Faulty mobile phones under contract

[finlay666]

Thanks

The article in question is:
http://news.softpedia.com/news/Sony-...d-100957.shtml

Sony Ericsson NL already made an official statement on the matter, pointing towards the fact that only a small number of devices were affected by this problem. The company also said that it planned on examining the handsets on a case-by-case basis. In addition, the X1 shell or, rarely, the whole smartphone will be replaced, in situations in which the damage does not look as being done on purpose.


According to Sony Ericsson, the problem has been encountered in a small number of handsets. “We only received a relatively small amount.” The manufacturer acknowledges this problem but it will investigate every individual case like a unique one. “When a housing is completely wrecked it is obvious that the owner did something weird. When there are only a few cracks and nothing further then there is a big chance that this is covered by warranty.” When the cracks aren’t very significant, the housing will be replaced. In extreme situations the phone will be replaced” is what Sony Ericsson NL commented.

Interestingly it says being done on purpose. On purpose and accidental damage are very different, and they claimed accidental damage to the device.

[Big Mac]

I had a similar problem with O2 approx 2 years ago regarding a faulty samsung which they said was accidental damage even though it was an internal fault and there was no damage to the handset casing whatsoever. I tried to get them to fix the phone but it was like talking to a brick wall so I claimed on the insurance instead.

Last year I returned a K850i 11 months into my contract with Orange and received a refurbed handset the same week so I think that the network you're on has a lot more bearing than the handset manufacturer.

Good luck trying to get it sorted, I'm sure if you hassle them enough they will cave in but it might take quite a long time based on my experience.

[finlay666]

Email sent tonight, going to print off the email and send it to the complaints team tomorrow with a copy of the website.

It was to be honest, a brutal email (not rude or swearing) just brutally honest, I think I covered everything (not wanting a replacement of the same handset, lying customer services about the known fault, wanting to be paid for bringing the phone to them the 2nd time as they refused to collect at their cost.

Look forward to seeing if they reply

[finlay666]

They called me today

I don't think they appreciate how serious I am about my complaint, I received a call from some low level lackey pointing out the warranty information (which was incorrect) and wouldn't listen or reason (saying if I wanted a new handset I would have to get a new contract.... and continue on the one I am on!)

Sent them another email saying I will not accept calls from them now on the matter, going to call them tonight, mess with their stats (by insisting I wait for a manager to become available) and continue to push for a replacement handset.

The member of staff I spoke to instore today was again (like the previous experience) very polite, helpful and understanding.... shame they can't get staff like that on the phones!

[finlay666]

After calling them last night (around closing time for the lines) and explaining I would wait on the line for a manager to become available (as I was told there were none and that I could expect a call back today.... not likely, never had that when I have been promised one) I had a conversation with the manager about why I have been told a different story from every person I spoke to, she said she would speak to the repair company and get back to me today

She did

I am not collecting the bits for my phone as they are performing a doorstop exchange on the item tomorrow She tried to say it was an oversight by the repair centre when they flashed the firmware on the phone but made it clear the only reason it went in was to have the crack repaired, I never asked for a new firmware on the device.

Persistence and being firm with the resolution I wanted (and realistic in that I wanted a replacement (possibly a refurb) or free repair (instead of £45)) paid off in the end

If the next one does the same.... well I won't be happy

[MadduckUK]

finners - why would the next one NOT do the same? i dont think they changed the manufacturing of it at all through its life?

[finlay666]

finners - why would the next one NOT do the same? i dont think they changed the manufacturing of it at all through its life?

I might get a black one or a later production week

Mine was silver and in the week where they were most likely to be faulty (judging by xda polls and other webistes), between 08w45-08w50

I'm going to try the test that caused the last one (rapid heating/cooldown by downloading via wifi while charging then going outside) and see if it causes it

[MadduckUK]

i know of black ones, actually seen black ones that have done it. but anyway good luck

[finlay666]

i know of black ones, actually seen black ones that have done it. but anyway good luck

I know, but they are apparently less likely to do it... also the black looks better IMO

If it happens it happens, will be pushing for a new (different) phone if it does tbh (3rd time faulty under a year), shame they have nothing good really

[MadduckUK]

I know, but they are apparently less likely to do it... also the black looks better IMO

If it happens it happens, will be pushing for a new (different) phone if it does tbh (3rd time faulty under a year), shame they have nothing good really

i7500 tbh even if just to sell on and buy what you really want with the proceeds, although yeah, shame they aren't doing a milestone yet/at all

[finlay666]

I got another call from o2 today

This time it was from the CEO's office (I included them on the original email)
The lady apologised for the situation, admitted fault and apologised for the service I had received, she said she would also credit my account by the £7.50 in travel costs to give the shop the phone in the first place (as my nearest store is 25 miles away), I should be getting my replacement handset today... but no sign of the courier yet.....