Two faulty mobile phones - please help

rb108988

I upgraded my mobile phone recently and entered in to a new 12 month contract. The new phone developed a fault after 7 days and I spoke with t-mobile and they eventually (very reluctantly in fact) agreed to exchange the phone - they initially wanted to repair it.

My replacement phone ariived a few days later and also developed a fault within 7 days of receipt, that could not be resolved despite talking to the t-mobile customer services and technical support teams. Once again I asked that as a minimum the phone should be exchanged however having lost confidence in this particular model (Sony Ericsson C902) I informed them I would prefer to select a differing brand. After over 2hours on the phone and speaking to call centre staff and team leaders I was told that a repair was my only option. I complained about this and was told my only option other than repair was to take this up with the manufacturer.

I am totally at my wits end with this. How can t-mobile have a 7day exchange policy but then say it doesn't apply when a replacement phone has already been provided. What are my options ?? Please help !!!

4743hudsonj

rb108988 wrote: »

I upgraded my mobile phone recently and entered in to a new 12 month contract. The new phone developed a fault after 7 days and I spoke with t-mobile and they eventually (very reluctantly in fact) agreed to exchange the phone - they initially wanted to repair it.

My replacement phone ariived a few days later and also developed a fault that could not be resolved despite talking to the t-mobile customer services and technical support teams. Once again I asked that as a minimum the phone should be exchanged however having lost confidence in this particular model (Sony Ericsson C902) I informed them I would prefer to select a differing brand. After over 2hours on the phone and speaking to call centre staff and team leaders I was told that a repair was my only option. I complained about this and was told my only option other than repair was to talke this up with the manufacturer.

I am totally at my wits end with this. How can t-mobile have a 7day exchange policy but then say it doesn't apply when a replacement phone has already been provided. What are my options ?? Please help !!!

the c902 is a great little phone, i have 3 in my imediate houshold, all going strong not a thing wrong, very reliable phones


maybe its the tmobile firmware?

what the fault


and your options are take the repair..... and err take the repair im afraid


and yes they can deny you a replacement as its 7 days from when you get your first handset.


sorry


just bad luck im afraid


the law permits them to provide a repair if they wish

rb108988

Thanks for the reply.

Two differing problems. The first developed a faulty button (Media - to left) and the second just stopped sending texts (error message when sending).

Can I not reject the 2nd phone under the sale of goods act and cancel my contract ?

Rob

4743hudsonj

rb108988 wrote: »

Thanks for the reply.

Two differing problems. The first developed a faulty button (Media - to left) and the second just stopped sending texts (error message when sending).

Can I not reject the 2nd phone under the sale of goods act and cancel my contract ?

Rob

you can reject it but the retailer is perfectly entitled to repair the phone as part of their resolution to you rejecting it in its faulty state.


the contract is a separate product and the one you are paying for (i assume the phone was free?)


as i said

unlucky

rb108988

Yes the phone was free but the supply of it was part of the deal and the reason I renewed the contract. If the phone(s) they supplied were not fit for purpose then I was hoping I could reject and terminate contract to move to another provider.

It still seems incredible that t-mobiles 7 day exchange policy does not apply to me taking receipt of the new (exchanged) phone.

One thing for certain......if I dont get my way with this then Ill be moving my two monthly contracts away from them at the next avalable opportunity.

4743hudsonj

rb108988 wrote: »

Yes the phone was free but the supply of it was part of the deal and the reason I renewed the contract. If the phone(s) they supplied were not fit for purpose then I was hoping I could reject and terminate contract to move to another provider.

It still seems incredible that t-mobiles 7 day exchange policy does not apply to me taking receipt of the new (exchanged) phone.

One thing for certain......if I dont get my way with this then Ill be moving my two monthly contracts away from them at the next avalable opportunity.

yes its a condition of the contract that the phone is fit for sale but as mentioned this only allows you to a repair, replacement or refund at their discretion.


and besides even if you did manage to reject the phone, you could not reject the contract as the sim and service is functioning.

you would get a refund on a free or heavily subsidised phone (either nothing or very little) and you would be stuck with a contract with no new phone.

i imagine a repaired phone and contract is far more useful and cost effective to a contract and no phone to use it in.

as for the 7 day exchange, in my view its perfectly fair:cool:

i cant see anything wrong with how that works

just like if you got a 12 month warranty, and on the 354th day you got a replacement, you still by law only have another days warranty, not a further year.

sorry once again

dont like being the bearer of bad news but its just rotten luck