Broken phone issue! Very angry!

amy4

I have had a new phone on contract for about 7 months. Well within the 1 year warranty. I got it from Phones 4 U and it's on the orange network.
A couple of weeks ago my phone broke, due to NO fault of my own whatsoever. The phone was simply sitting on the table all day long, untouched, and the screen broke.
I went to Phones 4 U who were very rude to me, told me it was my own fault basically. They insisted I had insurance even though I knew I didnt so they put me on the phone to the insurance company who said "sorry you don't have any insurance" :rolleyes: and when I hung up and turned to speak to the sales assistant again...he had just left! I was so annoyed I just walked out. Went to Orange, as soon as they heard I had bought it from Phones 4 U they wouldn't even look at my phone.
Spoke to Trading Standards, they said I had a legal right to a repair or replacement and told me some laws and more info. Very helpful!

Went back to Phones 4 U. EVEN RUDER to me, I said it had just been sitting on the table and they guy said "well you know, things happen you could of dropped it or something" and I said NO it was sitting on the table and they said "why would it just break if it was on the table?" I said thats what I'm asking YOU! They would simply not listen to me, I told them I had spoken to trading standards and knew my rights, they said "ok we will repair it...it'll cost you though" so I said I wasn't going to pay for a fault which was clearly a manufacturers fault on a phone I've had less than a year and they just kept insisting that it was my fault and I'd have to pay. They were so rude to me and basically called me a liar.
I went to Orange to ask them to divert my phones call, they said they couldn't do that which I'm sure must be a lie.
I then rang Phones 4 U head office, they were no help and said if I wanted a repair I'd have to pay. I also emailed them and got no reply at all.
I finally spoke to the manufacturer (even though trading standards had advised me to take it up with Phones 4 U not the manufacturer) and they advised me to write a letter explaining the situation and send photos to their complaints department. I did that and no reply.

Phones 4 U has been so rude to me, I thought getting my phone repaired would be fairly simple. My boyfriends phone broke and they fixed it no questions asked and gave him a free (very basic) phone to use in the mean time. When I asked about this they told me I was very welcome to buy a sim free phone from them :rolleyes:

I feel like I have done everything I can and gotten nowhere. Is there anything else I could do? I know it may sound petty but I object to paying for a repair which was not my fault.

spirit

amy4 wrote: »

I finally spoke to the manufacturer (even though trading standards had advised me to take it up with Phones 4 U not the manufacturer) and they advised me to write a letter explaining the situation and send photos to their complaints department. I did that and no reply.

/quote]

How long ago did you write to the manufacturer? Trading Standards are correct when they tell you that the retailer is your main point of contact, however you're clearly getting nowhere with them. I think I too would have gone to the manufacturer after getting the 'service' you have.

Phone's don't normally break on their own (physically break that is) so I can sort of see where they are getting at. Did you find out whether you have insurance or not?

amy4

Well it is not "physically" broken as such, it stills works as in it will turn on and off and recieve calls but the screen is black (no cracks, just black) and it is a touchscreen phone so I can't actually use it! The outter casing is in great condition not even any tiny scratches - surely if I had dropped it there would be a mark of some kind, I pointed this out to Phones 4 U but they just shrugged it off.

The letter I sent to the manufacturers stated that I would like a reply within 14 days (I got a template complaint letter of the internet and it had that written in it) and it has now coming up to 3 weeks ago that I sent it.

I have even put in a complaint to Phones 4 U about the bad service in their store and all they said was "well they are just following the repair policy" ok fair enough but I doubt being rude to customers is in the policy.

spirit

Hi again,

When phones are dropped, the LCD leakage is normal and it sounds like this is what the store staff are assuming. If however the screen is just black and does not look like one of those ink splodge paintings, then I would say it probably is a phone fault.

I think you have 2 options, either get on the phone to the manufacturers complaint dept, or go back to the store and do a bit of table thumping there - nicely, but firmly.

I would be inclined to do the store thing, ask to see the manager and be quite firm and ask for a warranty swap. If they are difficult, ask to speak to the manager's manager.

fatboy88

I'd take the store managers details and email the CEO or that level and tell him you are doing that. Phones4u are own by some oveerseas company now which owns 2020

jamespir

amy4 wrote: »

I have had a new phone on contract for about 7 months. Well within the 1 year warranty. I got it from Phones 4 U and it's on the orange network.
A couple of weeks ago my phone broke, due to NO fault of my own whatsoever. The phone was simply sitting on the table all day long, untouched, and the screen broke.
I went to Phones 4 U who were very rude to me, told me it was my own fault basically. They insisted I had insurance even though I knew I didnt so they put me on the phone to the insurance company who said "sorry you don't have any insurance" :rolleyes: and when I hung up and turned to speak to the sales assistant again...he had just left! I was so annoyed I just walked out. Went to Orange, as soon as they heard I had bought it from Phones 4 U they wouldn't even look at my phone.
Spoke to Trading Standards, they said I had a legal right to a repair or replacement and told me some laws and more info. Very helpful!

Went back to Phones 4 U. EVEN RUDER to me, I said it had just been sitting on the table and they guy said "well you know, things happen you could of dropped it or something" and I said NO it was sitting on the table and they said "why would it just break if it was on the table?" I said thats what I'm asking YOU! They would simply not listen to me, I told them I had spoken to trading standards and knew my rights, they said "ok we will repair it...it'll cost you though" so I said I wasn't going to pay for a fault which was clearly a manufacturers fault on a phone I've had less than a year and they just kept insisting that it was my fault and I'd have to pay. They were so rude to me and basically called me a liar.
I went to Orange to ask them to divert my phones call, they said they couldn't do that which I'm sure must be a lie.
I then rang Phones 4 U head office, they were no help and said if I wanted a repair I'd have to pay. I also emailed them and got no reply at all.
I finally spoke to the manufacturer (even though trading standards had advised me to take it up with Phones 4 U not the manufacturer) and they advised me to write a letter explaining the situation and send photos to their complaints department. I did that and no reply.

Phones 4 U has been so rude to me, I thought getting my phone repaired would be fairly simple. My boyfriends phone broke and they fixed it no questions asked and gave him a free (very basic) phone to use in the mean time. When I asked about this they told me I was very welcome to buy a sim free phone from them :rolleyes:

I feel like I have done everything I can and gotten nowhere. Is there anything else I could do? I know it may sound petty but I object to paying for a repair which was not my fault.

well the moral of the story is get insuransce if youre covered theres no problem my advice would be if it was at home to claim on your house insurance otherewise youll have to pay

Astec

I had something similar happen to an XDA once. Was working fine but screen just switched off and never came on again. If there is no physical or water damage then surely it's a warranty issue.

When you speak to p4u make sure you say it's faulty and not broken. I read through the thread and imagined it to be broken or cracked until you clarified, maybe they assumed the same.

fatboy88

There shouldnt be an issue with having insurance or not. Its still within 12 months of the manufacturers guarantee. I think phones4u are just trying it on, it like those phones where they say has got water damage but its never been near water

Astec

Just thought, Carphonewarehouse used to do warranty repairs regardless of where the phone was bought from. Maybe take it into one of their repair centres with your receipt?