HELP Contract phone - refusal to repair?!

maureen_1

Ok, so I have no idea where I stand.
I have an 8 month old contract through phones4U with Orange and I found it wouldn't charge without having to give it a wiggle.

Eventually, it wouldn't charge at all and on inspection I could see one of the pins had bent back... minor repair... or so I thought.

Sent it off and was told it would take between 7-10 working days, ARGH!
However, 31 days later after ME doing all of the chasing and phone calls they finally tell me "Two engineers have declared it Beyond Reasonable Repair, we will send the phone and details back to you and you can contact your insurance company"
" I haven't got an insurance company"
"Oh, Sorry, there is nothing more we can do"

WHAT?!?!
They are now claiming that I have damaged the MOTHERBOARD, it is a physical damage, my fault and so my warranty does not cover it.
I am tied into an 18 month contract, costing me a grand total of £630 and I have to endure the final 12 months WITHOUT the very phone I got into the contract for!
May I add that phones 4 U were hassling me for weeks until I finally gave in and got a contract phone... They're having a laugh at me now!!

I have in no way thrown my phone, or dropped it, not from any reasonable height anyway... I have asked if I can appeal against this but was told basically no, I can send the phone to sony, but sony have said that I need to take it up with phones4U and vice versa....

PHEW

anyone help???

grumbler

http://www.moneysavingexpert.com/shopping/consumer-rights-wallet-print

Quote the rights and say, "according to the Sales of Goods Act 1979" (or if it's a service the "Supply of Goods and Services 1982 Act"). It'll make a powerful impression but, ultimately, if the shop refuses, you'd need to go to court.

Having said that I don't see any grounds for Sony refusing to repair/replace the phone under warranty unless it is an accidental damage.

maureen_1

This is the problem I'm facing, they are all saying the warranty is void because it is physical damage (acc damage apparently) My argument is that I have not "accidentally" damaged the phone, but obviously, my word against their engineers!!

grumbler

They are talking rubbish. How is it possible to damage the motherboard without opening the phone and damaging the body?

MisterBrico

The charger port is connected direct to the motherboard, by wiggling it in to get it to go it could have caused further damage unfortunately.

And if wiggled too much may have started too come away from the mother board.

Try to contact that manufacturer directly they tend to have more leeway with their warranty.

maureen_1

nope, I have contacted manufacturer and was merely told to contact P4U... Ergh I can't help but feel totally ripped off!! It's actually a 24 mnth contract... not 18, got confused with my virgin media.
Anyone know anything about cancelling/reducing contracts?? I want to save on the spend of that massive £840 - Average bill if I go over (Which I have been doing ringing these incompetent people) including the VAT.
Thanks

grumbler

Cancelling/reducing is very unlikely because your contract is with the different company.
Complain to Sony about p4u, then go to Small Claims Court (online), but there is no guarantee that you will win.

maureen_1

So in future, would it be beneficial to not enter into a contract via a third party (p4u, carphone etc)?

Silk

Do you have an independant repairer near you that you could consult for a second opinion ??

What model sony phone is it ?

grumbler

maureen_1 wrote: »

So in future, would it be beneficial to not enter into a contract via a third party (p4u, carphone etc)?

It would not.
In any case the handset and the airtime contract are separate.

I am surprised that such a reputable company as Sony refuse to fulfil their warranty obligations directly without a rogue retailer being involved.

JJ_Egan

I could see one of the pins had bent back... minor repair...


Bent pin how can that not be damaged by the user .

jje