New phone had to go for repair (Problems still not sorted)

quidsinquentin

Hi all. I wonder if I can ask for opinions on this please?

I took out a new contract with Virgin mobile less than two months ago. The phone was a Nokia Lumia 630. Love the phone, suits me down to the ground. But...

It developed intermittent faults within the first month & required a factory reset (I've never had to do that with any phone before - lucky I guess). Reset seemed to sort it but the faults returned & have persisted.

• flickering screen
• freezing very regularly (requiring battery removal & re-insertion)
• date/time resetting itself
• time going 'missing' off text logs
• going slow, rotation taking excess of ten seconds, etc
• not recording incoming/outgoing texts

& the back cover was loose when it arrived and (fairly) regularly pops open.

When it finally recently froze completely and refused to work for about an hour, I called Virgin CS & complained about it. They've asked me to return it for repair (done that) and I'm expecting it back in a week or so.

I take good care of my phones, always get a cover, etc, etc. It's not jammed full of apps either, I've only got a handful on it if that.

So, my question is (having never been in this situation before) what should I reasonably expect in terms of the phone? Repair, refurbishment, replacement, etc?

Anyone care to express an opinion please?

Virgin CS are extremely polite but pants as far as anything else goes in my experience, so asking them for advice was a non-starter.

Cheers all.

grumbler

You should expect what the law entitles you for.
In this case it's SoGA, and it says that the supplier has to repair or replace at their discretion. And if they decide to replace it doesn't have to be a new phone.

MSE article: Consumer Rights

quidsinquentin

grumbler wrote: »

You should expect what the law entitles you for.
In this case it's SoGA, and it says that the supplier has to repair or replace at their discretion. And if they decide to replace it doesn't have to be a new phone.

MSE article: Consumer Rights

Thanks.

I'm concerned that (a) the phone's faults will continue after any examination by Virgin, and (b) that will lead to continued disruption of the mobile service I have. This is because the 630 takes a micro sim and the only other smartphones I have take standard sims.

So, I've had to wait nearly a week for a replacement sim, and then I'll have to have another replacement sim if/when the phone returns. Tbf, they haven't charged me for this service, but the interruptions are annoying.

BadBehaviour

quidsinquentin wrote: »

Thanks.

I'm concerned that (a) the phone's faults will continue after any examination by Virgin, and (b) that will lead to continued disruption of the mobile service I have. This is because the 735 takes a nano sim and the only other smartphones I have take standard sims.

So, I've had to wait nearly a week for a replacement sim, and then I'll have to have another replacement sim if/when the phone returns. Tbf, they haven't charged me for this service, but the interruptions are annoying.

I think you could have just bought a SIM adapter, which is very cheap.

nidO

quidsinquentin wrote: »

So, I've had to wait nearly a week for a replacement sim, and then I'll have to have another replacement sim if/when the phone returns. Tbf, they haven't charged me for this service, but the interruptions are annoying.

A quicker and easier option would be to keep your nano sim and just use an adapter set if you need to put it in any other phone that takes a micro or full size sim - A full set of 3 adapters generally costs between £1 and £5 depending on where you buy it from.

quidsinquentin

BadBehaviour wrote: »

I think you could have just bought a SIM adapter, which is very cheap.

nidO wrote: »

A quicker and easier option would be to keep your nano sim and just use an adapter set if you need to put it in any other phone that takes a micro or full size sim - A full set of 3 adapters generally costs between £1 and £5 depending on where you buy it from.

Flippin' eck! I had no idea they existed?

And found one. Ta.

(Should have guessed really shouldn't I?)