Trapped with a Tesco faulty phone

Steptoe_rides_again

Hi all
We have been with Tesco mobile for 6 years and currently have 3 contracts with them. We recently bought our son an Iphone SE however 2 months into the contract the screen started to go funny colours then a few days later went blank altogether.

I contacted Tesco and duly sent the phone in for repair and that's when the fun started.. The phone is in almost pristine condition except for a very minor chip on the home button. The screen and case are all in perfect condition.

Tesco have refused to repair and voided the warranty due to the chip in the button!!

I spoke to them on numerous occasions and found that they DONT repair Iphones at all they simply swap them out but ONLY if they are in perfect condition because that is the agreement they have with Apple. The replacement phone would be an approved used phone supplied by Apple

I raised the point that their website clearly states they will repair or replace the phone within 24 months (with a disclaimer about damage)

My point to them has been the chip in the button happened almost two months ago and was caused by something getting trapped between the button and the armoured phone case he had fitted. They haven't looked inside the phone they haven't done any tests they have simply visually inspected the phone and refused the repair because it falls outside the criteria for replacement under the commercial agreement they have with Apple

I spoke to Apple whom have said they will inspect and report on the phone but if the repair is chargeable its likely cost will be higher than buying a replacement phone.

So looking for advice as to where to go from here because from my point of view we thought if the phone went faulty within the warranty period Tesco should attempt the repair and if the fault was found to be caused by user damage then I should be quoted for the repair and the warranty would remain intact. As it stands they only quote £230 for a replacement used phone, to me that's unfair because the repair could be considerably less.

pmduk

Apple might decide it's repairable under their warranty? I wouldn't hold my breath though, whatever was trapped between the phone and the case seems to have damaged the screen or it's sensors. Best to claim on your insurance.

elsien

Is there a charge for Apple inspecting? Couid you not ask them to look before deciding whether any repair is viable and whose responsibility it is?

pmduk

I know now - Apple nearly always say it's someone else's responsibility.

BarGin

I had a similar problem with an O2 iphone warranty. In the end O2 gave me 50% of the repair cost (£50). I then took the phone to an Apple shop who immediately swapped it for a "new" refurb.

Steptoe_rides_again

Well this is still rumbling on, the customer concerns team say the fault may not be caused by the damage and then send me a cutting from the repair T&C's stating that IF the fault is caused by damage they will cancel the warranty.
They are contradicting their own T&C's also the T&C's are not on the website like they claim. There is a repair procedure online which says if there's damage this will have to be paid for first before they do anything else but they don't repair Apple phones so effectively that statement is totally misleading.

Every time I catch them out either in a lie or something that's wrong they simply say "we have to follow Apple's policy" It is so annoying I have wrote to the chief exec's office

pmduk

Unfortunately, Apple have a stranglehold on the industry, it's something to remember when buying a new handset.

its_all_over

pmduk wrote: »

Unfortunately, Apple have a stranglehold on the industry, it's something to remember when buying a new handset.

Hi pmduk, which mobile phone manufacturer are you aware of that still offers free warranty repairs to phones with physical damage?

pmduk

None I'm aware of at the moment, but I'm always wary of saying none exist. Kazam used to offer to replace broken displays, but they no longer trade.