Escaping a phone contract where the phone is faulty - TESCO MOBILE

MoofiMoomi

Hello

I've had a Nokia lumia 800 phone on contract (24 months) from tesco since 22nd June 2012. As of early July I started noticing more faults than usual - since as early as January, I had problems with accessing 3G browsing, which never worked, and often had text messages delayed for days at a time, messages from days before would flood in all at once. Tesco told me I just had to install the latest update to fix these issues, and that was not the case. At this time I was not offered the option of repair as they're believed the problem was with the phone needing updates.

As well as this, since July my phone has been randomly switching off (often when I hold my phone in my hand or pocket, like body heat/slight pressure is a trigger for it turning off?) and will only turn on after it has been connected to a power source even though it is sitting at full power when it switches itself off. Or in other instances it freezes and has to be left to run out of charge and then recharged. Defeats the purpose of a mobile phone if I can't carry it around with me xD

As my phone is now passed it one year warranty, tesco are telling me I will have to pay for repair and will not quote me how much without seeing my phone, which could take from ten to fourteen days as they have to send you an envelope, you send them the phone, and they look at it. A friend once did this with tesco and was told her phone needed £125 worth of repairs and unless she paid, they wouldn't return it. I cannot afford that or anything close to that!

I want t know if it is possible hat the phone is suffering a manufacturers fault and whether this could get meat of my contract - or whether I could get out of my contract in any other way! If I was to cancel it now, it would cost me £225, which I cannot afford. My phone comes with a micro sim so I ant just switch it into a cheap pay and go.

Tesco Customer Services, both online and in store, were gloriously unhelpful, in store even bordered on rude. I don't want to be paying for a phone that doesn't work - I'm paying for mobile browsing (3G) when it never works! Don't quite know what I can do. As far as i Can tell from googling, my phones issues seem very common with other Nokia lumia users. Other phone providers seem to just replace faulty equipment but tesco does not.

Any help/questions greatly appreciated!

Ruth

gjchester

MoofiMoomi wrote: »

As my phone is now passed it one year warranty

First under any warranty the retailer has to repair or replace any faulty device, but it's their choice as to if they repair or replace. If they want to repair it you cannot demand a replacement instead.


The Lumia 800 had a 2 year warranty according to Nokia

http://www.nokia.com/gb-en/support/warranty/

Why not simply get Nokia to repair it rather than Tesco?


Leaving aside if it is or is not a common fault, there has been no recall so there's not likely to be considered to be a design fault.
Your airtime contract is what you pay for monthly, and is not related to the hardware working or not.

Tesco are providing the means for you to use 3G browsing in terms of the service being available to you, it's your hardware that's stopping it (ie if you replaced the phone it will work).

The fact Tesco supplied the phone is a red herring, they phone and airtime are two different legal contracts, only joined when you took the phone out.

Long and short is even if the phone fails you cannot get out of the contract, however as I said why not simply get Nokia to repair it as it should be under warranty.

macman

You are not paying for the handset, you are paying for the airtime. Once out of warranty, the phone is your responsibility, so no, you can't void the contract without paying the full ETC.
If you can't afford the quoted repair, take it to an independent and get another quote, or buy a cheap handset and unlock it.
But if it is in warranty, get the manufacturer to fix it under FOC, or replace it.

d123

MoofiMoomi wrote: »

Hello


As my phone is now passed it one year warranty, tesco are telling me I will have to pay for repair and will not quote me how much without seeing my phone,

I want t know if it is possible hat the phone is suffering a manufacturers fault and whether this could get meat of my contract - or whether I could get out of my contract in any other way!

You really aren't doing well, firstly confusing the handset with the service contract and secondly failing to read the warranty information that came with the handset.

Nokia offer 24 month warranty on their handsets, so your entire rant is pretty meaningless.

Contact Nokia for advice on getting warranty service.

Warranty Period

The warranty period starts at the time of Product's original purchase by the first end-user. The Product may consist of several different parts and different parts may be covered by a different warranty period (hereinafter "Warranty Period"). The different Warranty Periods are:

Twenty-four (24) months for the mobile device and twelve (12) months for accessories (whether included in the mobile device sales package or sold separately) other than the consumable parts and accessories listed in (b) and (c) below;

http://www.nokia.com/gb-en/support/warranty/

Walk in service points
http://www.nokia.com/gb-en/support/care-point/

On line support
http://www.nokia.com/gb-en/support/contact/