Aviod like the plague Tesco Mobile Nightmare!- Please help?

BJV

likelyfran wrote: »

Will try to read whole thread later.
I'm with Tesco, so is hubby.
I've got a Samsung Galaxy Ace and I !!!!ing hate it!
The thing mine does is when I phone someone, we speak for a few secs then I hear 'beep beep' and it just cuts off. Ring back and continue fine.
Does it nearly every time and I have no idea why.
Have looked into proximity sensor, settings, blah blah, nothing helps.
Also is a mare trying to type online on it - cursor goes nuts, nothing works.
Year down, another to go.
Don't think I'll bother Tesco about a replacement now..
Back to Nokia next I think.

Totally agree don't bother with Tesco. They may know a lot about food, and even a little about home wares but they know cugger all about phones!

anotheruser

You know... instead of posting three times in a row, you can just cut and paste into one post.
Or are you trying to raise your post count to look good?

BJV

anotheruser wrote: »

You know... instead of posting three times in a row, you can just cut and paste into one post.
Or are you trying to raise your post count to look good?

No I did not know. Not really bothered what my post count looks like. I prefer quality instead of quantity lol x

Silk

BJV wrote: »

.
Thanks for the comments but surely they equally have an obligation to provide the service that you are paying for.

Yes and they were providing a service, whether you had the ability to use the service is the problem.

BJV wrote: »

At first they said it was a phone issue, then a network, then the sim, then back to the phone. In the end they blamed all three.
In the meantime I was paying lots for a phone that they admit did not work.

As with anything you try to trace a fault with there is a procedure to follow to find the cause of the fault. Causes have to be ruled out one by one. When it was determined that the fault was in the phone it should have been returned for repair.

BJV wrote: »

I could either carry on paying for a phone that they admit did not work. Try yet another fix which by now I had no confidence they would be able to do or pay to get out of a contract.

This is the problem though, it has never been returned for a "fix"
The phone should have been sent back for examination and repair when found to be faulty and that would have been it's first return.

BJV wrote: »

I do not want the phone they can have it back it is in the box un damaged and still not working.
Still have to hope that Ofcom agree that I was paying for a service that they did not provide.

As before thats the problem they did provide a service and they did offer to repair it and you refused, which if it goes to CISAS for mediation I think you will struggle

BJV

Ok well just a quick update.


I still have not got any of the info that I needed from Tesco transcripts etc. But we decided to take it to Ofcom.


We sent an email complaint via their online service and was told that we would get a response within 10 days.


4 weeks later and when I called Ofcom to chase it up they said that their system had lost my details. Thank god for print screen as I had the reference number that their system produces.


Any way they have raised a formal complaint and its now another 6 weeks before I will hear.




Silk I do appreciate your comments but they did not provide a service.


I am a lay person in this field so giving them countless opportunities to repair, offer to repair the phone should be enough.


If they decided not to offer the repair or to keep palming me off with "search for network" that was their choice. Mean while I was paying for a phone which did not work.


Again I am a lay person but surely they have to have some accountability. Months of bringing the issue to their attention there has to be some point at which enough is enough.


Still I will have to keep my fingers crossed.

BadBehaviour

When you were fobbed off by Tesco so many times, why didn't you think of going directly to Samsung?. To be honest, I would have done that in the first place.

I have a Galaxy S4 and I had a problem with the battery. I had random loss of signal too because of the swollen battery, an issue officially recognised by Samsung. I didn't go to Three (the phone was provided on contract by them) and contacted Samsung directly. They were ready to give me a new battery free of charge if I sent them back the phone to inspect it, but since I needed the phone, I ended buying a battery myself. Issue solved and phone hasn't given me any more problems.

BJV

BadBehaviour wrote: »

When you were fobbed off by Tesco so many times, why didn't you think of going directly to Samsung?. To be honest, I would have done that in the first place.

I have a Galaxy S4 and I had a problem with the battery. I had random loss of signal too because of the swollen battery, an issue officially recognized by Samsung. I didn't go to Three (the phone was provided on contract by them) and contacted Samsung directly. They were ready to give me a new battery free of charge if I sent them back the phone to inspect it, but since I needed the phone, I ended buying a battery myself. Issue solved and phone hasn't given me any more problems.

Hindsight is a wonderful thing and you are right I should of said enough is enough long before I lost all respect for Tesco as a phone provider.

Its easy to make excuses, I was busy with work kids off schools etc etc but I should of found the time earlier.

Still glad to hear your phone is working.

Strange straight after I swapped back to apple on O2 so same network as Tesco and have had not one moments problem. So when the masts where down which is yet another fob off reason Tesco said my phone would not work mine was working perfectly. Switches on and off when I want. I can make and receive texts and emails when i want. In short its nice to have I phone that i can use instead of the phone deciding. lol

Still my the first week of May I should know whats happening.

BadBehaviour

BJV wrote: »

Hindsight is a wonderful thing and you are right I should of said enough is enough long before I lost all respect for Tesco as a phone provider.

Its easy to make excuses, I was busy with work kids off schools etc etc but I should of found the time earlier.

Still glad to hear your phone is working.

Strange straight after I swapped back to apple on O2 so same network as Tesco and have had not one moments problem. So when the masts where down which is yet another fob off reason Tesco said my phone would not work mine was working perfectly. Switches on and off when I want. I can make and receive texts and emails when i want. In short its nice to have I phone that i can use instead of the phone deciding. lol

Still my the first week of May I should know whats happening.

You can still ring Samsung support and they will send out a jiffy bag for you to send them the phone. If they repair it, you might be able to sell it and get back some money. You don't have to physically take the phone to Samsung.

I thought, in my case, talking to the manufacturer directly was the best thing to do as network providers aren't too smart when it comes to hardware problems.