phone is no good!

[Rog123]

My wife's moto g 3rd gen phone has had it according to my local Vodafone store they having tried everything to get it sorted! It will not ring out for incoming calls and goes straight to voicemail, also texts are not notified. The store tried a phone reset etc a couple of times but no good and said the phone has had it. They said it is if it is in 'do not disturb mode' but in the settings the option to 'untick' this is not there?? So bearing in mind the phone is 1 year and 3 weeks old (purchased end of Dec 2015) can I get it changed for a new one by Vodafone as 'not fit for purpose' under the new Consumer ACT Oct 2015 which now covers digital/softare issues also as well as adding to The Sale of Goods Act. There is an argument that goods should work for a reasonable time even after say a 1 year warranty! Any advice gratefully received thanks

[BandOfBrothers]

Hi,

The current information in this link for ownership after 6 months would have to be applicable. 

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

If the phone was supplied by Vodafone then as long as the issues haven't been cause by a drop or water damage then its covered by a 24 month manufacturing warranty. They can send it off via a Vodafone Store. 

Or speak with the phones manufacturers via their online site or call centre. 

[Rog123]

thanks, I initially called Motorola on this and they said their warranty was only 12 months?

[Rog123]

in case it matters, wife has a sim only contract with Vodafone but the phone was purchased from their local store.

can we insist on a new one under the Sale of Goods ACT?

[BandOfBrothers]

If the phone was supplied by Vodafone then the following would apply 

http://support.vodafone.co.uk/Account-bill-and-top-up/Lost-stolen-and-damaged/Warranty-and-insurance...

[Rog123]

thanks, a pity they didnt volunteer this 24 month warranty/offer a solution when my wife was in the store!

[hrym]

To sum up, the situation is this:

Your phone is still in warranty, so you don't have to argue over consumer protection legislation.   The Vodafone warranty is 24 months, but some stores have been known to insist it's 12.   The store appears to have tried a software fix (the reset), but as this has failed, the phone needs to go off for repair.   If that's not possible, you would get a replacement.   This will probably not be a brand new phone, but one of similar age and condition to yours - as long as it works, you're back where you were.   If no replacement is available, you should be offered an alternative.   In that case, make sure that what you get has similar spec (especially in the aspects that are important to you).

[BandOfBrothers]

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@Rog123 wrote:

thanks, I initially called Motorola on this and they said their warranty was only 12 months?

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Yes I believe phones supplied by Motorola apply a 12 month warranty. 

http://www.motorola.com/hc/2774/global/guide/en-gb/dd1e7087.2774.en-UK.html

[AnnS]

Hi @Rog123

For the Consumer Rights Act to apply you would need to be in a position to prove that the phone was faulty at the date of purchase or being supplied by Vodafone.  If you have been using the phone for without issue until now for just over a year, this may be hard to prove.

As far as the receiving calls and texts are concerned, the first thing to try is a new replacement SIM card by doing a SIM swap through a Vodafone Store. Very often this problem is caused by a faulty SIM card and a replacement SIM can solve the issue.

If the phone is constantly on silent or has the do not disturb setting has been lost, the next thing to try would be a complete factory reset to 'out of the box'.  This can be done by going to general > about phone and scrolling down to back up and reset.

If problems persists with the phone, the manufacturer would be in a position to give the best advise and will be in a position to help with a repair or warranty replacement,

[Rog123]

thanks for the adviice, the SIM card was changed by Vodafone but did not sort the problem. I noticed earlier today the phone was on Android 6 and there is an update available to 6.1 so installing that right now first. The 'new' sim is running in an old moto g phone of mine (1st gen) that has a cracked screen as a temporary facility so my wife has a phone to use. Not sure what to do next! re-install the SIM from that spare phone after 6.1 update but before a complete factory reset in moto g 3rd gen phone?