Returned 3 phone not replaced & still not working!!!

donny909

Kind of a follow on from this thread: https://forums.moneysavingexpert.com/discussion/3004318=

The letter with the phone when it came back made it clear the phone could not be repaired and so they have sent a replacement.

Now not only is it NOT a replacement but the exact same handset (watermark security from the local police station on the way home confirmed this) but the problem still exists.

So in other words they cant find the fault in the repair place in Scotland as described to repair it (thats where the guy in the shop told us they get sent for repair). Even though the guy in the shop tried and could clearly see the fault as discribed by us. But rather than investigate futher and confur with the store we took it to. They have deemed a several month problematic handset fine and sent it back and stated it is a replacement (we have this in a letter from them).

Now how does this change the partners legal rights seeing as she is back to square 1 with a hardly working phone with very little signal?.

jenniewb

I don't know if it helps but I had a similar problem with 3.

They sent me a faulty handset, I wasn't able to have it even on standby for more then about 4 hours before the battery died. The 3 mobile shop gave me a new battery, no difference.

I then was asked to send it in to 3 for repair, they sent it back saying it was fine. It wasn't fine and infact kept freezing, turning itself off and just not responding then responding all of a sudden. I was not happy.

I went to a 3 mobile shop, they agreed it was faulty and sent it in for me, it got sent back to me saying it was fine. Repeated this step with the 3 manager, same thing. I sent it in a 4th time and it got replaced. Still a rubbish phone but at least now it works and the battery lasts at least a day!

I would keep on pushing them to repair and replace, when the handset is not with you and the sim is not in use, get them to refund your line rental (obviously cancel any additional charges) I got 4 months free like this- all be it because I had no handset but the fact it hadn't been working before then and I'd gotten used to it meant I didn't feel like I'd lost anything!

If its a signal issue, I'm not sure how early on into your contract you are but there are ways to cancel as a result, they just are not easy to get enforced.

donny909

Thanks for the reply. It's deffo not a signal issue as I have my own phone on 3 and the signal has always been fine. 3 have been told this for several months but they have took little notice.

It has gone back for repair again and the same crappy (even if working) loan handset given. I've little donbt that she will get the same handset back as it seems clear that either they cant fix it (dont think Huwai do ANY phones for then any more) and cant replace it as they dont seem to do those handsets any longer.

My partner wants early release from the contract thats due to finish the end of june because of the hassles. But 3 seem to be fairly unhelpfull in finding out why she was told the handset had been replaced when it clearly had not. They must have the authority on a store level to either cancel the contract or replace with a similar spec handset from stock?.

I'm of the feeling they are stallling for time to the point where they will offer a new phone (15 month into contract) rather than can (13 months into contract). Hopefully they will do something this time as there will be hell to pay if they dont as if I went the shop with her yesterday I'd have pushed for an early release from the contract or a replacement handset from stock seeing as we have it in writing they have replaced the handset, a lie, And it's on record she has been having hassles for several months and they did nothing.

It really does not help when you cant make yourself understood to the call centre staff where even a call from the complaints department is in the foreign call centres and difficult to get your point accross. I just wish there was a known english call centre for 3 so we might get things sorted far better.