Help with t-mobile

daindian

Hi i would like some advice, i have a 3 month old galaxy s and i sent it off for repair directly through t mobile. They took it for 3 weeks and then came back saying the phone was beyond economic repair?? The initial fault i had was i couldnt make or receive calls or texts.

Looking at the repair history they repaired the phone initally but it failed the quality assurance test and had to re-work the repair, They now have returned it to me unrepaired, and say they they wont repair the phone, replace it or anything, as the fault is not covered by the warranty but its a different fault to what i told them! and either i live with a broken phone or upgrade to a 3 year contract with the phone replaced! i refused. Also Samsung are telling me that t-mobile should replace the phone as if its beyond economic repair it should be replaced, and fault i described is covered by the warranty. On telling t-mobile this they said Samsung shoudl replace it as they are the manufacturer, but i know Samsung are correct! WHAT CAN I DO?? as i want a working phone again" PLEASE HELP!

Guys_Dad

daindian wrote: »

Also Samsung are telling me that t-mobile should replace the phone as if its beyond economic repair it should be replaced, and fault i described is covered by the warranty. On telling t-mobile this they said Samsung shoudl replace it as they are the manufacturer, but i know Samsung are correct! WHAT CAN I DO?? as i want a working phone again" PLEASE HELP!

Did you buy the phone from T-Mobile shop, T-Mobile on-line or from another reseller?

If one of the first two, then T-Mobile have an obligation to sell goods of merchandisable quality and must replace the phone unless it was damaged by you.

So - what fault have they diagnosed and have they said it was down to you?

If not your fault, then this is Which? advice

Your right to have a mobile phone repaired or replaced

Under the Sale of Goods Act, if something is not of 'satisfactory quality' you have the right to have it replaced or repaired free. You can ask the retailer to do either, but it can normally choose to do whichever would be cheapest.

If the retailer refuses to repair the goods, you may have the right to arrange for someone else to repair it and then claim compensation from the retailer for the cost of doing this.

If it can neither repair or replace the item, you can either have your money back, minus an amount for the use you have had of it, or keep the item and get a reduction on the price you paid.

You have six years to take a claim to court for faulty goods in England, Wales and Northern Ireland; in Scotland you have five years.

What to do if the manufacturer and retailer refuse to replace your phone

If the retailer or the manufacturer will not help, and you believe you are within the reasonable time for rejecting the item, write to the retailer (not the manufacturer) formally rejecting the product under the Sale of Goods Act.

Take a look at Which? Mobile's sample complaint letters to find out how to request a repair or refund in writing.

Tell the retailer that if it does not refund your money, you will start proceedings in the small claims court. If you think you are beyond the limit for rejecting the product, you should ask for a free repair or replacement.

See here for more advice http://www.which.co.uk/mobile/advice-and-support/dealing-with-mobile-phone-problems/mobile-phone-returns-and-exchanges/

Also, see here. European law seems to have done some good after all
http://whatconsumer.co.uk/how-long-should-it-last/

But you must be prepared to write to them and be prepared to go to Small Claims Court and to do some personal research on the internet for the period of durability that you can quote to a Small Claims Court.

daindian

they said the phone just says insert sim card/ check sim. I bought it as an upgrade from t-mobile through 150. the fault i told them and samsung told me was the sim card reader was worn out, and i also told them i could access the internet on my phone but couldnt use it for calls or texts. So there diagnosis suprises me!

Heretic_osjc

daindian wrote: »

they said the phone just says insert sim card/ check sim. I bought it as an upgrade from t-mobile through 150. the fault i told them and samsung told me was the sim card reader was worn out, and i also told them i could access the internet on my phone but couldnt use it for calls or texts. So there diagnosis suprises me!

That doesn't answer the previous Question. They asked what did t-mobile say.

The sheet that comes back from SBE (the company that carry out the repairs on behalf of the network) will say why its not covered. For instance if its liquid damage theyw ill tick the box and provide evidence. If its pysical damange they will tick that box etc etc.

What reason did the repair sheet give?

Also you have to see it this way its not in the companies best interest not to repair the phone. Samsung will pay the repair on phone once the work is carried out. If the phone is deemed out of warrenty (ie a fault not covered by the warrenty like pysical damange or water damage) then the network and repair company are out of pocket. They pay for shipping 2 and from the store/your house and they are also not paid for the time spent examining your phone.

So its really in their interest to repair it or the company would go under if they just decided not to repair phones.

daindian

Heretic_osjc wrote: »

That doesn't answer the previous Question. They asked what did t-mobile say.

The sheet that comes back from SBE (the company that carry out the repairs on behalf of the network) will say why its not covered. For instance if its liquid damage theyw ill tick the box and provide evidence. If its pysical damange they will tick that box etc etc.

What reason did the repair sheet give?

Also you have to see it this way its not in the companies best interest not to repair the phone. Samsung will pay the repair on phone once the work is carried out. If the phone is deemed out of warrenty (ie a fault not covered by the warrenty like pysical damange or water damage) then the network and repair company are out of pocket. They pay for shipping 2 and from the store/your house and they are also not paid for the time spent examining your phone.

So its really in their interest to repair it or the company would go under if they just decided not to repair phones.

on the unrepair form it says the imei is barred, however they admitted that they put the bar on by mistake, and removed it and apoligised. Furthermore, when i used the tracker on the sbe website is says different that it is beyond economic repair and the fault they say resulting in this, is different from what i stated and the phone is in warranty but beyond economic repair! the fact they attempted to repair it and it failed there qa test makes it seem something dodgy is going on. Also the fact they wont give me evidence of what work they carried out which samsung want to see when i contacted them , also makes me question there logic. I have also written to consumer direct, and have sent a letter to them by recorded delivery as well as the email i sent yesterday.

daindian

a quick update t-mobile finally agreed to exchange my handset! after numerous phonecalls! Thanks to Everybody that helped

Exhortation

daindian wrote: »

a quick update t-mobile finally agreed to exchange my handset! after numerous phonecalls! Thanks to Everybody that helped

Common sense finally prevails. It's just a shame that it should take so much hard work to get there!

Accountant_Kerry

i know its now sorted, but if you can write to the directors office at t-mobile to highlight this issue.

daindian

Hi i did do that thats the reason it finally got sorted! they realised my 3 month phone should last longer than that and that legally they had no elg to stand on as consumer law and samsung were backing me! However some of the staff are rude even in the complaints department which is where all letters and emails to the directors office go! Now to try and get a diso!!!! off my line rental for them messing me about!

Heretic_osjc

Accountant_Kerry wrote: »

i know its now sorted, but if you can write to the directors office at t-mobile to highlight this issue.

This works with every company but its a Joke it has to go that far.

Heretic_osjc

daindian wrote: »

Hi i did do that thats the reason it finally got sorted! they realised my 3 month phone should last longer than that and that legally they had no elg to stand on as consumer law and samsung were backing me! However some of the staff are rude even in the complaints department which is where all letters and emails to the directors office go! Now to try and get a diso!!!! off my line rental for them messing me about!

That is not even accurate. Do you know how many times I've e-mailed and written in complaints and I get Manila their overseas call centre phone me to resolve the issue. Directers office does not pass them onto complaints office its normally their PA's that deal with it.