Warranty on a Contract Phone? No Insurance!

WarioTBH

Hello all,

Ive got a problem with T-Mobile, a Contract Phone, with no insurance, the phone has gone faulty.

My girlfriend has had the phone for about 4 months, its a touch screen phone and after buying a protector case for it off of the T-Mobile website, she noticed the colours of the screen going weird when the case is on, you take the case off and the phone is fine.

However one time of taking the case off, the phones colours stayed messed up, they were all inverted.

We took the phone to a T-Mobile store and they have just contacted us to say, the screen is faulty, and they want £70 to replace it.

Now i thought all electronic products bought in the UK were under a 12 month warranty?

T-Mobile seem to think its the "users fault" and because of that, the warranty is void, they think its water damage... the phone has never been near water, my girlfriend is so careful with the damn thing

T-Mobile are going to call us back tomorrow and let us know whats going to happen, because we explained the case must of caused the problem, therefore it wasnt our fault.



So my question is, do contract phones have a 12 month warranty even though you dont have the optional insurance?



Thanks guys!

sporedude

As a former T-mobile CSA, I was trained in handset repairs and how to process them, theres alot of factors T-mobile dont tell customers about that account to how a phone is repaired.

CLLC

Hi there ,

Just to confirm yes it does have a 12 months manufactures warranty however , since it was due to the case I do not think the manufacturers are responsible.

The best thing you could do is go into your local store and give the member's of staff a demonstration if possible about the case. If your demonstration is successful that should convince the staff as you have just PROVEN the case is possible of causing such damage. Then hopefully from there you should have your problem resolved at no cost to you. Action may be taken to review the case that affected your phone aswell. By the sounds of it , it sounds like the case was magnetic effecting the screen.....

I sincerely hope this helps

CLLC

CLLC

sporedude wrote: »

As a former T-mobile CSA, I was trained in handset repairs and how to process them, theres alot of factors T-mobile dont tell customers about that account to how a phone is repaired.

Hey sporedude ,

Could you please share some of your intelligence??? If T-mobile is like that maybe other company's are like that too

WarioTBH

Thanks for the replies...

Its an LG phone and the screen isnt a touch screen like the iPhone... you have to press the screen in to make a selection.

The case clips in at the top and bottom of the phone, where you can press into the screen, i believe its the clips that caused the problem.

But we will see what they say tomorrow, if they wont do anything, then ill do an demonstration

sporedude

CLLC wrote: »

Hey sporedude ,

Could you please share some of your intelligence??? If T-mobile is like that maybe other company's are like that too

Yeah lets spill the beans, T-mobile rate customers using a system called CLC (Customer Lifetime Contribution).

T0 = High Value, Company will jump off a cliff for them, Usually a business or a VIP.
T1 = High Value still, Kinda same as above
T2 = Moving up the high value ladder
S0 = Potential to be high value
S1 = Standard customer
S2 = Still pretty standard
S3 = Going down low value road
S4 = Low value
AS = Bottom of the food chain, Crap upgrades, If fone needs repaired T-mobile wont touch it, Sent to manufacture

Might have changed since I left, But it kinda went like that. Terrible I know.

rash.m2k

sporedude no wonder T-mobile suck, they are pretty close to three when it comes to upgrades (i.e. both rubbish.)

sporedude

Yep, I pretty much hated all their policies. Expecially CLC.

paperclip4201

Meh, all companies will try to fob you off, afterall, they don't make much money being nice and friendly!

Keep pestering them, good luck.

spiro

Before you speak to them again you might want to read this acticle: http://www.guardian.co.uk/money/2009/may/23/tesco-consumer-guarantee Looks like UK stores are trying to hide behind manufacturers warranties. If they blame the protective cover state that they sold it to you and that as a responsible person you did it to protect the phone, they wouldn't be able to agrue against that in a court of law and stand much chance of winning the arguement (in my opinion).