Three's excuses as to why a phone broke and cannot be fixed!

poorlilritchgirl

My boyfriend has been with three for years now, and recently got his latest upgrade to a Nokia X6. After 2 months, his phone broke. As the phone wasn't charging, he thought it might be the battery and bought a new battery. This still didnt fix the phone, so he sent it off to three. Their response via letter and telephone was that the phone could not be fixed as although he may not have dropped the phone (and he didnt there was not one mark on it!) the phone may have been squashed by him sitting on it or if he had it in his jeans pocket the heat may have damaged the phone. The phone was aparently not covered under manufacturing warranty and h was told if he wanted his upgrade replaced he would have to pay £270. he was automatically charged £20 admin charge.

These have got to be the most lame excused I have ever heard! And are nokias not meant to be one of the surdiest phones out there!

Heres the kicker!

My dad's friend is a mobile phone broker and can either fix phones himself or send them back to the manufacturer to find out what is wrong with them. Firstly he stated that phones are covered under manufacturing warranty for at least 3 years!

In the end my dad's friend was able to fix the phone himself, and he told us that the problem was a faulty board in the phone. He was able to fix it himself without going to the manufacturer!

As you can understand my boyfriend is very annoyed at three now, but we dont know what to do next or what are options are. He already complained to three about their excuses before the phone was fixed and they said there was nothing they could do.

Can anyone advise us on what we should do next?

Thanks

Quentin

Your problem now is that the phone has been repaired without reference to the manufacturer, which leaves them now able to say the warranty is no longer applicable should a similar fault develop during the normal warranty period.

Kai

poorlilritchgirl wrote: »

My dad's friend is a mobile phone broker and can either fix phones himself or send them back to the manufacturer to find out what is wrong with them. Firstly he stated that phones are covered under manufacturing warranty for at least 3 years!

It's actually usually the length of the contract or two years. I don't think I've seen a 3 year warranty on a phone yet (I could be wrong).

Unfortunately, there's not a lot that can be done now that it's been fixed by 'unofficial' means. The next time you have any dealings with any mobile phone repair, either take some really good pictures or deal in person with the phone provider staff so that they can see that the phone hasn't been abused. It would've helped your case a bit.

poorlilritchgirl

I am not sure if my dad's friend would have been 'official' or 'unofficial' as he is a phone broker and does this as his job. He had aid if required he would have been able to go to the manufacturer as well so i dont exactly know how this would tand oficially, but thanks for pointing it out and I can check that out.

Do you have to go directly to the phone provider to get a phone fixed, or could you officially go elsewhere as well? My dad's friend knew that if it was repairable we would be complaining so if he could do things officially i think he would if you know what i mean

Quentin

Although it's legally the retailer's problem, you can usually use the manufacturer's repairs department. Nokia accept warranty repairs direct.

poorlilritchgirl

Thanks!

Apparetnyl the fault within the phone that was unfixable was a connection pin to the battery was slightly bent and needed straightened! I find this an absolute joke!

conveniently, 3 just called my bf re his complaint he made bfore the phone was fixed, they werent going to do anything and he threatened going to offcom regarding the situation and explained he found out what was wrong with the phone. 3 have now said that they wil now credit him £60 (to include the £20 admin charge) and fi the phone isnt properly fixed that they will do it free of charge! I find these terms a bit pittiful personally but havetold my bf to get this all on writing so as they don't conveintly loose the recording of the phone call or something and it later comes back at him or something.