Warranty Phone Repairs Not Completed

[ABB125]

I'm looking for a bit of consumer advice - any thoughts on the below welcome.

About 2 months ago, the power button on my phone fell out (yes, fell out!). I arranged for it to be repaired under warranty (less than 12 months old) through the manufacturer's website (Motorola). It took about 2 weeks before I had time to actually drop off the phone with the approved repairer, where I was told that the repair would involve replacing the screen (the side buttons are part of the screen assembly). No problem with that.
Repair was completed within a day, and all was apparently fine, apart from the finger print sensor (in the screen) not working. And that's been the position ever since - my phone has been sat in the repair shop for 6 weeks, whilst they try to work out what the problem is. Apparently they're getting nowhere with Motorola, and just keep getting passed from one person to the next with no-one actually looking into the issue. And I'm told there are several other customers in this situation as well...

The repair shop has suggested I should speak to Motorola directly to see if that kicks them into action. Is this likely? Is there any consumer protection legislation I can quote at them? Am I, for example, entitled to request a replacement phone, seeing as they can't fix my existing one? Any other suggestions on getting this sorted?
Thanks

 

[Peter Mugridge]

I think given the number of faults you could reject it as not fit for purpose and demand a replacement on that basis?

Assuming you bought it through a Motorola shop, your contract ( in the sale of goods sense ) will be with them... so it's certainly up to them to sort it out.

 

[ABB125]

I think given the number of faults you could reject it as not fit for purpose and demand a replacement on that basis?

I think the problem with that is that there was only one problem (power button falling out), which was fixed. But in doing so, a new problem has cropped up (finger print sensor), which could be argued as being caused by the repairer, rather than an inherent fault of the phone?

Assuming you bought it through a Motorola shop, your contract ( in the sale of goods sense ) will be with them... so it's certainly up to them to sort it out.

I bought through Lenovo (Motorola's parent company) via their educational discount system, which may well complicate things slightly...

 

[Ken X]

The contract you have is with the entity who sold you the phone. It is their problem and I would be expecting them to get the phone repaired or replaced.

As an example, the present Mrs X got a new Oppo in January from EE. It failed in May. She returned it to the EE shop who sent it off for repair and supplied a loan phone.
After a week it came back fixed and lasted three days before failing again with the same fault. Back to EE, sent away and fixed. Loan phone again. This time it lasted until August before failing again with same fault. She contacted EE and demanded a new phone which duly arrived in two days.

I would be ringing your supplier and making it clear you expect some rapid progress either in fixing your phone or providing a replacement.

 

[ABB125]

The contract you have is with the entity who sold you the phone. It is their problem and I would be expecting them to get the phone repaired or replaced.

As an example, the present Mrs X got a new Oppo in January from EE. It failed in May. She returned it to the EE shop who sent it off for repair and supplied a loan phone.
After a week it came back fixed and lasted three days before failing again with the same fault. Back to EE, sent away and fixed. Loan phone again. This time it lasted until August before failing again with same fault. She contacted EE and demanded a new phone which duly arrived in two days.

I would be ringing your supplier and making it clear you expect some rapid progress either in fixing your phone or providing a replacement.

I'll try that approach, see what happens