Urgent help needed please

Sue67c

Hi All, would appreciate any comments or help offered with the following:
Been with mobile company for 7 years, took out new contract & had the phone for 6 weeks when the touchscreen stopped working, Phone wasn't dropped or got near water & being totally honest, always had a screen saver & gel cover for phone since new, only 6 weeks old. Could see phone screen clearly & see calls coming in & texts etc phone also rang & vibrated but touchscreen wouldn't scroll. Waited nearly 4 days for battery to die to try & re boot to solve the issue( phone doesn't have removable battery) didn't work, then tried software update via Sony site etc & as recommended by mobile company of troubleshooting section of site but again to no avail touchscreen still wouldn't scroll. Returned phone to company for repair who are now saying it is physical damage, after disputing this I asked what this physical damage was, they have stated a cracked screen & water damage. The phone has not been near water with me or been dropped & had no cracked screen. The phone is also according to Sony water resistant up to 100cm for 30 mins & spray jet resistant had it been near water which it hasn't. The mobile company sent the packaging & paid for the return to them for repair not me I purely posted the item. I have received the phone back today( they received on 26/03) & low & behold there is a crack in the screen that wasm't there when I posted. I have disputed their technicians findings but am basically being told I am lying & need to claim off there "free" insurance where the excess is £150! I have now had no phone for nearly 3 weeks, paying £27pm (22 mths to go on contract)for a service not receving or using & phone with damage not caused by me. I do not know what to do & felt very intimidated by the person that did call me from the company basically saying tough . How do I know they didn't drop or damage the phone or damaged in post etc because I know I am not lying. Been with company 7 yrs for mobile & 17 yrs for tv/broadband etc. had house insurance for 22 yrs & never claimed a thing. Any helpful comments suggestions on what I can do would be greatly appreciated.

pepdavies

You sent it special delivery right? They have insurance cover for this kind of thing.

JJ_Egan

They all claim not to have dropped the phone or gone near water see multiple identical posts .
One water problem may be condensation .
Did you take pictures of the phone before sending .
Water damage is harder but usually means that the water indicators are on .Ask for evidence of water damage .

robbies_gal

claim off rm for damage

Sue67c

After a 40 minute telephone call to mobile company this morning they are now taking up the issue with RM.
Wait for an update however long this may take

robbies_gal

i think the sender i.e you have to make a claim through rm

mcav

This is one of the main reasons I photographed my phone before posting. I don't doubt what you are saying, but when dealing with insurance and warranty claims, you need to understand that thanks to so many fraudulent claims, everyone is suspected.

Sue67c

I am now totally fed up with the whole thing & really don't know what to do. They submitted the claim to RM, who then asked me for copy of Cert of post which I sent them. Nothing for 2 weeks then a letter asking for the original packing & item which unless they receive they cannot process, Well I have the item of course but no surprise no packaging as "The company" threw that away when they received the phone which I knew they would have done, this took a 50 minute phone call to tell me that. So I am no further on.
I feel grossly insulted that I am being classed as a liar & being fraudulent when I am not.
I don't have £150 to pay for excess & fail to see why I should when I haven't done this damage. I am stuck in a contract & have now had no phone for weeks & still paying
Surely as they paid for the postage & supplied the packaging it should be down to them to replace my phone & they themselves take the claim up with RM. Is there no such thing as Customer Loyalty & goodwill anymore.
Anybody any suggestions or helpful comments.
Is an Obudsman an option or Trading Standards etc or maybe a direct letter to Mr Branson , am willing to try & can't see what have to lose , I am an honest person being treated like a liar.
Thanks

d123

Sue67c wrote: »

Hi All, would appreciate any comments or help offered with the following:

Been with mobile company for 7 years, took out new contract & had the phone for 6 weeks when the touchscreen stopped working, Phone wasn't dropped or got near water & being totally honest, always had a screen saver & gel cover for phone since new, only 6 weeks old.

Could see phone screen clearly & see calls coming in & texts etc phone also rang & vibrated but touchscreen wouldn't scroll. Waited nearly 4 days for battery to die to try & re boot to solve the issue( phone doesn't have removable battery) didn't work, then tried software update via Sony site etc & as recommended by mobile company of troubleshooting section of site but again to no avail touchscreen still wouldn't scroll.

Returned phone to company for repair who are now saying it is physical damage, after disputing this I asked what this physical damage was, they have stated a cracked screen & water damage.

The phone has not been near water with me or been dropped & had no cracked screen. The phone is also according to Sony water resistant up to 100cm for 30 mins & spray jet resistant had it been near water which it hasn't.

The mobile company sent the packaging & paid for the return to them for repair not me I purely posted the item. I have received the phone back today( they received on 26/03) & low & behold there is a crack in the screen that wasm't there when I posted.

I have disputed their technicians findings but am basically being told I am lying & need to claim off there "free" insurance where the excess is £150! I have now had no phone for nearly 3 weeks, paying £27pm (22 mths to go on contract)for a service not receving or using & phone with damage not caused by me.

I do not know what to do & felt very intimidated by the person that did call me from the company basically saying tough . How do I know they didn't drop or damage the phone or damaged in post etc because I know I am not lying.

Been with company 7 yrs for mobile & 17 yrs for tv/broadband etc. had house insurance for 22 yrs & never claimed a thing.

Any helpful comments suggestions on what I can do would be greatly appreciated.

First helpful comment, is please learn how to use paragraphs (it's the "Enter" button on the right side of the keyboard).

You can only pursue what you can prove, so you need to go through what evidence you have before you decide on your next steps.

Without evidence you would need to try and get a goodwill gesture from the company (Virgin?) or claim on the insurance as advised.