jaybear88

HTC vs Carphone: A Broken Phone

Bit of advice would be appreciated Ladies and Gents, sorry for the long story!

My friend took out a contract with Carphone for a HTX One X a couple of months ago. Within a month or 2, it started to reboot randomly and this got progressively worse. He got Carphone to send it away and they replied with the old "beyond economical repair" and that there was user damage causing a piece to break off and go missing. Now, there is 2 problems here, 1) he said that it has never been dropped and I had checked it, there wasn't so much as a blemish so his side would seem to be perfectly believable. 2) As you know, the One X is a sealed unit, how does something go missing?

Anyway, it was then sent off directly to HTC to contest this and HTC has now said that it was opened by "unauthorised engineers" who caused screwdriver damage. And they are quoting a £220 repair bill as the warranty has now been voided by carphone.

Any suggestions on who he should blame for this? Or do you think it's possible that he's fighting a losing battle? I'm considering getting him to look at small claims court....

Add a comment
11 comments

matt101101 / MOD  Oct. 25, 2012 at 19:39

So HTC are willing to state, in writing, that it was CPW's engineers who voided the warranty and apart from the technical issue of the warranty being void (through no fault of your friend's) HTC agree with your friend's version of events?

If so, you've got a decent small claims case by the sounds of things.

blizzard7  Oct. 25, 2012 at 21:38

Sorry to hear about this. Moral of the story, always go direct to the manufacturer for warranty claims.

Pondlife  Oct. 25, 2012 at 21:48

Sorry to hear about this. Moral of the story, always go direct to the manufacturer for warranty claims.

Don't know about that, I had a phone exchanged with no problems in Argos, was expecting it to be sent for repair too.

As for who is to blame definitely seems like carphone are.

matt101101 / MOD  Oct. 25, 2012 at 23:35

As for who is to blame definitely seems like carphone are.
I would agree with that (from both a personal and legal standpoint), especially since, being a civil case, it'd only need proving beyond the balance of probabilities and not beyond reasonable doubt.

Pondlife  Oct. 26, 2012 at 00:59

Shouldn't carphone have been sending it to the manufacturer anyway?

Shid  Oct. 26, 2012 at 14:46

sounds like carphone is at fault deffo,they should of sent the phone to htc anyway instead of checking themselves... if u pick ur words right,u shud get a replacement

all the best!

matt101101 / MOD  Oct. 26, 2012 at 14:48

Shouldn't carphone have been sending it to the manufacturer anyway?
Unless they're an authorised repair partner, yes they should have sent it off to HTC.

iscom  Oct. 27, 2012 at 19:22

I would say as you bought from carphone that they should take responsibility for the servicing and repairs whilst still under warranty. If they had have said to me about user damage I would not have accepted the phone back until it was repaired. But I would go back to carphone and politely but positively tell them that as they have used a "unauthorized engineer" they would have to take responsibility to have the phone repaired.

jaybear88  Oct. 30, 2012 at 13:43

Thanks everyone for the replies, I wasn't able to get on because I have been working/travelling/sick (in that order).

HTC are not "looking into it" and thanking him for his patience. But I will be advising him to push for an official statement from HTC to start the small claims against CW.
Thanks again everyone! :)

Pondlife  Oct. 30, 2012 at 13:56

Oh dear hope you are better now then :)

jaybear88  Oct. 30, 2012 at 14:32

Wrapped up in a slanket with a Lemsip as I type :p

Email:

You don't need an account to comment. Just enter your email address. We'll keep it private.

Comment: