Have enjoyed countless great bargains and smooth transactions on the platform. Love the concept, been using it for 1.5 years as buyer and seller. That said, I cannot recommend their 'Certified' mobile service. I was led to believe I needed ad-on warranty because of an incorrect manufacturer warranty expiry date listed in the ad. 3 months old at the time of purchase, certified, inspected & 'like new', the phone catastrophically failed only 6 months later. Launched a warranty claim with Carousell only to learn from their authorised repair center I still had manufacturer's warranty. Followed their advice and used the manufacturer's warranty instead after I was reassured that the Carousell warranty would still be valid afterwards. Manufacturer, however, ended up having to replace the phone as it was deemed 'unrepairable' without any external damage or impact (as I also have a work phone and a quality case). The Carousell add-on warranty was subsequently voided. Customer services referred to a 'change-of-mind-cancellation' clause which did not apply in my case since the manufacturer replaced the phone which couldn't be repaired. I was mis-sold the Carousell add-on warranty service as the seller posted an incorrect date in the ad leading me to believe that my device was much older than it actually was. Under CPFTA, consumers are protected against unfair practices incl misleading claims about goods. I provided detailed evidence on my experience but was told the mis-sold warranty, which I was never going to be able to use and was a waste of money, could not be refunded or transferred. The add-on warranty is a service contract for protection. Since the device had to be swapped due to a defect covered by the Certified promise, the warranty should logically transfer to the replacement unit or alternatively, be refunded as the service can no longer be rendered due to the original item's failure. No acknowledgement of seller's incorrect data in the original ad, the fact that a 'like new' Carousell-certified phone failed after 6 months of normal use without external impact, or authorised repair center's advice to use manufacturer's warranty. Customer Services kept on referring to their policy even though it says nothing about a case like mine where the original purchase promise was broken, incorrect sales information were provided and the item didn't live up to the advertised standard. The ridiculous thing is that the 24-month warranty was only some 60 SGD. Not a biggie, doesn't render me bankrupt. Why not simply refund or transfer given I had such a bad experience with one of their 'certified' sellers and 'certified, like new products'? Not even an outrageous request, I should have received better service under CPFTA.
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