Posted by shanespencer
My wife got the LG KF600 from CPW about a month ago. She loves it, but over the past four weeks, the thing has repeatedly switched itself off suddenly. This has been annoying to say the least. Today, it switched itself off but it would not switch on again. She tried taking the battery and SIM out then putting it all back, but nothing worked. When she plugs the phone in to charge, nothing happens. The phone is completely dead.
She wants to get it replaced or refunded, not repaired. What rights does she have on this? Can anyone offer any advice?
*Edit*
Just remembered one thing; she has everything except the protective case - she misplaced that - does that affect her rights?
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my iPhone[ This Message was edited by: shanespencer on 2008-05-04 14:12 ]
Posted by Muhammad-Oli
Uh I'd say they'll just repair it. Theres not much chance of a replacement if it can be repaired. That will almost always be the first thing they try.
Posted by maki101
Why are you against repairing?
Posted by shanespencer
On 2008-05-04 15:47:04, maki101 wrote:
Why are you against repairing?
I'm not, my wife is. It's because we haven't had a good experience with their repair service in the past.
Posted by Muhammad-Oli
I think repairs everywhere are pretty shoddy. A fellow New Zealander here, carkitter, has just received his phone back from repairs very scratched up, and I've had light scratching experiences.
But, unfortunately you have to put up with that because they won't just give you a new phone because you don't particularly want it anymore.
Posted by shanespencer
It's not a case of her simply not wanting it any more, it's more a case of paying £200 for a phone that dies within four weeks. She's not had an LG before, and she won't again. Not a good first impression of a company, is it?
In any case, she just called me - CWP wouldn't replace it, she has to send it in for 'repair'. Should take seven days for them to reinstall the firmware.
Posted by maki101
I think that you can replace it just in the first week of use,
so I'm afraid that your wife don't have any choice except the repairing.
When you take it to the service just say them about your bad experience last time and your hope that will not repeat...
Posted by Bonovox
This is common with LG phones i hear. Anyway a Carphonewarehouse staff member once told me under their insurance terms they replace a phone with a completely new one if it is unusable to which by the sounds of it your wifes phone is. If its just a fault but everything else is working then its repair but they should replace it as its only a month old and its already dead. Dont take no for an answer. If you get nowhere get in contact with Radio WM in West Midlands Ed Doolan deals with consumer issues and when companies hear from him they back down trust me. Good luck.
Posted by shanespencer
Thanks a lot for your help, Bonovox
Posted by jcwhite_uk
if it is less than 30 days old them they will replace it with a new one. If it is over 30 days then it goes for repair. I had this last year.
Posted by shanespencer
I'm going with her on Thursday on my day off; we'll see how it goes. Oh, and Bonovox is right - this is common with this phone - my wife looked on an LG forum and found loads of people complaining of the same problem...
Posted by Euromancer
As fair as I am aware it is up to the consumer to decide what they want when an item has been confirmed to be faulty and is under a manufactures warranty. The consumer has free choice of a refund, repair or exchange against the faulty goods. And the retailer can only suggest the best course of action and not force the consumer into one particular choice.
If you take an item back with proof of purchase (which doesn't have to be the till receipt) within 6 months of purchase it is the retailer responseability to prove the phone was not faulty when they sold it to you. Also anything over £100 would be best purchased on a Credit Card since it affords you fair better rights than that of cash or debit card.
http://www.adviceguide.org.uk[....]ur_rights_when_things_go_wrong
[ This Message was edited by: Euromancer on 2008-05-04 16:18 ]
Posted by shanespencer
That's an interesting link, thanks. She did pay with a credit card, so it might be worth looking into that.
Posted by Esater
AFAIK, under CPW t&cs (as with most shops) if there is a fault within 30 days you can choose between a refund, new replacement or repair.
But after 30 days its most often a repair only. I suppose they can offer a replacement/refund but it would be at their discretion.
Posted by Bonovox
Yes thats ok but trust me when i say about Ed Doolan on Radio WM he has had so many companies fear him when he gets involved with customer complaints and he always gets his way. He is on every weekday afternoon i listen online im not in the Midlands. I have also read online forums about LG phones in general recently and The Shine phone and Prada are 2 such phones with so many software issues always switching themselves off. I would stear clear of LG myself their phones are just flashy with no reliability.
Posted by bearcub24
Must admit I'd go for replacement if possible, my experience with repairs have not been good, either coming back with the same fault or new ones or damage to the phone itself scratches etc..