DS Forums

 
 

Sim free Carphone W phone broke just within guarantee,what can I expect?


Reply
Thread Tools Search this Thread
Old 02-07-2016, 15:51
cultureman
Forum Member
 
Join Date: Apr 2008
Posts: 10,390

Hi. As stated above, my sim free phone (LG G3) bought from Carphone W has completely stopped working within 10 days of the end of its guarantee period. It's completely lifeless.

What response / offer can I expect from them if they say it can't be / they've not prepared to repair it? (I'm assuming they won't have a new LG G3 to give me as replacement.) Equally what does the law say they are obliged to do?

Thanks.
cultureman is offline   Reply With Quote
Please sign in or register to remove this advertisement.
Old 02-07-2016, 16:16
Stig
Forum Member
 
Join Date: Sep 2003
Location: Sandy Heath, Beds. UK
Posts: 10,379
You mean, it stopped working 10 days after the guarantee?

Have you tried a replacement battery?
Stig is offline   Reply With Quote
Old 02-07-2016, 16:25
cultureman
Forum Member
 
Join Date: Apr 2008
Posts: 10,390
You mean, it stopped working 10 days after the guarantee?

Have you tried a replacement battery?
No 10 days before end of guarantee. Definitely not battery issue (tried replacement). Phone is completely dead, went instantly from full power to black, lifeless screen. Wondering what happens if phone terminally dysfunctional. What do they replacement it with etc?
cultureman is offline   Reply With Quote
Old 02-07-2016, 19:25
Gigabit
Forum Member
 
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,876
Take it to CPW?
Gigabit is offline   Reply With Quote
Old 02-07-2016, 21:59
cultureman
Forum Member
 
Join Date: Apr 2008
Posts: 10,390
Yes but I'm asking what I can expect when I do?

Do CW sometimes try to fob people off with less than they are strictly entitled to? And what is it that people in my situation are strictly entitled to? A new phone of comparable quality and specs? My original money back? (I think this is unlikely since I've had virtually 2 years use from the phone I bought.) A repair regardless of labour and parts costs?

What has been other people's experience in similar situations, particularly with CW?
cultureman is offline   Reply With Quote
Old 02-07-2016, 22:00
Gigabit
Forum Member
 
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,876
Well they might try and fob you off but you're in the warranty period so there's not much they can do. I'm not trying to be rude but nobody here can tell you what they'll do, just take it in.
Gigabit is offline   Reply With Quote
Old 02-07-2016, 22:24
d123
Forum Member
 
Join Date: Jul 2007
Posts: 3,987
Yes but I'm asking what I can expect when I do?

Do CW sometimes try to fob people off with less than they are strictly entitled to? And what is it that people in my situation are strictly entitled to? A new phone of comparable quality and specs? My original money back? (I think this is unlikely since I've had virtually 2 years use from the phone I bought.) A repair regardless of labour and parts costs?

What has been other people's experience in similar situations, particularly with CW?
You're entitled to have CPW send your phone away to be repaired.
d123 is offline   Reply With Quote
Old 03-07-2016, 10:14
cultureman
Forum Member
 
Join Date: Apr 2008
Posts: 10,390
You're entitled to have CPW send your phone away to be repaired.
Thank you so much for your response. I have one supplementary question.

If it is repaired as you suggest, then one would expect that particular aspect of the phone's functioning to be 'as new'. But what if the same fault comes back again in a few months, but his time outside the 2 year guarantee period? Can CPW absolve themselves of responsibility because it is now outside warranty period, or are they obliged still to further repair or replace because the preexisting fault hasn't been satisfactorily dealt with?

Thanks to anyone who can offer further advice.
cultureman is offline   Reply With Quote
Old 03-07-2016, 10:40
wb9999
Forum Member
 
Join Date: May 2008
Posts: 139
Thank you so much for your response. I have one supplementary question.

If it is repaired as you suggest, then one would expect that particular aspect of the phone's functioning to be 'as new'. But what if the same fault comes back again in a few months, but his time outside the 2 year guarantee period? Can CPW absolve themselves of responsibility because it is now outside warranty period, or are they obliged still to further repair or replace because the preexisting fault hasn't been satisfactorily dealt with?

Thanks to anyone who can offer further advice.
Having the item repaired does not extend the warranty. So any re-occurrence of the same issue is tough luck. The warranty is offered by LG, not CPW. You may need to contact LG to make use of the warranty. The retailer (CPW) is not obliged to do anything after 6-12 months, unless you can prove that the item was not of merchantable quality when bought. But you would need to pay an expert to prove that. It's easier to contact LG direct for a warranty repair.
wb9999 is offline   Reply With Quote
Old 03-07-2016, 10:43
Gigabit
Forum Member
 
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,876
Depending on when you bought it you've either got the Sale of Goods Act or the Consumer Regulations 2015. Those are with the retailer you purchased the item from.
Gigabit is offline   Reply With Quote
Old 03-07-2016, 10:47
wb9999
Forum Member
 
Join Date: May 2008
Posts: 139
Depending on when you bought it you've either got the Sale of Goods Act or the Consumer Regulations 2015. Those are with the retailer you purchased the item from.
Those are not applicable if you're claiming on a manufacturer's warranty, as it would be in the case of a 2 year warranty on phones. They would only apply in the first 12 months or if you can prove the phone was not of merchantable quality or fit for purpose.
wb9999 is offline   Reply With Quote
Old 03-07-2016, 12:16
d123
Forum Member
 
Join Date: Jul 2007
Posts: 3,987
Thank you so much for your response. I have one supplementary question.

If it is repaired as you suggest, then one would expect that particular aspect of the phone's functioning to be 'as new'. But what if the same fault comes back again in a few months, but his time outside the 2 year guarantee period? Can CPW absolve themselves of responsibility because it is now outside warranty period, or are they obliged still to further repair or replace because the preexisting fault hasn't been satisfactorily dealt with?

Thanks to anyone who can offer further advice.
It's doesn't have to make the phone 'as new', just as it was, so 'as 23 months 3 weeks old'. You don't automatically gain additional warranty from the procedure (though some companies will give the repair a warranty, eg Apple give an additional 90 days, you'd have to check with the manufacturer).
d123 is offline   Reply With Quote
Old 03-07-2016, 12:44
cultureman
Forum Member
 
Join Date: Apr 2008
Posts: 10,390
It's doesn't have to make the phone 'as new', just as it was, so 'as 23 months 3 weeks old'. You don't automatically gain additional warranty from the procedure (though some companies will give the repair a warranty, eg Apple give an additional 90 days, you'd have to check with the manufacturer).
My point wasn't about the repair making the phone as a whole new, simply that particular aspect of it that is broken and then fixed. That repair in my opinion should have a reasonable life expectancy, comparable in some measure to the part as it was when new; in the same way as repairing say a part of a car does. If you get part of a relatively new car repaired or replaced (and less than two years is no great age for a top end - at time of purchase - smartphone), and then a few months later it goes again, the repair / replacement surely was inadequate.
cultureman is offline   Reply With Quote
Old 03-07-2016, 12:48
jchamier
Forum Member
 
Join Date: Mar 2000
Location: This forum
Posts: 3,389
Worth a read on your consumer rights:
http://www.moneysavingexpert.com/sho...funds-exchange

and specifically you should know whom is responsible:
http://www.moneysavingexpert.com/sho...-exchange#know

(Hint, its the place you paid your money - ie the shop, not the manufacturer).
jchamier is offline   Reply With Quote
Old 03-07-2016, 12:48
cultureman
Forum Member
 
Join Date: Apr 2008
Posts: 10,390
Those are not applicable if you're claiming on a manufacturer's warranty, as it would be in the case of a 2 year warranty on phones. They would only apply in the first 12 months or if you can prove the phone was not of merchantable quality or fit for purpose.
Is a top of the range (when bought) smartphone that lasts less than 2 years in normal use, 'of merchantable quality'?

What is the normal life expectancy of a smartphone within the industry expected to be? I mean a tv or washing machine that didn't last two years in normal use would be considered to be a dud, regardless of the formal warranty length.
cultureman is offline   Reply With Quote
Old 03-07-2016, 14:01
d123
Forum Member
 
Join Date: Jul 2007
Posts: 3,987
Is a top of the range (when bought) smartphone that lasts less than 2 years in normal use, 'of merchantable quality'?

What is the normal life expectancy of a smartphone within the industry expected to be? I mean a tv or washing machine that didn't last two years in normal use would be considered to be a dud, regardless of the formal warranty length.
From a statutory viewpoint after 6 months it would be your responsibility to produce the evidence and get a court to agree with you that it's an inherent or manufacturing defect. Not the easiest thing when a phone is an electronic item that can face abuse and rough handling in everyday use.

A phone isn't a TV or washing machine that sits nice and warm in a corner of a room and only gets used in that one place.
d123 is offline   Reply With Quote
Old 07-07-2016, 11:30
Richard_T
Forum Member
 
Join Date: Dec 2002
Location: East Midlands
Posts: 3,840
Try looking online for the same fault with the same phone, play s such as as a would be a good start, print them off and use that as evidence of a manufacturing/design/general long standing known fault.
However don't expect a brand new replacement, your more likely to get a return, repair or vouchers/refund to the market value of the device second hand.
Richard_T is offline   Reply With Quote
 
Reply




 
Forum Jump


All times are GMT. The time now is 17:35.