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I bought a smart prime 6 in June this year. It worked fine for a few weeks then began losing signal to point where
I could not receive/make calls. I took phone back to Western Cellular in Tuam Galway. They sent phone for repair. Just over a week later I got phone back with new logic board fitted for free. Phone worked fine again for approx 2 weeks and now same fault has returned. Took phone back to shop again asked for it to be exchanged for same or offered to put extra cash towards more expensive phone but they refused saying they have to send off again for repair. Phone was only €90, surely sending phone off repeatedly for repair doesn't make sense wasting my time and their time. At what point will they decide it makes most sense to give me a replacement?
We use the processes outlined by the manufacturer for resolution, so in this case, if a repair was offered, this would be the correct next step.
The phone needs to be sent away again, as that's the manufacturers agreed process.
Consumer law says a repair must be permanent, if same the fault occurs again the item should be replaced. I explained this to the shop assistant the last time I was in the store but they would not take this on board. Any advice on how to proceed?
I got my information from the same website. So frustrating to deal with this. Phone is obviously faulty, I just don't understand what is to be gained by anyone from sending the faulty phone away again. Thanks for your help.
The 'repair must be permanent' advice is an interpretation of law on the part of that site, and does not appear in the actual Sale Of Goods Act which governs this situation.
Accordingly, the steps you've been advised here are correct.
Are you saying that another interpretation could be that a non-permanent repair is acceptable?
Even though I only paid €90 for the phone I still expect it to allow me to make and receive calls.
So far I would estimate that my time, the sales advisor's time, the replacement parts, engineers' time etc. have amounted to well over the value of the phone.
At what point does common sense kick in in this process?
Exactly so - a fault that returns may be repaired again, as there is is no outright stipulation that a second repair cannot be offered.
As we follow the manufacturers guidelines in the warranty process, it would be up to them to agree a different outcome.
As Daz has previously pointed out, we are unable to provide you with an alternative option with the repair of your handset as we follow manufacturer guidelines in the warranty process. If you have been advised the handset will need to be sent away for repairs this will be the course of action Vodafone will have adhere to.
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