Faulty Samsung A5 2017 - What are my rights?

[Anonymous]

Hi,

I have renewed my contract and got a new Samsung A5 2017 phone. Noticed issues from the beginning but as I wasn't well I didn't contact o2 until 3 weeks after getting the phone. They have performed a soft reset and the phone started working but 2 weeks later it stopped working again. The online guru tried all options but we couldn't turn the phone on. 

I need a reliable phone as I use it for work. 

Has anyone had any luck with getting a new phone if they had issues?

Many thanks for any advice

[MI5 · Accepted solution]

You only get brand new within the first 30 days.
After that it has to go for repair.
Samsung would be a bettoption for repairs though rather than o2.
http://www.samsung.com/uk/support/

[MI5]

*better option.

[Marjo]

Good afternoon @Anonymous and welcome to our forum! Sorry to hear that your phone is faulty.  Please do let us know how you get on with the advice above regarding repair, and if you have any additional questions.

[Anonymous]

Consumer Credit Act 2015

If product is faulty within 30 days you can request either

1. A brand new replacement.

2. A full refund 

If after the 30 days and before 6 months then the seller has only one oppertunity to repair the product.  If the product develops either the same or a futher fault then you can request a full refund.

Hope this helps.

[Anonymous]

Thank you for all your advice!

I spent over 2 hours last night with the online O2 gurus who tried to get my phone working. I must say they were all very polite but useless.  At the end, I had to take my phone to the Samsung repair shop. The phone was fixed today but I lost all the data ;(

[MI5]

If you download Samsung smart switch on a pc or laptop you can use that to make regular backups of your phone, so if it happens again you won’t lose everything.
http://www.samsung.com/us/support/owners/app/smart-switch

[Marjo]

Hi @Anonymous thanks for getting back to us to update on your progress. Good to hear that your phone was finally fixed in the end!