Question

Return faulty phone?

  • 6 January 2024
  • 7 replies
  • 102 views
G
Rank

I upgraded from a SIM only plan to a Motorola RAZR 40 ultra in August. 

I have had multiple software issues and have had to factory rest my phone multiple time, I have now have microcracking under the display at the crease and I have had to take the phone back to carphonewarehouse to try and get it fixed. They have said it should be over 2 weeks before I have my phone back. 

I have lost confidence in the phone due to this, the software issues and the hinge getting loose after less than 4 months. 

Am I able to return the phone and go back to a SIM only deal at all? Is there anyway to achieve that as it seems to have a fault with the cracking of the display. 

7 replies

Tom
Rank
Userlevel 7
Badge +4

Hi @Gingerfur 

 

Unfortunately we’d only be able to return a device purchased directly from us within the returns period, as this purchase was in August this has lapsed.

 

We also wouldn’t be able to return a device that has been physically damaged, we’d recommend speaking directly to Motorola or taking it to your local Currys store to have it sent off for repair.

 

Tom

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G
Rank

It has been sent off for repair, which leaves me without the phone I am paying for each month. If it has broken after this short a time, not damaged by me but broken due to a flaw in the phone it is not going to last until the end of the contract is my concern 

Kash
Rank
Userlevel 7
Badge +7

Hi @Gingerfur,

We are sorry to hear this.

We would advise contacting the manufacturer for further information on the quality of the handset.

Motorola offer 1 year warranty so as long as you don’t physically damage the handset you’ll be covered for any faults for the first year.

 

Kash

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G
Rank

And what about the second year? 

You have sold a phone that has broken itself whilst having normal use in 5 months it is not going to last the full 24 months that you have sold me a contract for 

Tom
Rank
Userlevel 7
Badge +4

Hi @Gingerfur 

 

I’m not sure what you mean by the second year, your chosen device has a 1 year warranty with the manufacturer, your contracted term and warranty length are not related in any way.

 

Tom

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G
Rank

You have sold me a phone on a 2 year contract that is obviously not fit for purpose, there is an expectation that if you sell a phone on a two year contract the phone should last regardless of the manufacturers warranty 

Tom
Rank
Userlevel 7
Badge +4

Hi @Gingerfur 

 

The manufacturers warranty is completely separate to that of your contract length, sorry.

 

Tom

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