iphone 4 faulty on three contract

NFH

wen-tom wrote: »

just an update for you. we took the phone into the three store and they refused to do anything saying that all repairs on iphones are dealt with by apple. we explained that apple only offer a 3 month software warranty which has expired but that as the phone was supplied as part of a service it is their responsibility but still got nowhere. they simply said that there is nothing they can do.

Send a letter before claim to Three, giving them a reasonable period (e.g. two weeks) to comply with their obligations under Section 11N.

wen-tom wrote: »

I have now emailed three customer services and am waiting for a response! I refuse to call them. I am in no way racist but i really struggle to understand the people at the mumbai call centre

I agree. It's nothing to do with race but linguistic ability. If a UK company chooses to use an offshore call centre, it should ensure that the workers are sufficiently proficient in speaking and understanding English. It's astonishing how the English proficiency is so much better in offshore call centres in non-English speaking countries (e.g. eastern Europe) compared to countries where English is an official language (e.g. India). No matter where the offshore call centre is, as soon as you talk about legal matters, it's even worse because they have no concept of UK consumer law.

stephief

You dont happen to live near me do you? Or maybe all Three store staff are taught the standard customer reply of 'tough luck, its not our problem'. Good luck quoting consumer rights at them too, we tried that today and all we got was a forcible ejection from the store and a call to security. Because a polite four foot tall woman and a man in a wheelchair are such a threat apparently.

gjchester

The OP could possibly book a genius bar appointment in a store and take it in, 9 times out of ten they'll just swap the hardware over without questions.

Exemplar

As above... It may be a distance from you? but book an appointment at an official Apple store.

wen-tom

thanks, three responded to my email (within the stated 72 hours) but their response was only that they will write to us within 10 days!

My husband is going to London next weekend so could possibly take it to a genius bar. there are none close to us.

do they charge?

thanks

wen-tom

another update for anyone interested..

I have finally managed to get a call back from Three after sending them a complaint on their web form.

We have got nowhere! They simply reiterate (0ver and over and over again) that the warranty is with apple and that they have no responsibility to fix it. Although the guy spoke very good english and was quite clear he refused to let me interrupt him during his very LOOOONG speech (clearly reading a script) and suggested that I must let him finish so that we could have a 'successful 2 way conversation'!
Yet when I took my turn to speak he simply spoke over me with his 'the warranty is with apple' spiel!

I am now going to write to customer services in Glasgow (who apparently do not have a telephone number) to see where I can get with them.

He simply dismissed the sale of goods and services act simply saying that.. yes, you guessed it, the 'warranty is with apple'!

Dear oh Dear! thank god I didn't decide to go with them myself!