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Sim free Carphone W phone broke just within guarantee,what can I expect? |
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#1 |
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Forum Member
Join Date: Apr 2008
Posts: 10,390
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Sim free Carphone W phone broke just within guarantee,what can I expect?
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. |
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#2 |
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Join Date: Sep 2003
Location: Sandy Heath, Beds. UK
Posts: 10,379
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You mean, it stopped working 10 days after the guarantee?
Have you tried a replacement battery? |
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#3 |
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Forum Member
Join Date: Apr 2008
Posts: 10,390
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Quote:
You mean, it stopped working 10 days after the guarantee?
Have you tried a replacement battery? |
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#4 |
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Forum Member
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,876
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Take it to CPW?
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#5 |
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Forum Member
Join Date: Apr 2008
Posts: 10,390
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Quote:
Take it to CPW?
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? |
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#6 |
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Forum Member
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,876
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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.
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#7 |
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Forum Member
Join Date: Jul 2007
Posts: 3,987
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Quote:
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? |
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#8 |
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Forum Member
Join Date: Apr 2008
Posts: 10,390
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Quote:
You're entitled to have CPW send your phone away to be repaired.
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. |
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#9 |
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Forum Member
Join Date: May 2008
Posts: 139
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Quote:
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. |
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#10 |
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Forum Member
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,876
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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.
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#11 |
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Forum Member
Join Date: May 2008
Posts: 139
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Quote:
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.
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#12 |
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Forum Member
Join Date: Jul 2007
Posts: 3,987
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Quote:
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. |
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#13 |
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Forum Member
Join Date: Apr 2008
Posts: 10,390
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Quote:
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).
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#14 |
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Forum Member
Join Date: Mar 2000
Location: This forum
Posts: 3,389
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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). |
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#15 |
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Forum Member
Join Date: Apr 2008
Posts: 10,390
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Quote:
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.
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. |
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#16 |
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Forum Member
Join Date: Jul 2007
Posts: 3,987
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Quote:
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. 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. |
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#17 |
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Forum Member
Join Date: Dec 2002
Location: East Midlands
Posts: 3,840
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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. |
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