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  • FIRST POST
    • Steptoe rides again
    • By Steptoe rides again 13th Oct 18, 11:59 AM
    • 1Posts
    • 0Thanks
    Steptoe rides again
    Trapped with a Tesco faulty phone
    • #1
    • 13th Oct 18, 11:59 AM
    Trapped with a Tesco faulty phone 13th Oct 18 at 11:59 AM
    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.
Page 1
    • pmduk
    • By pmduk 13th Oct 18, 3:08 PM
    • 9,181 Posts
    • 6,878 Thanks
    pmduk
    • #2
    • 13th Oct 18, 3:08 PM
    • #2
    • 13th Oct 18, 3:08 PM
    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
    • By elsien 13th Oct 18, 3:11 PM
    • 17,408 Posts
    • 43,905 Thanks
    elsien
    • #3
    • 13th Oct 18, 3:11 PM
    • #3
    • 13th Oct 18, 3:11 PM
    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?
    All shall be well, and all shall be well, and all manner of things shall be well.

    Pedant alert - it's could have, not could of.
    • pmduk
    • By pmduk 14th Oct 18, 11:24 AM
    • 9,181 Posts
    • 6,878 Thanks
    pmduk
    • #4
    • 14th Oct 18, 11:24 AM
    • #4
    • 14th Oct 18, 11:24 AM
    I know now - Apple nearly always say it's someone else's responsibility.
    • BarGin
    • By BarGin 14th Oct 18, 5:08 PM
    • 803 Posts
    • 117 Thanks
    BarGin
    • #5
    • 14th Oct 18, 5:08 PM
    • #5
    • 14th Oct 18, 5:08 PM
    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.
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