Can I get help after guarantee expires?

QOn 19 November 2018, I bought a Moto G5 Plus phone with a one-year guarantee from an Amazon trader called Macnificent. It developed a problem in October 2019, but Macnificent didn’t answer my calls or emails. After going through Amazon, Macnificent did eventually get back to me, but by then the guarantee had run out. How do I progress the case?

Philip O’neill

AFirst, Philip should send an email and a registered letter to Macnificent, pointing out he made a claim within the guarantee period. The company appears to be based in Ilford, Essex, trading as a limited company under the name Digital Camz. This means it’s bound by UK law and must honour the terms and conditions in its guarantee.

Philip isn’t pleased with Amazon because it won’t help him anymore under its A-z guarantee (www.snipca.com/33877). The ‘A-z’ guarantee lasts for only 90 days after delivery, and applies only to third-party sellers on Amazon. But for products that are “fulfilled” by Amazon - that is, stored and delivered by the company - you can get a refund or replacement for several years after purchase. This is all handled by Amazon – you don’t need to contact the specific seller. We’ll try to find out whether Macnificent has this arrangement with Amazon.

Even if it doesn’t, Philip could still use the Consumer Rights Act to seek help by claiming the phone was inherently faulty. However, because six months have passed since purchase, he would need to prove this himself, probably by paying for an inspection. CASE ONGOING