T-Mobile wont repair my phone

sarahmtly

Hi everyone I need a little advice from you all again.

In July I got a new contract with T-mobile for £35 a month with a free new Sony Erricsson Xperia X10

A couple of months ago I started having problems with it randomly restarting itself. I didn't think much of it at first but it gradually got worse and worse until a few weeks ago it was continuously restarting making it impossible to use. So I took it to the nearest T-Mobile Store and they sent me away again saying it needed a system update. But when I got home it started going wrong again - restart, restart, restart.

So I made the long trip to the shop again and they sent it off for repair. Couple of weeks later I am told its ready to be collected so for a third time I make the long trip to the shop only to be told that it has not been repaired because it is not covered by warranty.

Apparently they think I was too "Heavy Handed" in charging it up, thus damaging something inside. I totally disagree with this, I am always very careful with my mobile and because I am extra careful I didn't bother to get insurance. I'm kicking myself now of course. But the thing is, if you google "Ericsson X10 restarting problem" you can find thousands with the same problem I have. I really don't believe it is my fault. So can I legally do anything or do I just continue paying £35 per month for 2 years for a phone I cant even use

Techhead_2

Well your first step is to look at the repair centre report and find out exactly why they consider it damaged rather than faulty.

If you don't agree with the report conclusion then you can make a formal complaint to T-Mobile (see your terms and conditions).

If you cannot reach agreement with T-Mobile then you can proceed to the Ombudsman.

sarahmtly

Thanks for reply Techhead. They didnt send a official report back with the phone but they sent a print out of a photo of the inside of the phone. I have no idea what I'm looking at but I'm guessing its a damaged motherboard or something. The T-Mobile rep in the shop phoned them while I was there and their exact words were "the customer has been too heavy handed in charging it up" and that was that.
I've sent a complaint in, just waiting for a reply. So as you suggested my next step should be the Ombudsman.

eranou

You can also contact sony erricson for a second opinion they offer their own repair service under the warranty and see what they say.

sarahmtly

eranou wrote: »

You can also contact sony erricson for a second opinion they offer their own repair service under the warranty and see what they say.

If I do that should I tell them what T-Mobile have said ?