Nokia 6220 - Three - advice needed please...

mccristo

Hey guys,

Hoping I can get some advice from you all, I have a dilemma and funnily enough its with...Three (alarm bells are ringing in many heads already).

My girlfriend started a contract with three on the 23rd of September, in this time I have already had to get the Nokia 6220 she recieved repaired twice. Once for a battery problem and the other time for the back cover.

Last week she took the phone out of her pocket to find that the screen was totally black, the phone was working but the screen was totally blank. Upon examination I found that there were no cracks, scratches or anything visible on the outside of the phone. We go through the process of posting the phone out to Three for a repair etc etc. We are now being sent an invoice for repair costs and i simply believe we shouldn't have to pay them.

If it falls into a category I suppose it would be accidental damage, I'm assuming that the phone was somehow banged whilst in her pocket and thats what broke it. I've being carrying phones in my pockets for years and never had one break on me and I'm twice the size of my other half.

We already asked for a replacement phone and were told "That won't be possible" What do you guys think we should do? I dont see as we have much choice other than to pay for the repairs, but a mobile phone breaking in under 4 weeks...what kind of tacky craftmanship do Nokia perform these days?

Any advice would be greatly appreciated, cheers guys.

Jonni2bad

A product must be 'fit for purpose'. I would suggest that in terms of a mobile phone (which, by its very nature is going to be carried around) must be durable enough to withstand small bangs and knocks.

If there is evidence of external damage which would match the interpretation of the repair report, you would have little chance in claiming.

What does the report actually state as being the problem with the phone / its cause etc?

The supplier, by the way, is initially responsible for dealing with this. Only after a significant period of time would they be able to suggest that you would have to contact Nokia. I know they haven't yet, but I have a feeling this will soon be spouted at you...

mccristo

Thx for that Jonni.

The repair report says that the screen is broken due to damage to the gel. We have to pay £29.99 to get it repaired, I suppose its not a huge amount. After a long conversation with the indian customer services they said "Accidents do happen and we're afraid its you who has to pay for the damages" I think its ridiculous that a mobile phone break from a knock while its in your pocket.

On a contract worth over £300 to three you'd have thought they'd have sorted this problem out for me. I certainly won't be getting another Nokia phone or contract with Three again over this.

Battery cover problems, keys falling off and now the screen breaking, if it breaks this easy they're onto a winner with me I'll be contacting the repair centre in another three weeks no doubt

Jonni2bad

I suppose the rest is really up to you - in terms of how much you feel you want to contest what you've been told. If there is no evidence of external damage, I would want to know how they can be sure that only you could have caused this through negligence.

However, for £30, you might feel that it is better to be done with it and pray for better luck.

mccristo

We received the letter from them today with the exact details, they included a picture of two hairline cracks in the bottom right had corner of the screen. They say this was cause through "crushing" so yes its an accident and it seems I would have no case even if I did kick up a fuss so I'll pay my £29.99 and shut up.

But the fit for purpose issue does keep niggling at me...

derb

I had a very similar experience. My Skypephone was damaged when I tried to put in the SIM card - a tiny dent but since it was on the circuit board the phone died. And that after just a week! Nonetheless Three refused to repair it FOC saying it was my fault. Whatever happened to the customer being always right? That said, three does seem to be the provider offering the best low-cost deals for data-hungry phone users so I may have to go back to them despite my earlier bad experience.