Contract phone repaired FOUR times and come back faulty?

DNZ711 · 21-02-2012, 21:04

Hello everyone,

I have a Motorola Defy which, when launched seemed a fantastic phone that promised ruggidness and reliability...

The truth could not have been more wrong. I have had this phone since November 2010 and it has been sent for repairs four times!
The first failure (18/12/10) was that the earpiece failed (a market-wide issue that affected most handsets), i accepted this as the device was new.
The ear piece then failed again (31/01/11) after only a few days so off the phone goes for repair...
T-mobile replaced the handset for a newer device (a model with the red lens camera module rather than the green lens camera module with the ear-piece faults).
A month later the handset was returned (04/03/11), and the phone comes back with lots of dust under the screen, so it got repaired again.

I had the phone for 11 months of slow buggy usage and the backlight on the screen and buttons failed so I sent the device off again (10/02/12).
I picked it up today and the bloody thing didnt turn on, naturally I thought it needed charging but when it did come on later this evening, the charger would short the battery out when inserted and the device would turn off (even if the charger was not plugged in)!!
So it is going back AGAIN tomorrow!!

I am fed up because out of 16 months, I have only had the handset for almost a year. I know three people who have had this phone and it has failed at least once for all of them.

Is it Morotola or the repair center who are at fault? I think the service center are to blame for the the dust under the screen and the faulty battery, do they not
have Quality Control??

I am currently in the process of contacting Motorola and SBE LTD (the repairer).

T-mobile said they might offer me some compensation in the form of credit on my bill, but is this acceptable and how far should I take the situation?

The phone was also on watchdog for its structural weakness when dropped. See this link

In my opinion, this phone DEFY's working!

Any advice would be appreciated! Thanks

LTT · 22-02-2012, 00:44

I feel for you. About 6 years ago I had a Siemens SX1, one of the first 'smart' phones. I had sent it away three times over the course of just over a year, got repairs, replacements etc. They also took their time repairing, didn't respond to queries etc.

I was so fed up in the end I wrote a letter to Siemens basically stating everything - dates, reasons for repairs, when the phone was given back from repairs etc. I think I pretty much told them that if they didn't get back to me within x weeks I would consider taking it down the legal route, because as far as I was concerned they had sold me a dodgy product. I also said I would never buy any of their products again.

In the end they refunded me around £120, the wholesale price of the phone. It had cost about £190 a year before so I was happy with £120 to get rid of the thing! To this day I still haven't bought another Siemens product.

My advice would be to make sure you get something and don't give up. You're not chancing your arm - you were sold a product you expected to work and to me something breaking 4 times is a joke. It hints there is something inherently wrong with the model rather than you being unlucky.

DNZ711 · 22-02-2012, 13:03

Hi LTT, thanks for that info. I believe I will try and take it as far as I can as this is unacceptable for a product that boasts so much!

paulbrock · 22-02-2012, 15:17

Quote:

Originally Posted by LTT

I feel for you. About 6 years ago I had a Siemens SX1, one of the first 'smart' phones.

I loved that phone, still got mine

silly, but original design.

21-02-2012, 21:04	#1
DNZ711 Guest Join Date: May 2001 Posts: 721	Contract phone repaired FOUR times and come back faulty? Hello everyone, I have a Motorola Defy which, when launched seemed a fantastic phone that promised ruggidness and reliability... The truth could not have been more wrong. I have had this phone since November 2010 and it has been sent for repairs four times! The first failure (18/12/10) was that the earpiece failed (a market-wide issue that affected most handsets), i accepted this as the device was new. The ear piece then failed again (31/01/11) after only a few days so off the phone goes for repair... T-mobile replaced the handset for a newer device (a model with the red lens camera module rather than the green lens camera module with the ear-piece faults). A month later the handset was returned (04/03/11), and the phone comes back with lots of dust under the screen, so it got repaired again. I had the phone for 11 months of slow buggy usage and the backlight on the screen and buttons failed so I sent the device off again (10/02/12). I picked it up today and the bloody thing didnt turn on, naturally I thought it needed charging but when it did come on later this evening, the charger would short the battery out when inserted and the device would turn off (even if the charger was not plugged in)!! So it is going back AGAIN tomorrow!! I am fed up because out of 16 months, I have only had the handset for almost a year. I know three people who have had this phone and it has failed at least once for all of them. Is it Morotola or the repair center who are at fault? I think the service center are to blame for the the dust under the screen and the faulty battery, do they not have Quality Control?? I am currently in the process of contacting Motorola and SBE LTD (the repairer). T-mobile said they might offer me some compensation in the form of credit on my bill, but is this acceptable and how far should I take the situation? The phone was also on watchdog for its structural weakness when dropped. See this link In my opinion, this phone DEFY's working! Any advice would be appreciated! Thanks

22-02-2012, 00:44	#2
LTT Forum Member Join Date: Jun 2002 Posts: 1,295	I feel for you. About 6 years ago I had a Siemens SX1, one of the first 'smart' phones. I had sent it away three times over the course of just over a year, got repairs, replacements etc. They also took their time repairing, didn't respond to queries etc. I was so fed up in the end I wrote a letter to Siemens basically stating everything - dates, reasons for repairs, when the phone was given back from repairs etc. I think I pretty much told them that if they didn't get back to me within x weeks I would consider taking it down the legal route, because as far as I was concerned they had sold me a dodgy product. I also said I would never buy any of their products again. In the end they refunded me around £120, the wholesale price of the phone. It had cost about £190 a year before so I was happy with £120 to get rid of the thing! To this day I still haven't bought another Siemens product. My advice would be to make sure you get something and don't give up. You're not chancing your arm - you were sold a product you expected to work and to me something breaking 4 times is a joke. It hints there is something inherently wrong with the model rather than you being unlucky.

22-02-2012, 13:03	#3
DNZ711 Guest Join Date: May 2001 Posts: 721	Hi LTT, thanks for that info. I believe I will try and take it as far as I can as this is unacceptable for a product that boasts so much!

22-02-2012, 15:17	#4
paulbrock Forum Member Join Date: Apr 2002 Location: Wapping, London Posts: 16,222	Quote: Originally Posted by LTT I feel for you. About 6 years ago I had a Siemens SX1, one of the first 'smart' phones. I loved that phone, still got mine silly, but original design.

DS Forums

Contract phone repaired FOUR times and come back faulty?