Faulty phone, no response from THREE (3)

StuieUK34

Morning all,

Bought a Samsung Galaxy Europa from THREE (as in 3) at Xmas time.... (present for someone).
Anyway, battery lasted like 10 hours (thats on standby, lasted about 1hr when using the phone!)

Jumped through hoops with there pathetic indian call centre to get the phone sent off to the repair place...
Eventually it goes back end of Feb.....
Phone is returned just after 7 days with 'new battery and software update'
Within days of using it, same thing again, battery lasts about 10hrs on standby.
Another call to the useless call centre who say take it to the shop as they cant be bothered to issue me a returns code.

Took it to the 'THREE' store in my local city, this was on 7th APRIL....
Explained the issue, saying i either want it sorted or my money back. Paperwork filled out and receipt obtained to say they have my phone..... Was told should be back in just over a week....

21st April, went to the store, lady went off to check something, comes back 15 minutes later and says phone was sat in warehouse collecting dust as staff to lazy to do anything... followed by should be back in a week....
Still nothing..............

4th May: I sent off a letter to 'THREE' complaints dept, attached a copy of returns receipt too....
I gave them 7 days to either fix the fault or to issue me a refund (were talking £50 !).

Now 15th May, and still no response.
Any ideas what to do ? or who to approach, etc etc ?
5 weeks is a bit too long i think!

agrinnall

Send them a letter before action saying if they don't pay up you'll issue a small claim against them, and if they don't pay up, do it.

https://www.moneyclaim.gov.uk/web/mcol/welcome

StuieUK34

coolio cheers for that
write today, and give them another 7 days, saying i'll commence proceedings on the 8th day ?

StuieUK34

Latest on this is:
The THREE STORE have lost the handset.....
And also, because the handset they claim is registered to a PAYG account (which i setup in December), as i cant remember the password, they say they cant talk to me as cant verify the account...
*** ALL NOW SORTED ON THAT anyway... ***

So although i state i have a problem with the handset, which is irrelivant of a SIM account, they still wont talk...
guess i should just go straight ahead with the small claims (and probably still get nowhere ?)
Would Trading Standards lift a finger with regards to this ?

StuieUK34

Latest:
Last friday, the store basically said to me, they phone is lost...
Not sure if the store lost it or the repair centre has lost the phone...
Either way, thats not my fault and not my issue either....

Just rang the store today to find out whats going on, as its been 7 weeks without a phone now, and as they have said they lost, i want a phone or my money back...
Am basically told NO..
Guy said i will get a replacement handset, just not sure when or how ?

If i go down the small claims route (which costs £25), is there a section on there where i claim the cost of the handset + court fees?
I guess compensation in this case would be if i am lucky enough to get my money back ?


On the note of small claims, Three give there address as a PO box... best i do some digging to find there actual address i guess ?

bod1467

I think you need to exhaust their complaints process. Even then, if they offer a replacement handset then they may be deemed to have responded "appropriately" and a court case may fail.

StuieUK34

Was about to say, is it worth me trying to seek advise from Trading standards or OFCOM ??

I've followed there complaints procedure..
Had a letter from THree last week saying "because a moron from our call centre spoke to you on the phone and got nowhere, we have now closed your complaint"

So that doesnt help me!
The Store i took the handset to just called me back to say its in escalation mode and waiting to hear what to do from there headoffice.
Baring in mind, this is the same thing he told me Monday (how long does it take to sort out ?? )

Is 7 weeks and counting deemend the norm for purchasing a faulty handset, taking back to the store and then being without a phone and no money the norm ??
The store or the repair centre have lost it, as they know going back to the 19th April..........

bod1467

With an ISP issue, if you get to 8 weeks from the date of raising a complaint and it isn't resolved then you reach "deadlock". At this point you can take up your issue with whichever dispute resolution process/service is relevant.

Not sure if the same applies in this case.

StuieUK34

Ok,
Am getting nowhere, so am going down the money claim online (for phone + costs)
As the company is THREE (also known as Hutuchinson i think)
Do i do the small claims to the THREE store in cardiff (9a Capitol Shopping Centre Cardiff CF10 2HQ )

or would i send to there HQ ??

pmduk

When I had a similar problem I solved it by completing the court forms, sending them a copy before filling the papers. New phone received within 48 hours of them receiving the letter.

It's Hutchison 3G UK Ltd trading as 'Three'
registered office:
Star House,
20 Grenfell Road,
Maidenhead,
Berkshire
SL6 1EH


Make sure you sent it by recorded delivery.

StuieUK34

Thank you kindly for that info

To complete the court forms and send a copy, i guess that would mean i need to pay the £25 fee for doing the form ? which if they sorted me out straigth away, i guess i would still be £25 down ? (crazy how the value is like £50 for the handset, was a special offer on there phones!)