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Faulty phones and company policy |
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#1 |
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Forum Member
Join Date: Sep 2004
Posts: 2,145
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Faulty phones and company policy
Does anyone else feel that mobile companies have you pretty much over a barrell and common sense doesn't seem to exist??
In October I bought a Blackberry Curve on 02 for my daughter for Christmas. It wasn't touched until the week before Christmas, when I set it all up and put credit on it etc. 7 weeks later the trackpad started playing up, within a week it went from an intermittent problem to not working at all, and without the trackpad working, the phone is unusable. So I contacted 02 who told me to return it and they'd either fix it or give me a reconditioned one as a replacement. This is where my issue starts, the phone had only had 7 weeks of use, but I could end up with a second hand handset much older than the one I'd paid £150 for. Because I'd bought it in October then even if it hadn't worked out of the box on Christmas day, I'd have already been outside the 28 days to be able to get a refund or new replacement. So it seems that if you buy a mobile as a christmas gift, you need to buy it on Christmas eve to stand any chance of making use of the 28 days if you need to. Anyway, they sent (quite quickly, in their defence) a replacement recon handset after not being able to repair the original. Within 40 minutes of turning it on, the trackpad stopped working. Different phone, exactly the same problem. So again I phoned 02 but all I can do is the same again, return it for repair or replacement . I've read about people sending their phone off up to 5 times with this problem, and there's absolutely nothing 02 will do about it, outside their 'policy'. Things like this put me off ever going near 02 again. In my view, good customer service would perhaps offer to change the handset to a different make (as the trackpad is a known issue) and do what they can to help the customer, in a fair way, and then I'd praise 02 from the rooftops and recommend them to everyone I know. But the prospect of sending handsets back on a monthly basis for the next god knows how long makes me really angry!!!! I've had to buy a basic handset so my daughter has a phone, she is diabetic and I need the peace of mind that comes with knowing she is contactable at all times, and she can contact me at all times, so I just see a future of swapping between phones each time the Blackberry stops working.
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#2 |
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Forum Member
Join Date: Nov 2010
Posts: 376
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To be fair, reconditioned doesn't mean second hand in the way most people think it does. A reconditioned handset is sent back to the manufacturer, completely reflashed, and any hardware faults from broken trackpads to minor scuffs on the shell fixed. When returned to the network, the reconditioned phone is completely indistinguishable from a brand new one. So I don't think getting angry about that is really wise.
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#3 |
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Inactive Member
Join Date: Jan 2003
Posts: 43,524
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your screwed basically.
in no other sector do they do this. imagine if your toaster stopped working and they gave you a reconditioned one. |
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#4 |
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Forum Member
Join Date: Apr 2006
Posts: 1,106
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i have a similar problem with 3mobile. i have had the phone since end of October, it has died on me and 3 are saying it is the circuit board and must have been crushed or dropped (it has not) they are basically refusing to give me a replacement, surely they should claim it back from Sony Erricson, its a Xperia Mini btw. i am on a contract and feel totally screwed over. surely statutory rights have you covered for a year. All that will happen is people will "lose " their phone and more dodgy insurance claims will get made as all this is not worth the hassle
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