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I purchased a phone for my daughters birthday - it has now started playing up.
keeps freezing/switching itself off /quite often texts just dont get sent.
I complained and asked for a replacement ( happy to take another model) or refund .
here is the reply
Thanks for your email.
Please accept my sincerest apologies as I understand that a faulty handset can be very frustrating so please find enclosed the Carphone Warehouse repairs/replacement policy.
Your handset was purchased on 3 December 2009 and unfortunately, the 28 day money back guarantee we offer is only in place for the first 28 days after purchase, which you have now exceeded.
If you have had your handset longer than 28 days since purchase then the only resolution for this situation is to send your handset off to be repaired by taking it to any one of our stores.
Carphone Warehouse do not exchange or refund handsets that become faulty outside of the first 28 days since purchase.
After this 28 day exchange period and providing the fault is covered under the manufacturer's warranty, we will repair it for you within 14 days free of charge. If the handset has to go back to the manufacturer directly for a more complex repair this timescale is extended to 28 days.
We know how inconvenient it is to be without a mobile while yours is being repaired and we may be able to loan you one but please be aware you may have to pay a £50.00 deposit (refundable once the loan mobile is returned) and this service is subject to availability and in no way a mandatory part of the process.
The Carphone Warehouse will not alter or deviate from this policy.
If you do still have further queries regarding this issue, or any other, feel free to contact us again via email, letter or alternatively you can call our Customer Support Team on 0870 087 0168 where an advisor is standing by to help.
Regards,
am I wasting my time taking this any further - just that 28 days seems a short time for them to insist on a repair?
keeps freezing/switching itself off /quite often texts just dont get sent.
I complained and asked for a replacement ( happy to take another model) or refund .
here is the reply
Thanks for your email.
Please accept my sincerest apologies as I understand that a faulty handset can be very frustrating so please find enclosed the Carphone Warehouse repairs/replacement policy.
Your handset was purchased on 3 December 2009 and unfortunately, the 28 day money back guarantee we offer is only in place for the first 28 days after purchase, which you have now exceeded.
If you have had your handset longer than 28 days since purchase then the only resolution for this situation is to send your handset off to be repaired by taking it to any one of our stores.
Carphone Warehouse do not exchange or refund handsets that become faulty outside of the first 28 days since purchase.
After this 28 day exchange period and providing the fault is covered under the manufacturer's warranty, we will repair it for you within 14 days free of charge. If the handset has to go back to the manufacturer directly for a more complex repair this timescale is extended to 28 days.
We know how inconvenient it is to be without a mobile while yours is being repaired and we may be able to loan you one but please be aware you may have to pay a £50.00 deposit (refundable once the loan mobile is returned) and this service is subject to availability and in no way a mandatory part of the process.
The Carphone Warehouse will not alter or deviate from this policy.
If you do still have further queries regarding this issue, or any other, feel free to contact us again via email, letter or alternatively you can call our Customer Support Team on 0870 087 0168 where an advisor is standing by to help.
Regards,
am I wasting my time taking this any further - just that 28 days seems a short time for them to insist on a repair?
