Who repairs broken phone .. supplier, network or Phone manufacturer ?

WLM21

My current phone contracts ends in just over 3 weeks time.

last week I posted a question here about SIM only deals as my phone was great, so why change it.

Since then I phoned my network (O2) to give them their 30 day notice period to cancel my contract after the 24 months and get my PAC number.

Phone still 100%

A couple of days later, following advice from MSE I contacted O2 again to get the phone unlocked ... all ready for a new cheap SIM only deal from a possible new network.

Within about 2 hours of this, my phone breaks .. the bottom three buttons (left, home and multiple windows buttons) all freeze.

If I put an App on, I must restart the phone again to get back to my home screen.

I find online a Sony Xperia help desk number so try them. they suggesting a safe mode boot, but if that doesn't work take it to my network.

I visit the O2 store today but was told that can not assist, as the phone was not bought directly from them.

It was bought online from Mobile.co.uk.

So what is my next step ..... just seems funny that the phone has been great and perfect for over 23 months, then after cancelling / unlocking calls to O2 is is faulty.

Do I have to phone the supplier and wait for ages or could I call Sony directly

thank you

TadleyBaggie

Any consumer rights are through the supplier, i.e. Mobile.co.uk. Any actually repair may need to be done by Sony or nominated 3rd party.

d123

WLM21 wrote: »

Within about 2 hours of this, my phone breaks .. the bottom three buttons (left, home and multiple windows buttons) all freeze.

I visit the O2 store today but was told that can not assist, as the phone was not bought directly from them.

It was bought online from Mobile.co.uk.

So what is my next step .....

Do I have to phone the supplier and wait for ages or could I call Sony directly

Your statutory rights are with your supplier.

flashg67

If it's still under Sony warranty (do they have 2 year warranty?), and you have proof of purchase, it will likely be quicker to go via Sony, regardless of the original suppliers legal liabilities.
I went direct to LG with mine, and had it back repaired within a week

redux

When I had an issue with a Nokia a few years ago, I was told to take it into the O2 shop and they sent it off. Came back a few days later.

It turned out it was completely blocked, as if reported stolen. Fortunately Nokia advised me I could ask the network responsible (in this case giffgaff, after I reported SIM but not phone lost) to undo it.

JJ_Egan

Be worth trying a factory reset first if you can .
Sony is probably your best bet as under Sale Of Goods Act the vendor may ask you to prove that the fault was inherant or phone should have reasonably lasted longer via an enginners report .

cookie365

All sounds like a badly coded app to me.

aliby21

mobiles.co.uk is part of carphone warehouse, and you can take phones in to CPW for repair. They have some stores that will (attempt) a repair on site, otherwise it is sent of to the 'geek squad' which is the repair outfit. So you could take in to CPW. I have had dire experiences with them for repair to a phone bought from mobiles.co.uk that developed a fault after 3 months, but it is an option.

mobilejunkie

Same here. Sad but free option, but expect to end up with the phone in a worse state than when you take it in.