contract broken phone

pipsavage

hi all, i need some help. i got a contract phone for my partner in november and gave it to her for christmas. The phone in question is a white galaxy ace.

she used the phone for the next 3 monthes, alghough the phone was VERY slow alnd sluggish she dealt with it until the camra and video playback went wrong.

as any normal person would do we went to phones for you and put our case across and after arguing, my argument being that a 3 month old phone shoildnt be faulty, and that i wanted a new hand set, we had to send it off to be repaired....so we waited over a week until the phone was back instore after us ring to check as they failed to ring us.

we took a trip up town to collect the phone and tried it in store to find the same problems happening. the phone was slow and the camra and vids still didnt work. we argued again with them saying it has to go back. i put my footdown expressing that the QC that took place on the phone was tosh and i wanted a replacment handset. they still stated there was nothing that could be done and that all that they could do wasbto organize a bag to be sent to us to arrange the pick up of the faulty phone and to then send a working phone. my pattner phone 2 weeks later for them to say there is no record of the convo with phones for u and there is jothing they can do so now i have to go back in to them on monday to fight my case again.

im stressed and !!!!ed that my gf christmas gift is crap.

what is my next step when i go to them on monday.

i was thinking that if phones for you wont do anything can i go to o2 acorss the roadand sort something with them as that is who the contract is with

sorry for essay but i really need help with this.


km stressed

Mickyk

You can go to O2, they will help as best they can, but since you got the device through P4U, there may not be much they can do.

It would be akin to putting a different network sim card into your phone, and then blaming them.

visidigi

pipsavage wrote: »

hi all, i need some help. i got a contract phone for my partner in november and gave it to her for christmas. The phone in question is a white galaxy ace.

she used the phone for the next 3 monthes, alghough the phone was VERY slow alnd sluggish she dealt with it until the camra and video playback went wrong.

as any normal person would do we went to phones for you and put our case across and after arguing, my argument being that a 3 month old phone shoildnt be faulty, and that i wanted a new hand set, we had to send it off to be repaired....so we waited over a week until the phone was back instore after us ring to check as they failed to ring us.

we took a trip up town to collect the phone and tried it in store to find the same problems happening. the phone was slow and the camra and vids still didnt work. we argued again with them saying it has to go back. i put my footdown expressing that the QC that took place on the phone was tosh and i wanted a replacment handset. they still stated there was nothing that could be done and that all that they could do wasbto organize a bag to be sent to us to arrange the pick up of the faulty phone and to then send a working phone. my pattner phone 2 weeks later for them to say there is no record of the convo with phones for u and there is jothing they can do so now i have to go back in to them on monday to fight my case again.

im stressed and !!!!ed that my gf christmas gift is crap.

what is my next step when i go to them on monday.

i was thinking that if phones for you wont do anything can i go to o2 acorss the roadand sort something with them as that is who the contract is with

sorry for essay but i really need help with this.


km stressed

Repair, Refund, Replace, retailers choice, you cannot insist on one resolution or another.

You would in 99% of cases end up down the repair route, its P4u who have to deal with this, not o2, you didn't buy from o2, despite them being the service provider.

You will need to go back to P4u, and they will likely need to repair it again.

grumbler

pipsavage wrote: »

...

what is my next step when i go to them on monday.

i was thinking that if phones for you wont do anything can i go to o2 acorss the roadand sort something with them as that is who the contract is with

...

You can deal either with P4U that have to repair/replace it under the SOGA, or with the manufacturer that has to do the same under their warranty: Consumer Rights


BTW, your keyboard needs repair or replacement too. Both 'Shift' keys are faulty.

nsabournemouth

pipsavage wrote: »

hi all, i need some help. i got a contract phone for my partner in november and gave it to her for christmas. The phone in question is a white galaxy ace.

she used the phone for the next 3 monthes, alghough the phone was VERY slow alnd sluggish she dealt with it until the camra and video playback went wrong.

as any normal person would do we went to phones for you and put our case across and after arguing, my argument being that a 3 month old phone shoildnt be faulty, and that i wanted a new hand set, we had to send it off to be repaired....so we waited over a week until the phone was back instore after us ring to check as they failed to ring us.

we took a trip up town to collect the phone and tried it in store to find the same problems happening. the phone was slow and the camra and vids still didnt work. we argued again with them saying it has to go back. i put my footdown expressing that the QC that took place on the phone was tosh and i wanted a replacment handset. they still stated there was nothing that could be done and that all that they could do wasbto organize a bag to be sent to us to arrange the pick up of the faulty phone and to then send a working phone. my pattner phone 2 weeks later for them to say there is no record of the convo with phones for u and there is jothing they can do so now i have to go back in to them on monday to fight my case again.

im stressed and !!!!ed that my gf christmas gift is crap.

what is my next step when i go to them on monday.

i was thinking that if phones for you wont do anything can i go to o2 acorss the roadand sort something with them as that is who the contract is with

sorry for essay but i really need help with this.


km stressed

first 28 days they should replace it, after that it goes down the repair route. One thing I would say is that the Ace has a very small processor, 600MHz ?It won't be able to handle things like a Sensation,Note or something similar would. Don't go to O2, they won't be able to help.

If it can't be fixed a replacement will be issued. You don't need to deal with P4U, you can go direct to Samsung .

pipsavage

i dont expect it to keep up with things my phone can do but it should be fit for purpose.

also i though it was 800 , might need to check her box again.

and it has been sent off but it cam back in the same state as when we sent it. the QC depaetment sucks

Guys_Dad

nsabournemouth wrote: »

first 28 days they should replace it, after that it goes down the repair route..

Where did you get that from? Pointer please as this could be very useful for future reference - (if, of course, you are correct )

creeping_jesus

I know this isn't much help now, but I have always used carphone warehouse, they are the most helpful, and whenever anything happened to my phones, cracked screens, updating everything, they did it up to 2 years after I brought the phone, either PAYG or contract. Even accidental damage. And no I didn't pay for insurance, this was under their warranty.

Now, according to phones4u's warranty:Most of our products are supported by a full 12-month manufacturer's warranty (some may vary, so please refer to your warranty card which was in the box when you received your item). If your phone develops a fault within the first 12 months, we will arrange for the return of your phone at no extra cost to you for repair at our authorised repair centre.

Please note that where possible faulty phones should be taken to your local Phones4u high street store to make arrangements for the repair of your phone. If you can’t get to a store please contact our Customer Services Team by email [EMAIL="phones4urepair@a-novo.co.uk"]phones4urepair@a-novo.co.uk[/EMAIL] or you can call them on 0844 871 2269 Mon-Fri 8am-8pm, Sat 9am-6pm and Sun 10am-5:30pm (excluding Bank Holidays) calls are charged at 5p per minute from any BT landline other networks and mobile networks may vary.

So if there is something wrong with the phone, as there must be if the camera and video doesn't work, surely they cannot refuse to sort it out?

Can you make a complaint? As it's on contract and you've only had it 3 months out of 12/18/24, I would be fuming.