Phone broke, contract and warranty ends two weeks

Mr_Incredible

So today my phone bust, won't charge, charge receiver is bust.

I'm with T mobile so called them and they said its still in warranty, its a samsung s2 galaxy and warranty is two years, ontop of which I have insurance too.

the two year contract runs out 14 August 13

so they say take it into your local EE/T mobile store, they'll give you replacement and send your phone off.

In the store the guy tries to con me by saying "good news your due an upgrade" your two years is done and you can get a new phone

IE they want to get me on a new contract with the cost of a new phone amortised over two years, rather than have me get my existing one fixed or replaced and be in a strong bargaining position to then go onto a regular cheap tarrif.

So I say "oh really, when did my contract end"?

he says " 14 august"

"so it hasn't ended then"

"well no but by the time it goes off to be fixed it will have"

No!, the phone has failed within its contract period and is therefor not fit for purpose, I want it fixed or replaced"

"OK the we'll send it off"

So I filled in tbhe form and supposedly it get sent off tomoz

my question is, whats to nstop them sitting on it and being slow so as to edge it over the two weeks and then turn round and say "oh sorry, your warranty has run out, do you want a new contract for anew phone?"

Please can you help me overt this potential slow train crash?

I'm thinking about contacting T mobile and getting them to send me an email confirmation that my phone will be fixed, or at least trying lol!

grumbler

Mr_Incredible wrote: »

my question is, whats to nstop them sitting on it and being slow so as to edge it over the two weeks and then turn round and say "oh sorry, your warranty has run out, do you want a new contract for anew phone?"

The fact that you reported the fault now.

That said, they can use other dodgy tactics to avoid their duty to repair/replace.

Mr_Incredible

So I went on their facebook page and told the story for all to see as follows;

My Samsung Galaxy S2 won't receive charge from any of my three chargers; wall socket, car, usb. The battery is fine and thus its the phone which has failed. The phone is within its two year warranty which ends co-terminus with the contract 14/08/2013.

I telephoned customer support and they said to take in into the store, I did this today this (Epsom, Surrey) and the store manager tried to sell me a new contract citing that "good news, your due an upgrade". I swiftly told him what I thought of that and advised that rather than get locked into another two year contract wherein the cost of the handset would be amortized and added to my monthly tarrif, I'd rather have my phone repaired because it was evidently not fit for purpose as it hadn't even lasted the initial two year warranty. The employee then said "well by the time its gone off to be repaired it'll be out of warranty"

I'm pretty dissapointed at this attempt and said I want the phone repaired as its within its warranty. He agreed and I filled in the papers and left the phone with him in the envelope and bought a cheap handset to tide me over.

Today is the 29/07/13 and given that warranty is for over two more weeks this is ample time to fix what appears to be a loose receiver.

I trust that the employee's suggestion is an error and that Tmobile won't try and sit on the problem for two weeks only to turn round and then say "your out of contract and warranty" as I would take this as beyond tardy but indeed a deliberate delay.

Please can you confirm that the phone will be repaired or replaced and I'm happy to provide further details should you wish

Mr_Incredible

and screen grabbed it and emailed it to myself

keith1950

Please can you confirm that the phone will be repaired or replaced and I'm happy to provide further details should you wish

They will inspect the phone and if it is a manufacturing fault they will repair the phone free of charge.

However if the phone has physical damage ( e.g. the pcb is cracked near to the charger socket ) it will be returned unrepaired......they should provide photographic evidence to back this up !

Mr_Incredible

keith1950 wrote: »

They will inspect the phone and if it is a manufacturing fault they will repair the phone free of charge.

However if the phone has physical damage ( e.g. the pcb is cracked near to the charger socket ) it will be returned unrepaired......they should provide photographic evidence to back this up !

Oh so I should have checked the phone and photographed it before I sent it!?

now all they have to do is bounce it off the table a couple times and hey presto, "sorry sir but your phone is damaged not broken"

Oh well I have insurance if that happens

gjchester

Mr_Incredible wrote: »

Oh so I should have checked the phone and photographed it before I sent it!?

now all they have to do is bounce it off the table a couple times and hey presto, "sorry sir but your phone is damaged not broken"

Oh well I have insurance if that happens

Not quite, however in 99% of the cases damage to charger socket (or USB socket, or buttons) will be down to the owner pushing the cable in too hard or pulling it out quickly. Both would be considered user damage.

Warrantys cover manufacturing defects, not user damage, however as you say the insurance does.

Mr_Incredible

gjchester wrote: »

Not quite, however in 99% of the cases damage to charger socket (or USB socket, or buttons) will be down to the owner pushing the cable in too hard or pulling it out quickly. Both would be considered user damage.

Warrantys cover manufacturing defects, not user damage, however as you say the insurance does.

Ridiculousely weak statement, with that atitude you'll never get anywhere with companies as you will always be the line of least resistance, the thing should stand wear and tear over the two years no question.

Anyway this is the response is as follows from T Mobile

"if you've sent your device away while it's still under warranty it will be repaired. As long as it's sent while covered that's fine, if the warranty period expires once it's away that has no bearing on that repair, only future requests"

Mr_Incredible

well, I got my phone back all repaired and indeed updated with all new apps and format!

really happy I pushed it!