer than the six-seven weeks you've been quoted for refund.
    Last edited by Moneyineptitude; 12-02-2018 at 6:50 PM.
    • harz99
    • By harz99 14th Feb 18, 6:43 PM
    • 2,651 Posts
    • 2,579 Thanks
    harz99
    Resolver escalation has now brought me contact from the CEOs office at CPW, we may be getting somewhere...
    • Moneyineptitude
    • By Moneyineptitude 15th Feb 18, 12:05 AM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    Resolver escalation has now brought me contact from the CEOs office at CPW, we may be getting somewhere...
    Originally posted by harz99
    .............
    • harz99
    • By harz99 20th Feb 18, 1:04 PM
    • 2,651 Posts
    • 2,579 Thanks
    harz99
    Handset taken into shop today, and returned to CPW who are refunding the purchase price to my credit card.


    This will take a few days longer to hit the card as the shops tills are programmed to refuse refunds after 30 days, so an e-form has to be completed for CPWs HQ to process and a further 3-5 days wait.


    Nearly there now, and if I wanted to, Resolver kindly told me this morning I could escalate further if needed, we'll wait and see.
    • Moneyineptitude
    • By Moneyineptitude 20th Feb 18, 9:10 PM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    Resolver kindly told me this morning I could escalate further if needed
    Originally posted by harz99
    That's an automated notification, you realise?
    • harz99
    • By harz99 23rd Feb 18, 9:26 AM
    • 2,651 Posts
    • 2,579 Thanks
    harz99
    So, a 250 refund hit my credit card yesterday from CPW.


    I had raised an S75 claim as well at the time Resolver made the first escalation for me, however the CC company had not got as far as contacting CPW, so the success is due to firstly Resolver, and then the CPW CEOs office in accepting their responsibility and authorising a full refund.


    I now have a Samsung J5 (2017) as a replacement which I managed to find for 166.95 including delivery from a UK source, 9 for a case, so I'm also better off by roundly 74.
    • hightara
    • By hightara 24th Feb 18, 11:51 AM
    • 194 Posts
    • 134 Thanks
    hightara
    Glad you finally got sorted harz99
    I am still waiting on my refund from Motorola. I have exhausted all that resolver can do for me. So just have to keep waiting.
    • Moneyineptitude
    • By Moneyineptitude 24th Feb 18, 3:07 PM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    so the success is due to firstly Resolver...
    Originally posted by harz99
    Well done on obtaining a refund, but how is your refund due to Resolver? Resolver, as I said earlier in the thread, is simply an E-Mail template and achieves nothing extra you could not have achieved alone with a letter, E-Mail or even repeated telephone calls. Resolver is convenient, but it certainly doesn't increase in any way your chances of making a successful complaint.
    As evidenced by;
    I am still waiting on my refund from Motorola. I have exhausted all that resolver can do for me.
    Originally posted by hightara
    Indeed, as well as multiple posting here and elsewhere on the internet.

    I'm certain you will get your refund, but only in the timescale you were originally briefed of.
    • hightara
    • By hightara 24th Feb 18, 5:55 PM
    • 194 Posts
    • 134 Thanks
    hightara
    Indeed, as well as multiple posting here and elsewhere on the internet
    Have you a problem with that? How does that contribute to my issue?
    Insult in the guise of enlightening us about Resolver, which we are very well
    aware is a very handy template.
    I have posted on this thread and trustpilot, if you have an issue with that
    keep anymore snide comments to yourself, they are not warranted.
    Last edited by hightara; 24-02-2018 at 6:02 PM.
    • Moneyineptitude
    • By Moneyineptitude 24th Feb 18, 6:15 PM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    Insult in the guise of enlightening us about Resolver, which we are very well
    aware is a very handy template.
    Originally posted by hightara
    I'm not sure where I have "insulted" you? My posts here have mainly been dismissive of Resolver and attempts to influence a retailer by repeated posts on the internet. I stand by those posts.

    As I've said all along, you'll have to wait for the refund process you were advised of from the outset and there is nothing you can do on the internet to hurry that process. I apologise if that is somehow "insulting".

    Did you make any approach to Paypal as I suggested?
    • harz99
    • By harz99 24th Feb 18, 11:45 PM
    • 2,651 Posts
    • 2,579 Thanks
    harz99
    I'm not sure where I have "insulted" you? My posts here have mainly been dismissive of Resolver and attempts to influence a retailer by repeated posts on the internet. I stand by those posts.
    Originally posted by Moneyineptitude

    You are so wrong, none of my posts are an attempt to influence a retailer!


    They are however designed to firstly flag up the problem with the Moto G5 series handset, secondly to show how Resolver can possibly help, and lastly to show that CPW (and possibly other retailers) can be persuaded to fulfil their obligations under the consumer protection laws.


    If you don't personally like a thread and it's posts nobody forces you to continue reading or to comment, on the other hand someone else doing a search in the future may just find the thread useful, so I'm very happy to have reported the steps of my journey to a positive outcome.
    • Moneyineptitude
    • By Moneyineptitude 25th Feb 18, 1:16 PM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    You are so wrong, none of my posts are an attempt to influence a retailer!
    Originally posted by harz99
    This thread is complicated by having two OP's who seem to think my responses are interchangeably referring to them personally.

    As I said earlier (in response to you), well done on getting your refund, but Resolver (while a handy tool) was in no way responsible for the result of your complaint. With such a valid and compelling complaint, you would have garnered the same result simply by writing your own E-Mail, letter or 'phone call.
    So my only "criticism" is levelled at your promotion of Resolver, which I think is misguided.

    The other OP, though, has used Resolver in an attempt to speed up a refund which has already been agreed. He's learned that it is not always possible to get what you want by posting about it extensively on the Internet. Many have tried such tactics in the hope that the company concerned will capitulate ( rather than have the publicity?) but in this case it clearly hasn't worked. The other Op will therefore have to wait for the period he was advised from the outset.


    This is a discussion forum. I was therefore simply stating my opinion on this thread. No one has been "insulted" and it's not the case that I don't "like" the thread. You are free to disagree with my point of view, just as I am free to disagree with yours.

    Why attempt to stifle such discussion?
    • hightara
    • By hightara 25th Feb 18, 2:07 PM
    • 194 Posts
    • 134 Thanks
    hightara
    Yes, I've read your (long) story and it seems to me that you have no other alternative than to simply wait for the refund to reach your account. I can't personally see any reason for the delay, particularly as they appear to be blaming PayPal for this. The company are clearly determined not to circumvent their processes in your case, but have you thought of contacting PayPal? PayPal won't refund you, but they might exert some influence over Lenovo/Motorala to expedite your refund.

    I'm guessing you have also used Twitter and Facebook to highlight the situation?

    To be honest, though,I think you'll just continue forlornly complaining on forums etc until the money is paid in the timescale they originally quoted. Court proceedings (if it came to that) would take significantly longer than the six-seven weeks you've been quoted for refund.
    Your non-insulting condescending offer of help?
    Do not try to justify your issue with this thread by your last post.
    I will not be responding to anymore of your comments, as it may deflect from the explanation that harz99 has already posted.
    Last edited by hightara; 25-02-2018 at 2:20 PM. Reason: had to reboot router
    • Moneyineptitude
    • By Moneyineptitude 25th Feb 18, 2:34 PM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    Your non-insulting condescending offer of help?
    Originally posted by hightara
    I simply offered my opinion that you wouldn't get anywhere with this whatever you did. The main reason I posted originally was to warn you that any court action would simply delay your refund still further.

    Fully thirteen days on (a fortnight) from my initial post are you not STILL waiting?

    As I've said repeatedly, this is a discussion forum. There is therefore no need to feel that anyone not posting in your favour is automatically against you personally (or the thread)

    Regardless, I'm retiring from this thread (too)

    I think the thread has run it's course already.
    • harz99
    • By harz99 25th Feb 18, 6:07 PM
    • 2,651 Posts
    • 2,579 Thanks
    harz99


    This is a discussion forum. I was therefore simply stating my opinion on this thread. No one has been "insulted" and it's not the case that I don't "like" the thread. You are free to disagree with my point of view, just as I am free to disagree with yours.

    Why attempt to stifle such discussion?
    Originally posted by Moneyineptitude

    Your wrong again, this thread is not on a discussion forum otherwise it would be under Discussion Time not Consumer Rights.


    The Consumer Rights board exists to enable people to seek help and advice on consumer problems and for those with relevant advice and knowledge such as DoaM and agrinnall to help in the way they have earlier in this thread. All you have done is carp and criticise which is helpful to no one and only serves of use to up your post count.


    And that is also my final word on the subject.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

3,769Posts Today

8,800Users online

Martin's Twitter