"New" phone from Giffgaff - Electronic IMEI and phone label do not match

Burnie1

Hi everyone

I bought a new Samsung Galaxy S5 mini from Giffgaff 10 months ago, it would occasionally freeze and I'd have to take the battery out then a month ago it stopped receiving data / network coverage and went to Samsung for repair. When I was filling in the forms I realised the electronic IMEI did not match the one on the device.

Samsung have refused to repair it because the details on the proof of purchase from Giffgaff do not match the information stored on the phone and also claim the IMEI label on the rear of the phone is not a genuine Samsung label.

Giffgaff have assured me it would have been a brand new (not refurbished) phone and have accused me of having a third party repair done hence the IMEIs not matching. I have never had the phone repaired. The IMEI on the proof of purchase from them does not match the IMEI either on the phone label or on my Google dashboard from the first time I registered the phone.

I'm getting nowhere trying to get this resolved but don't see why I should be stuck paying off this phone for the next 14 months when it's useless to me and I suspect some foul play. Can anyone suggest how this could have happened or what I can do next? I'm so annoyed!

Thank you!

unholyangel

Every time your phone makes a chargeable action (call, text message), the network operator should log the IMEI (or at least they used to do this years ago - it would be strange if they had done away with this given it was used for a variety of reasons - especially when customers disputed that the call/text was made from their phone).

If giffgaff do this, they should be able to check back and see that your IMEI has remained the same since the day you received/activated the phone.

dj1471

Burnie1 wrote: »

...a month ago it stopped receiving data / network coverage and went to Samsung for repair.

Did you speak to / message GiffGaff about this issue before returning the phone to Samsung? It could be that the phone has been reported stolen and blocked, hence the issues you're experiencing. Give them the actual IMEI and they can check this. Alternatively you can check yourself through CheckMend but this will cost you £2.

Burnie1

That is really useful to know thank you. So Giffgaff should already know that the IMEI I've been using from day one does not match the one they say they sold me. All helps my case - thank you!

Burnie1

Thanks for your response dj1471 this was my initial thought but I've messaged Giffgaff and spoken to Samsung numerous times and I don't think that's what has happened in this case. I personally think I have been sold a refurbished phone, it's just difficult as Giffgaff don't have call centres so communications are rubbish!

Jakg

unholyangel wrote: »

Every time your phone makes a chargeable action (call, text message), the network operator should log the IMEI (or at least they used to do this years ago - it would be strange if they had done away with this given it was used for a variety of reasons - especially when customers disputed that the call/text was made from their phone).

If giffgaff do this, they should be able to check back and see that your IMEI has remained the same since the day you received/activated the phone.

The IMEI is usually recorded (I can't say with certainty that GiffGaff do, but O2 do) - however good luck getting this data off them. I can't see anyone in a call centre having access to those sort of records.

unholyangel

Jakg wrote: »

The IMEI is usually recorded (I can't say with certainty that GiffGaff do, but O2 do) - however good luck getting this data off them. I can't see anyone in a call centre having access to those sort of records.

Thats exactly who used to be able to access it as it was used for blacklisting phones, also used (along with other records) to prove that call charges were correct (when people claim they didnt make £300 worth of calls to 0906 numbers for example).

Of course, that wasn't giffgaff and was quite a few years back. No idea if things are still the same but I imagine the technology would get better rather than worse (for example networks used to be able to pinpoint where you made a call/text from within 6m radius - which I believe was the starting point for the feature consumers now have of locating their phone/tablet when lost).

SimonSays

unholyangel wrote: »

Every time your phone makes a chargeable action (call, text message), the network operator should log the IMEI (or at least they used to do this years ago - it would be strange if they had done away with this given it was used for a variety of reasons - especially when customers disputed that the call/text was made from their phone).

If giffgaff do this, they should be able to check back and see that your IMEI has remained the same since the day you received/activated the phone.

giffgaff are awful at this they look to blame the customer at every opportunity. Agents have been known to make up ofcom regulations to hide behind.

They can contact o2 and ask the data but they are too lazy

complaints@giffgaff.com email them. You'll have the rudest reply ever but it opens up other avenues.

Nessun_Dorma

SimonSays wrote: »

giffgaff are awful at this they look to blame the customer at every opportunity. Agents have been known to make up ofcom regulations to hide behind.

They can contact o2 and ask the data but they are too lazy

complaints@giffgaff.com email them. You'll have the rudest reply ever but it opens up other avenues.

Is this one of the downsides of "the lunatics running the asylum?"

Burnie1

I've finally had a response from Giffgaff saying they will look into my IMEI number records and get back to me, but I'm not holding my breath - they obviously think I'm stupid:

"I understand the frustration caused and this has likely caused you confusion "

MY confusion!
:mad: