T-mobile advice with broken phone please

Humphrey_3

I have been with t-mobile for a couple of years, in sept 05 i upgraded - to be honest the new phone has always behaved a bit oddly (!) but a couple of weeks ago the display went. I rang them and to be frank was expecting a replacement but they told me to they would repair it, sent it off and now thery r expecting me to pay £40 for a new screen or £9 postage to return the broken phone LOL. What can i do?? they say it can't be repaired under warranty ( ie i must have dropped it!!!!- i didn't ) It's their word against mine, i'm trapped in a contract till aug 06 - but in anger have just reduced monthly payments from nearly £30 to £15, whats their motives it just doesn't make sense????

DaisyNelson

Sorry can't offer any advice, but thought I'd share a similar dilema. Had a T-mobile contract for 12 monthes. Problems from week 2. Phone replaced twice and repaired once. Spent many hours onto 'cutomer services'. Never had any luck and ended contract at first oppurtunity. Moral- never, never have any dealings with T-MOBILE. they don't care. They are happt to take money, but not to provide the service you pay for.

Humphrey_3

i just don't get it, i will now hate them for ever and never give them another penny so long as i shall live!! tell all my friends and family etc . All 4 the sake of £40!!

Alias_Omega

If you really dont like that phone and you have the sim card then go buy a t-mobile handset from tesco or something. I remember a T-Mobile PAYG phone inc simcard for £40. It was a nokia 3120 i believe. Look about the site and you shall find some cheap handsets.

Ive been with T-Mobile / One2One for 5years and never had to go back to them with the handset. If the phone was covered by warranty it would of been fixed. If there is obvious damage to the corners etc then id be worried about sending it off for the charge for the return of postage to yourself. The engineer wont be daft, if he looks at the thing and the corners are all dented in, then they can reject it under the accidental damage option.

Most house insurance companies have an excess of £50 or more so its not viable to claim from them. If you had mobile phone insurance then you could claim from that, tho these normally have a £25 excess. You signed the upgrade contract so your stuck with them for another 9 1/2 months. Even if you dont use the contract phone, you still have to pay the fee's to them and if you dont use them free mins they win as they go unused so no cost to them.

Id just pay the fee to have the handset fixed if its a nice handset, and ask them if they are willing to provide a warranty on the handset / repaired screen.

justpaper

Humphrey> there no need too give it back too T-Moblie i beleive there just making easy money out of you,.. IF u didnt drop it,.. IF theres no marks on the handset too proof u dropped it,.. then simply there making easy money off u,.

and the dates u shown state its still in warranty,. aint u got any paper work to proof that u got it on contract from T-Moblie? if yes then get the phone back of T-Moblie as it is,. and send it too samsung ,. nokia who ever made it,.. What Phone is it ?

if its too late and you paid the 40£,. if i can be honest u cant hate them for it u sent ur phone too the wrong ppl and they took advantage of it (htats if u didnt damage it ur self/no marks on it),.. there a corporate company thats what they do... so u have too be on ur toes ..u should of just read the manual of the phone,.. not being harsh but u learn from ur mistakes ,..

silvercar

I had a problem with a contract phone on T-mobile. Their Customer Service said I either had to take it to a T-mobile store (nearest 30 miles away) or post it to them.

Instead I looked on the nokia website and found the nearest nokia repair shop. Took it there and they repaired it within 3 hours. No need for paperwork, apparently they can check some register to check it is in guarantee. You just have to agree to pay £10 if it has been water damaged etc.

justpaper

^ they use the Code number on the back,. under the battery where the imei number is too,.. it depends on the staff some just use the code and some ask for paper work,. happens a few times where i was turned away cuzs i didnt bring paper work,.

esuhl

I think there's something like the "Sale of Goods Act" or "Merchantability of Goods Act" that says that goods should last for "a resonable amount of time", with a maximum of six years.

Obviously a "reasonable amount of time" is going to be less for, say a banana than a TV, but there's no real definition of how long this would be. For a mobile phone, I would say that it should definately be reasonable to expect it to last a year (and probably a lot longer).

If I were you, I'd look up these acts of government on the web, find the relevant part, and quote it to them. Insist they escalate the call to a manager if they still refuse to play ball. Failing that, you can take them to the Small Claims Court for around £35 (so wouldn't be worth the effort unless you just want to get your own back!)

I had problems a few years ago with T-Mobile when they broke the terms of their contract and refused to honour the get-out-clause. I wouldn't touch them with a bargepole now, so I hope you manage to get the charges cancelled! Good luck!

scooter74

Just had my T-Moble 6230 repaired at a Nokia sevice centre (Carphone Warehouse) . It was 15 months old so thought out of warrnaty but they checked on computer and it came up within warranty by one month.

I think you can now claim up to two years in actual fact. Don't tell them the damage was your fault...say it just stopped working!!

Zero charge and was ready to pick up in two hours...!! I had in fact dropped the phone on the road! While I was cycling!! That's what I call customer service.

superjaggybunnet

What kind of phone is it?

You can buy new screens off ebay and fit them yourself.

I buy and sell mobile phones and have done this loads of times. All you need is the special screwdriver to get the old one out.

Go to ebay and browse for your phone model number and also insert the word 'screen' in your search. It should come up with something. Good luck.

*!*HIBS*!*

scooter74 wrote:

Just had my T-Moble 6230 repaired at a Nokia sevice centre (Carphone Warehouse) . It was 15 months old so thought out of warrnaty but they checked on computer and it came up within warranty by one month.

I think you can now claim up to two years in actual fact.

Brand new Nokias come with 2yrs warranty within the EU. I think Sony Ericssons come with 2yrs warranty for the EU zone as well. :j You will need to check the booklet at the back under warranty for your phones as it may vary.