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T-mobile faulty phone - customer service advice?!
AlexBookPro
06-03-2008
Hey.

I have a Sony Ericsson K810i. I've always had a few small problems with it (often it will sporadically delete my photos), but lately the buttons and joystick have just stopped working. They work when you've turned the phone on and off a few times but that's not the point. If I was in an emergency situation and I couldn't dial 999 because my phone was being crap, I'd be a bit annoyed (and maybe dead!)

So, I called the Customer Service twice today and all they said was to send it off for repair, which takes 2 weeks. I don't have the time or inclination to be without a phone (or with a crappy old phone) for 2 weeks. My partner is also with T-mobile and has received free replacements a few times, for lesser problems than mine!

Does anyone have advice on how to get a replacement phone? I've tried the nice route and I've tried the angry 'maybe I should leave T-mobile and see what other providers could offer me' route! Is there a technique? Or am I just going to have to send it away for repairs?

I've had the phone since September so it is under warranty. I thought this meant I could get a new phone if mine was faulty.

Any advice would be really appreciated!

- Gem
stevej26uk
06-03-2008
I'm with t-mobile and had similar discussions with them, within the first 28 days they simply exchange the handset after that unless you have insurance you have to send it away for warranty repair, it takes 2 weeks, but they replaced my broken mda touch with a brand spanking new one, so I would say send it away yes its a pain waiting 2 weeks but thats the policy im afraid.

Within the first 28 days they are great i exchanged my handset 3 times because Im quite fussy and wasnt happy until the 3rd handset.

My advice would be send it away and you might end up with a new handset or a replaced one.
AlexBookPro
06-03-2008
Boo
I was hoping there'd be a magic word or phrase I could use to make them obey my commands for a new phone!
stevej26uk
06-03-2008
im afraid not been there tried that, but as i said all credit to the repair service it was quicker than 2 weeks and got a replacement handset. Just make sure they dont try to blame it on water damage!
marling
07-03-2008
I went to a T Mobile shop today with my OH as her phone was playing up. They first of all said it might not be under warranty still as the phone is 12 months into an 18 month contract (strange - I would have thought the warranty covered the whole 18 months?). They did in the end agree to send the phone for repairs and handed over a very crappy Motorola as a temp replacement. There was no arguing - it was the Motorola or nothing (I have loaned my OH another Nokia I had as the Motorola was a no-no!).

Both our T Mobile contracts are up in July and that is the time we will 'make demands'!
skimminstones
07-03-2008
The reason we give the motorola phone as a replacement is because far too many people never returned the other ones we used to give out. It cost the company a fortune. Plus it was decided to only give loan phones out that didnt have cameras on them as their was the odd occasion when someones child would take loads of pics of themselves and leave them on the phone. Usually all the loan phones are reset to factory settings when returned but sometimes some will slip the net. Leaving pictures of someones child on a phone now being given to someone else.

not ideal and certainly not that often but better to be safe than sorry.

As for the faulty phone. As someone else said within 28 days exchanging it isnt a problem. After that the shop will send it for repair. Customer services always quote 2 weeks to basically cover their backsides but the majority of the time, (not all of the time), the phone is back within 7-10 days.
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