How have people dealt with a faulty phone on contract?

ryan121

My LG G4 phone I got on contract with three has a hardware fault. As advised by three I have went directly to LG for a repair. It's currently with them and they have said at worst 7-11 days to repair.

I've heard a lot of horror stories though where people receive the phone back and it's not repaired or the issue comes back again after a few months. I'm really not hopeful it will be fixed or fixed properly.

I'm also annoyed about having to go without a phone for at least a week and looking at phone insurance it seems it wouldn't have helped anyway as the phone is still in warranty.

I would just like anyone who's being in a similar situation to maybe give me their story on what they did and what happened. Going by the new consumer rights act after a failed repair i'd be entitled to a replacement or refund. How would a refund work in terms of a phone on contract though?

DCFC79

Three are best to answer but would you not get a replacement phone rather than a refund?

Have you asked for so much back as your unabletter to use your minutes etc as your without a phone ?

How far are you into the contract ?

If the fault happens again or a new fault develops say your not happy the phone is again faulty.

ryan121

I'm happy with a replacement but I've heard this fault affects all of these phones so it could just happen again. With a refund I could buy something more reliable.

I took out the contract last October and several months later LG admitted the phone has an inherent hardware fault which affects my model the most.

I haven't said to three about refunding line rental but I presumed they don't do this just because a phone is faulty.

Exemplar

ryan121 wrote: »

I'm happy with a replacement but I've heard this fault affects all of these phones so it could just happen again..

Which phone which fault?

If your phone is faulty then it needs to be repaired. If it is returned and exhibits the same fault then raise that with LG. I have only ever had 1 issue where this happened (HTC) and they sent a brand new handset on return of the non-fixed one.

I tend do all of the mobile provisioning for our company and I do tend to deal with the manufacturers a lot. Most now provide excellent service. HTC as an example have their own portal showing you the status of your repair.

As for being without a phone, you signed an airtime contract. Borrow a phone.

ryan121

LG G4 and it's a boot loop problem. http://www.androidauthority.com/lg-admits-g4-bootloop-problem-hardware-fault-669603/

In regards to the repair so far the process has been okay. I phoned on tuesday and DPD collected it on Wednesday but there is no way to check the status of your repair without phoning.

I don't have a spare phone and I can't borrow a phone. I was looking at insurance and EE offer a service where if you don't want to wait for a repair they will collect your phone the next day and simply replace it. Something i'll probably want next time.

Jon_01

ryan121 wrote: »

LG G4 and it's a boot loop problem. http://www.androidauthority.com/lg-admits-g4-bootloop-problem-hardware-fault-669603/

In regards to the repair so far the process has been okay. I phoned on tuesday and DPD collected it on Wednesday but there is no way to check the status of your repair without phoning.

I don't have a spare phone and I can't borrow a phone. I was looking at insurance and EE offer a service where if you don't want to wait for a repair they will collect your phone the next day and simply replace it. Something i'll probably want next time.

If you're thinking of taking out insurance with EE make sure LG send you back the same phone you sent them. If they replace it then EE won't cover you as the phone you'll have won't be the same one they supplied you with and they will only cover phones they supply. . .

DCFC79

Can you not buy a cheap unlocked phone to use ?

When I mentioned a replacement I meant maybe you would get offered the same phone or another make.

Reading the link OP maybe your in luck and it will hopefully be sorted.

ryan121

With EE insurance I wouldn't have had to send it to LG at all as they do all the work. The replacement they give you is then covered by the insurance. I'll consider it at the time when my contract is up as that would have saved me a lot of inconvenience.

I could buy a cheap phone I suppose but i'd rather wait than do that. I think when i get my next phone i'll keep my current phone as a backup.