Problem with 3 and broken mobile

gabymum

Hi
My sons mobile, a Nokia X6 is on a 24 month contract. We are 6 months in and it has stopped working (won't charge up). Posted it back to 3 and they have contacted us to say it can't be repaired. They now are telling us to chose another phone (for which we will be charged a fee) and then we will have to start the contract again.

How can this be right? It doesn't work after 6 months, surely it's not fit for purpose.

Any suggestions?

Thank you

OneADay

Depends on why it doesn't work - what reason have they given?
You could try to send it Nokia Support to looked at (but its likely 3 use Nokia repair themselves).

gabymum

Hi
Faulty charging port (or pin).

We haven't damaged the phone, it hasn't been dropped etc.

Anybody had a similar problem? What did you do?

Exhortation

If, as you say, the damage has been caused through "normal use" then there is no reason why they can't send it off for repair or even just replace it. Ring them back and demand to speak to a manager. Tell them that if they don't replace the phone under warranty (as they say it cannot be repaired) you'll be consulting Consumer Direct (www.consumerdirect.gov.uk) to pursue your statutary rights. Be firm but polite.

StickyMick

The networks will only entertain it for the first 7 days with regards to replacement handsets.
Your best bet would be to take it to a Nokia Care Point yourself. If it can be done under warranty then I'm sure Nokia will replace the device, as they don't normally repair phones that suffer hardware failures.

You can find your nearest Nokia Care Point go to Nokia's home page and look on the store locator under "Support" - "Repair and Recycle".
I would post a link but the forum won't let me.

Exhortation

StickyMick wrote: »

I would post a link but the forum won't let me.

Allow me...

http://www.nokia.co.uk/support/repair/repair/warranty?c=1

StickyMick

Thanks.
Makes things easier.

gjchester

StickyMick wrote: »

The networks will only entertain it for the first 7 days with regards to replacement handsets.

Not if it's faulty, Sale of goods act states it's the retailers responsibility

if it's jsut less than 6 months at the time it was reported as faulty then the law will deem the fault was there at time of manufacturing and has just manifested itself.

After 6 months the onlus is on you to shor its a manufacturing fault if they refuse a repair.

Always remember Nokia may help but at the end of the day the reseller is responsible for the warranty/ repair under the SOGA.

Richie(UK)

StickyMick wrote: »

The networks will only entertain it for the first 7 days with regards to replacement handsets. ...

gjchester is exactly right. The networks will try to assert that faulty phones are only their responsibility for a (ridiculously short) period of time. However, company policy cannot overwrite legislation. I needed to highlight this fact to 3. The matter was then passed to a manager and resulted in a 'Oh, all right then, we'll replace it this time'. Stick to your guns.

annieh2

Hi

A 5 week old nokia X6 has gone faulty problems with texts shutting down not receiving texts. Took it back to carphone warehouse who said as it was just outside the 4 weeks they allow to replace a faulty phone it had to go back for repair, after much arguing conceeded defeat and let it go. I have now received a card saying it is beyond repair and must have been dropped knocked or had liquid spilt on it, which it has definately not, and i can collect it and have a chat with a salesperson to see if i can replace on insurance or buy another one!!!!!!!!! Angry not much.
What rights do i have as i cant disprove what they're saying? What happened to my customer rights under the warrenty which is 2 years with Nokia, any one any advise??

Jon_01

The warranty won't cover accidental damage, which it what their saying it is. The warranty only covers the item for manufacturing defects.

You need to get in writing what the problem is as they seem to be trying to cover all the bases with their reason above and then challenge it.