Nightmare with 3 network and repairs

Juzza12

Hi guys, having a nightmare getting my phone repaired. Beginning in April i sent it for repairs as it was freezing, they updated the sotware but after a few days the problems started again. Few weeks lated i'd had enough so sent it in again and again they updated the software.

It still wasn't working great but i'd had enough of sending it in so I put up with it. Then in October the screen started going blank and ther phone wouldn't respond, I was having to take the battery out and put it back in again. Now over many phone calls to 3 customer services i was first told I could have a replacement, then they phoned me to say they're escalating the case to see if they can send me a replacement. In another phone call they denied that was possible and that the most they'd do was replace the motherboard if i sent it in. I was promised by 2 or 3 people that as it was the 3rd time i'd sent it in for a repair they would definately replace the motherboard. Despite giving them my correct address, 3 envelopes they sent for me to send the phone off in didn't arrive. Found out today in a call that they had the incorrect address still.

In the end I took it to my local store, a week and a half later i got it back and suprise, suprise i'm still having the same problems ans some others on top. I keep losing signal and service and sometimes my screen goes dark with some light and there are lines running vertically all across the screen, They didn't replace the motherboard as promised, all they did was a software upgrade and said the problem was fixed. Phoned today and they said my only option was to send it in for the 4th time and they'd replace the motherboard (yeah i've heard that one before.) At one point the customer service agent tried to blame the store saying that they hadn't mentioned the screen going blank, just that it freezes. Well I did tell the store and they gave me a receipt when I took the phone in that gave brief details of the problems including the blank screen. I also received a letter when the phone came back saying there had been a problem with a blank screen.

Basically i've had enough of the lies they've told me, the making of promises they can't/haven't kept and want out of the contract but they keep telling me I'd have to pay. I've made 2 complaints to them, 1 i never heard back from and the second they have until Tuesday or Wednesday to get back to me. To me having to have this repaired 4 times since April this year is a joke, not to mention that that the 3 times they've already had it it hasn't been fixed. All they've given me is £10 off of 1 months bill. Really desperate to end this contract and go elsewhere.

Today I managed to speak to someone in the UK, customer services for the repair centre who told me that no one from the general customer services (in the foreign call centre) should be telling me/promising me that the motherboard will be replaced.

jenniewb

Wow- sounds almost exactly what happened to me, it took them 4 months to fix my handset and I demanded 4 months contract refunded, they applied it to my account as a credit so I actually ended up with no bill to pay for the rest of the contract so cancelled and dumped them when the contract ended.

I have no advice really, sorry! Just wanted to say its not rare and the whole "we will replace the motherboard...ooops, we didn't replace the motherboard but we will this time" (repeat several times over several months) has happened at least to me before. I used this as a warning and got out as soon as I could end the contract and feel much more relieved for it! Was compounded by the fact that they had scammed me into the contract they had me on and there was no way out- and I tried everything I could.

I am glad you got through to a UK speaking person and hope you have some sort of direct line to them when the handset comes back "fixed", because its very very hard to get back in contact with them. I'd be demaning more then £10 off your bill, the whole bill for the duration they have the handset would be a start, then your looking at compensation on top of that, hope you feel angry enough to emphasize what you want and get more then a mesely £10 credit!