Tesco Mobile Woes

chandleo

I'm hoping somebody may be able to advise us on this, so here goes:

Back in January my partner purchased a Samsung Galaxy S2 from Tesco Mobile on contract in our local store. The day after the phone kept switching itself off, we immediately called Tesco Mobile and they advised to perform a factory reset.

All seems ok for a couple of weeks and then suddenly the issue came back along with some others - texts arriving in oriental script, music not playing because it believed it was in the wrong format and much more, we then spoke to Tesco Mobile who said to perform a factory reset and then if that did not work to contact them.

Again the reset seemed to solve the issue (for around a month this time) when suddenly all of the above happened again, it was also around this time we were taking a relative to hospital for treatment every day so this got left for around 2 months, at which point we spoke to Tesco who sent out a repair bag with a note stating 'reason for repair - phone powering off' so we spoke to Tesco again who had lost all of the other notes, so added on for us the other details regarding the oriental script and music.

After around a week we received an email to say they were looking at the phone and would resolve it, we then got another email that same today saying it was being posted back out (I'm assuming from the quick turn around they just did a factory reset).

We received the phone back and all appeared ok at first, but then the phone switching off issue occurred again whilst on holiday and now everyday!

We've just spoken to Tesco Mobile again who rather patronisingly told me that if the screen is black 'then it might be on standby, and you just have to press the power button and enter the code'

I politely explained that the phone would never come back on and we have to take the battery out and replace it to get the phone back on.

They've advised that they will take another look and attempt to repair, I asked if they could just replace the phone as its clearly been faulty from day one, only to be told 'No we can only repair it'

Surely we must be able to so something, we just want a mobile that works not one that has to be repaired every 5 minutes! My partner even wants a different phone now as this has put him off Samsungs for life!

Any advice would be much appreciated.

keith1950

Hi, I had a problem with an S2 switching off and fixed it by downloading Samsung Kies onto my computer and doing a firmware update via USB.

It might not work in your case but is worth trying, the software updates automatically but the firmware needs to be done via a computer.

chandleo

keith1950 wrote: »

Hi, I had a problem with an S2 switching off and fixed it by downloading Samsung Kies onto my computer and doing a firmware update via USB.

It might not work in your case but is worth trying, the software updates automatically but the firmware needs to be done via a computer.

Thank you for the quick response :-) we have attempted updating via Kies already, shows that we are already on the latest firmware for this handset. Might try Samsung directly if Tesco are being less than helpful, wonder if they'd replace it under their manufacturers warranty?

Buzby

It sounds as though you have a misbehaving or rogue app - which would certainly rule out any phone swap.

It may be better to wipe everything and hold off re-installing your own apps to isolate the issue.

chandleo

Buzby wrote: »

It sounds as though you have a misbehaving or rogue app - which would certainly rule out any phone swap.

It may be better to wipe everything and hold off re-installing your own apps to isolate the issue.

We've been down this route already :-) we performed a factory reset and didn't install any apps (just had the stock apps) within 48 hours the issue was back.

flashg67

A colleague with a similar issue found he had a much better response dealing with Samsung direct. I know Tesco are responsible, strictly speaking, but it might be the path of least resistance.

I think he found an approved Samsung repairer locally and took the phone in first - getting them to confirm the fault first before sending back to Samsung seemed to do the trick after 3 failed repair attempts with his airtime provider.

chandleo

flashg67 wrote: »

A colleague with a similar issue found he had a much better response dealing with Samsung direct. I know Tesco are responsible, strictly speaking, but it might be the path of least resistance.

I think he found an approved Samsung repairer locally and took the phone in first - getting them to confirm the fault first before sending back to Samsung seemed to do the trick after 3 failed repair attempts with his airtime provider.

Thanks for this, you may be right - I've looked on the Samsung website and find our nearest service centre, will give them a call first though :-)

System

The Samsung repair service is good - they have a quick turnaround

Check in Settings -> about device - The current version should be 4.1.2

For future reference, if you have problems with a handset, within the first 30 days, they will usually do a straight swap.

chandleo wrote: »

I'm hoping somebody may be able to advise us on this, so here goes:

Back in January my partner purchased a Samsung Galaxy S2 from Tesco Mobile on contract in our local store. The day after the phone kept switching itself off, we immediately called Tesco Mobile and they advised to perform a factory reset.

All seems ok for a couple of weeks and then suddenly the issue came back along with some others - texts arriving in oriental script, music not playing because it believed it was in the wrong format and much more, we then spoke to Tesco Mobile who said to perform a factory reset and then if that did not work to contact them.

Again the reset seemed to solve the issue (for around a month this time) when suddenly all of the above happened again, it was also around this time we were taking a relative to hospital for treatment every day so this got left for around 2 months, at which point we spoke to Tesco who sent out a repair bag with a note stating 'reason for repair - phone powering off' so we spoke to Tesco again who had lost all of the other notes, so added on for us the other details regarding the oriental script and music.

After around a week we received an email to say they were looking at the phone and would resolve it, we then got another email that same today saying it was being posted back out (I'm assuming from the quick turn around they just did a factory reset).

We received the phone back and all appeared ok at first, but then the phone switching off issue occurred again whilst on holiday and now everyday!

We've just spoken to Tesco Mobile again who rather patronisingly told me that if the screen is black 'then it might be on standby, and you just have to press the power button and enter the code'

I politely explained that the phone would never come back on and we have to take the battery out and replace it to get the phone back on.

They've advised that they will take another look and attempt to repair, I asked if they could just replace the phone as its clearly been faulty from day one, only to be told 'No we can only repair it'

Surely we must be able to so something, we just want a mobile that works not one that has to be repaired every 5 minutes! My partner even wants a different phone now as this has put him off Samsungs for life!

Any advice would be much appreciated.

chandleo

Heng_Leng wrote: »

The Samsung repair service is good - they have a quick turnaround

Check in Settings -> about device - The current version should be 4.1.2

For future reference, if you have problems with a handset, within the first 30 days, they will usually do a straight swap.

I shall give them a call to tomorrow, the version on the phone is 4.0.4, they haven't released the Jelly Bean update yet for the CPW firmware that we have unfortunately, still keep checking Kies regularly in anticipation!

JaniceJohnson

You must go to that mobile shop and return it back. If they are not ready for this than you can go to any particular consumer court or some kind of controlling authority. As far as your issue is concerned it looks as the company is trying to deceive you. This type of fooling can be done by changing rules and regulations. It is necessary in every field to show every term and conditions. And make a law that before bringing any changes in them they will inform the user through a mail or voice call.