do i have rights or are they fobbing me off????

ashley_seddon

Im not sure what my rights are exactly so im hoping i shall get some answers today!!

I had no problems with my phone up until February this year. The screen on my phone was changing colours and flashing on and off and sometimes lost the picture all together but I could still make and receive calls and texts. I couldn’t use the phone because eventually the screen went entirely blank and I could not see letters or numbers that were pressed. I contacted Orange customer services who swiftly arranged for a replacement handset to be delivered the following day. It was, and again I had no problems until earlier this month. My phone started freezing when writing a text message and stayed like this for about ten seconds then went completely blank with a “please wait” message at the top of the screen before going back to the home screen. Every time I tried texting it did this. I rang customer services again and reported this fault and the woman firstly went through some procedures, of resetting my phone to factory settings etc which did not help. She then said she would send an email to diagnostics and report the fault and when they got back in touch she would ring me and put a note on my account so that if she was unavailable someone else could ring me back.
I was under the impression she would contact me back in the next few days but I contacted customer services after hearing no response after seven days. I was told it was a common fault with the phone and unfortunately I cannot have a replacement as this would probably do the same thing. However I could still text using non predictive text. The woman told me that Samsung have been made aware of the fault and that once a resolution has been found I would be contacted but she could not guarantee when this would be.

Do i have any rights with having my phone replaced or at least ending my contract if there not providing a full and satisfactory service?

Im really helpless and if i knew i was in the right i can then be more confident speaking to them on the phone and blasting their ears off over the weekend!!

Thanks!!!

Quentin

You are entitled to a product which is working as it was when you bought it, assuming it's still under warranty.

You might get it fixed quicker by short cutting direct to the manufacturer's service agent, rather than battle with orange.

agsnu

As Quentin says, you will have a manufacturers warranty with Samsung (12 months if purchased before 1 May 2006, 24 months if purchased after).

See http://www.samsung.com/uk/support/warrantyinformation/warrantyInformation.do

Allan87

Is this a Samsung U600 by any chance? Have two of these in the house and both screens have coincidently done the same, flashing/changing colours etc. Went to T-Mobile and they tried to charge £60 to repair one!

nlwsaint

I've had the same problem with my 6 month old U600. It's been in for repair with T-Mobile for the last 18 days. Got a text from them yesterday to say it was ready for collection so went to the shop to collect it. I asked them what the problem had been & they told me they didn't know but it had had a software update & it should be fine now. I left the store & walked about 200 yards & thought I'd text my daughter ( I never use predictive text). The exact same problem occured. The screen froze then everything went black on it & the only way to rectify it was to switch it off & then back on again. I immediately returned to the store & informed them what had happened & they said they would have to return it again. So, that's another 2+ weeks without my phone. They have let me have the use of a loan phone but it's so basic (motorola C120) that for the last 18 days I have hardly used it as it's just awful. There is no handsfree with it, no bluetooth & texting takes forever. I'm so annoyed as it's a contract phone & I'm tied into a 18 month contract so can't upgrade for another 12 months. Am I within my rights to ask for an alternative handset as it's not fit for the purpose it's intended for?