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Phones4U - how many "repairs"
chipmunk
Posts: 529 Forumite
Sorry, this is a bit long-winded.
In June last year I bought a mobile phone (Sony Ericsson) from Phones4U for my hubby to use for work. After a month, the phone started switching itself of at random, sometimes during a call, sometimes whilst not being used. Not a good situation as my husband's job means that he needs to be reachable at all times and clients would be trying to contact him only to find out that this phone was switched off. Not a good impression.
Took it back to the shop and the Manageress informed me that this was a common fault with Sony Ericsson phones and it just needed a software update. I told her that over the years, between us we have had quite a few Sony phones and this had never occurred before. Her response was "well, I'm telling you that's the way it is" and advised that as it was out of their 28-day returns timescale I could only have it sent for repair. After a bit of a "discussion" I reluctantly agreed to this repair.
Anyway, a couple of weeks later the phone came back and was OK for 2-3 weeks then it started switching itself off again. Back to the shop where another employee said it would have to be sent off again for another "repair". I said that I didn't think this was acceptable as the first repair had not solved the problem so in my opinion the phone was faulty from the beginning and I wanted a replacement/refund. Was told this was not possible, in fact the phone had to be sent back 3 times before a replacement would even be considered. Again, reluctantly had to send the phone back. Took a week this time and when it came back, the repair sheet said "engineer had found faulty components which had been replaced and the fault had been corrected". Didn't say what the faulty component was though.
Then this last week, phone started to switch off again and also this time, accessing menus was taking much longer than before. Went to shop again on Saturday and I said that I would like a refund/replacement. Assistant said not possible, phone had to be sent back again. I insisted this was not acceptable to me as the phone was clearly faulty. She said that I could ring Customer Services so I requested she did this for me in store which she did. Eventually got through to CS but they would not budge and CS assistant was extremely rude and patronising; when trying to get a word in edgeways would keep saying "if you let me finish.....", constantly repeating that Trading Standards had advised them that they were within their rights to insist the phone could be repaired three times. She said that they would not give a refund under any circumstances. I know this is not legal and the store assistant agreed with me. As we had reached stalemate, she then had the nerve to ask "how else can I help you today":mad: I told her she had not helped me at all and I put her back onto the store assistant who then made arrangements to have the phone sent away yet again. :rolleyes: I asked her what happens when (not if, 'cos I know it will) the phone starts switching off for a fourth time and she said they would replace it.
To be honest I don't want a replacement, I want a refund 'cos I don't want to ever deal with them again.
Anyone got any advice.?
In June last year I bought a mobile phone (Sony Ericsson) from Phones4U for my hubby to use for work. After a month, the phone started switching itself of at random, sometimes during a call, sometimes whilst not being used. Not a good situation as my husband's job means that he needs to be reachable at all times and clients would be trying to contact him only to find out that this phone was switched off. Not a good impression.
Took it back to the shop and the Manageress informed me that this was a common fault with Sony Ericsson phones and it just needed a software update. I told her that over the years, between us we have had quite a few Sony phones and this had never occurred before. Her response was "well, I'm telling you that's the way it is" and advised that as it was out of their 28-day returns timescale I could only have it sent for repair. After a bit of a "discussion" I reluctantly agreed to this repair.
Anyway, a couple of weeks later the phone came back and was OK for 2-3 weeks then it started switching itself off again. Back to the shop where another employee said it would have to be sent off again for another "repair". I said that I didn't think this was acceptable as the first repair had not solved the problem so in my opinion the phone was faulty from the beginning and I wanted a replacement/refund. Was told this was not possible, in fact the phone had to be sent back 3 times before a replacement would even be considered. Again, reluctantly had to send the phone back. Took a week this time and when it came back, the repair sheet said "engineer had found faulty components which had been replaced and the fault had been corrected". Didn't say what the faulty component was though.
Then this last week, phone started to switch off again and also this time, accessing menus was taking much longer than before. Went to shop again on Saturday and I said that I would like a refund/replacement. Assistant said not possible, phone had to be sent back again. I insisted this was not acceptable to me as the phone was clearly faulty. She said that I could ring Customer Services so I requested she did this for me in store which she did. Eventually got through to CS but they would not budge and CS assistant was extremely rude and patronising; when trying to get a word in edgeways would keep saying "if you let me finish.....", constantly repeating that Trading Standards had advised them that they were within their rights to insist the phone could be repaired three times. She said that they would not give a refund under any circumstances. I know this is not legal and the store assistant agreed with me. As we had reached stalemate, she then had the nerve to ask "how else can I help you today":mad: I told her she had not helped me at all and I put her back onto the store assistant who then made arrangements to have the phone sent away yet again. :rolleyes: I asked her what happens when (not if, 'cos I know it will) the phone starts switching off for a fourth time and she said they would replace it.
To be honest I don't want a replacement, I want a refund 'cos I don't want to ever deal with them again.
Anyone got any advice.?
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Comments
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How many months have you got left on your contract, could you not just not renew the contract and go elsewhere for a contract, i know its nt much help re the phone issue, sorry just read you've had the phone since july 080
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How many months have you got left on your contract, could you not just not renew the contract and go elsewhere for a contract
It's his company's contract so that doesn't apply. The phone they originally provided him with got broken (his fault) so he replaced it himself (or rather I did) so the phone belongs to him but not the contract.0 -
I've a SE phone, my friend has the same SE phone and both switch themselves off. It's bloody annoying0
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DD had a k850i which kept failing, O2 took it back 3 times and replaced it with another make on the fourth. They had stopped keeping this one so she got a Viewty. Keep at them they'll give in in the end.I'd rather be an Optimist and be proved wrong than a Pessimist and be proved right.0
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If its a C902 then its a known fault with the phone. Ive had numerous software issues and all that keeps happening is it gets sent away to the manufacture for repair (i got it through t-mobile direct). If you have phone insurance it could be worth accidently on purpose dropping it in a puddle on a night out and paying the excess.Debt free 3 years early :j
Savings for house deposit - very healthy
Cash back earnt so far £14.570 -
debtfreein4years wrote: »If you have phone insurance it could be worth accidently on purpose dropping it in a puddle on a night out and paying the excess.
I would advise against this as most mobile phone insurance policies have a water damage clause in them!!!!!!
Maybe dropping it or running over it with a car instead?0 -
debtfreein4years wrote: »If its a C902 then its a known fault with the phone. Ive had numerous software issues and all that keeps happening is it gets sent away to the manufacture for repair (i got it through t-mobile direct). If you have phone insurance it could be worth accidently on purpose dropping it in a puddle on a night out and paying the excess.
Thanks but it's not and we don't.0 -
Mmmm, thinking back to when I had a issue with a ipod that failed twice with the same problem I called Consumer Direct and they advised I could return the product and reject it due to loss of faith if the second repair didn't resolve the issue. Now the second repair seemed to do the trick so I never got to test the retailers resolve as I suspect if the second repair had failed they would have tried to repair it again. Then again I probably just got a different reconditioned unit that hadn't been repaired at all. The thing is you have now accepted another repair so all this is immaterial unless it happens again. I0
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I had exactly the same thing with phones 4 poo as I now call them. I'm LIVID with them, and having checked with trading standards they are within their rights. Roll on end of contract when I can tell them to shove it.0
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