Hi ​@Winchman, 

Thank you for getting in touch.

Please note that once you have passed the initial 30-day returns period, you are outside of the returns window and are no longer eligible for a device return or refund under iD Mobile’s policy.

However, I can confirm that your handset is covered by a 1-year manufacturer’s warranty, which provides support in the event of a manufacturing fault during this period.

You can also take the handset to a Currys store for a store technician to look into the issue however I cannot confirm if there will be costs involved. 

Owethu

Thanks for your reply 

uk consumer law does not put a time on it so why only 12 months? Its an expensive product so should last longer

Hi ​@Winchman, 

Thank you for your reply.

I completely understand your concerns, especially as this is an expensive purchase, and I appreciate you raising this.

To clarify, your device is covered under the manufacturer’s warranty for 12 months, which is the standard period provided by the device manufacturer for faults that are due to manufacturing issues. This is separate from your 30-day returns period, which applies only for change of mind or early return requests.

You are also correct that under UK consumer law, your rights are not strictly limited to 12 months. However, these rights relate to whether a product is deemed to be of satisfactory quality, fit for purpose, and as described, and protection can extend beyond the manufacturer’s warranty depending on the nature of the fault and usage of the device.

After the manufacturer warranty period ends, any claims would need to be assessed on a case-by-case basis under consumer law, and this would typically be handled directly with the manufacturer or an authorised repair centre to determine whether a fault is considered inherent or due to wear and tear or usage.

At this stage, if your handset is still within the manufacturer’s warranty period, we would recommend proceeding with a warranty assessment either:

• Through the manufacturer directly, or
• By visiting a Currys store for a technician assessment, who can advise on next steps

Please note that any repair decisions, including potential costs outside of warranty cover, would be confirmed following inspection.

Owethu

Complain to the manufacturer not seller.

Thanks for your reply

A £30 phone comes with a 12 month warranty, a much more expensive phone should last longer that’s only reasonable

my my contract is with ID mobile so the issue is with them as that’s uk law not with the other people you mention 

the phone has been back to apple and repaired once and now has the same fault so should really be replaced

Uk law the contract is with the seller no one else but quite often sellers try to avoid this

Hi ​@Winchman.

Thanks for your post.

iD Mobile is the network provider, not the device manufacturer. This means we provide the mobile service (calls, texts, data and billing), while the handset itself is supplied by a manufacturer.

If the issue relates to the device, it may need to be assessed under the manufacturer’s warranty. However, if it’s related to your service or account, we’ll be happy to help and look into this for you.

Thanks,

Marquerita

The iD Mobile Team

Thanks for your reply

in uk law the contract is with the person who supplies the goods and you pay for the goods /  services 

the phone was supplied as part of a two year contract so it’s for ID mobile to sort out not someone else

just talk to your legal team

its sold in the uk so governed by uk law

Hi ​@Winchman.

Thank you for your post. I understand your concerns regarding contract and responsibility.

To make sure we can properly assist you, could you please confirm what specific issue you’re experiencing with your device or service? At the moment, we don’t have details of the fault or problem you’re referring to.
Once we have a bit more information, we’ll be able to advise you on the correct next steps and make sure this is handled as quickly as possible for you.

Thanks,

Marquerita

The iD Mobile Team

Thanks for your reply 

the camera failed when it was under 12 months old

i I took it to an Apple shop who repaired it same day

the phone now has the same fault 

the repair has not lasted