Refund for a phone in MTS after a repeated defect

Question

HTC

Good morning, gentlemen.

In December 2012, HTC 8s was bought in the MTS salon in St. Petersburg for 14k. About a month later, several hot pixels were discovered. A few months later there were a lot of them, such small islands of pixels, 100 pieces in total.

In February, I took it to the HTC service, they replaced the screen, they just wrote in the guarantee "Screen defect".

A few weeks ago, I again discovered about 10 of the same pixels, today there are more of them and they again formed islands.

As far as I understand, in case of a repeated defect, I can demand a refund.

I called HTC, they said that I need to stomp in MTS.

How can I contact MTS? Is it stupid to come and explain everything or write a statement in advance? What will MTS have to do? Expertise? How to require my presence at this examination? What are the deadlines? Will there be any problems with the fact that the warranty says "Screen Defect" instead of "Broken pixels on the screen"?

I have no experience in such cases, so I would like to get a more or less detailed answer.

Thanks in advance.

Answer 1

Look at point 18 here :

With regard to a technically complex product ... After this period (15 days from the date of purchase) ... in one of the following cases:
detection of a significant defect in the product; ...

Next, go here to see the description of a significant defect in the product:

a significant defect in the product ... - ... a defect that ... reappears after its elimination ...

In theory, you should come to the MTS salon, show the problem and write a statement right there on the spot. If they say that they need to take it for examination, then you will need to sign papers. In them, you must ensure that the goods will be sent specifically for examination, and not for belts, because. otherwise, they can fix it for you and say “oh”.
PS: good luck to you!

Answer 2

The only thing I can say from my own experience of receiving money for a laptop with battles is that it doesn’t really matter what defect is written in the warranty (within reason). The main thing is that the second time they write to you the same “Screen defect” and not “broken pixels”, because in this case they will begin to insist that there are different defects.

Answer 3

Will there be any problems with the fact that the warranty says "Screen Defect" instead of "Broken pixels on the screen"?

There will definitely be problems. Because from the point of view of our legislation, these are completely two different defects and, accordingly, you cannot claim a refund, and you can only rely on warranty repairs. (Unfortunately, the seller or service center can quite easily turn these inaccuracies in their favor). So insist on the same wording as before.
Now about the refund. You can count on a full refund, or on a replacement with a completely new device, only after the third similar and confirmed failure. Here, service centers often go for some trick and indicate a slightly different reason for the breakdown, as if saying that this has nothing to do with previous breakdowns. Therefore, the next time you hand over the phone for repair, I recommend that when filling out the acceptance certificate for warranty repair, if the same problem occurs again as before, indicate the same symptoms of a breakdown.
I will repeat just in case. The second time with a similar breakdown, you can again rely only on warranty repairs, the third time you already have every right to hand over this device only for quality control. And if the symptoms recur, you can safely write an application for a refund. From my own experience, I will say that in this situation, a refusal to return money almost never occurs.