Faulty mobile phones under contract

[finlay666]

Just wondering where I stand currently

Got my phone in January, had to send it off around March as the inner (not outer) casing had cracked, due to poor build quality, repair was from manufacturer via retailer and of reasonable quality, however they only fixed one of the cracks, they left a chip in the same area.

Just noticed my phone has cracked again now in the same place, however it is more severe and also in another place. Obviously I'm not too chuffed.

Combined with this the screen has started malfunctioning (coming out of standby half the time the light comes on with no image, have to turn the screen off then on again), the keyboard no longer works properly (some key presses don't register, some register up to 5 repeated presses on one press), and the system has crashed pretty much daily, requiring a hard reset (screen turned off, can't turn on, no lights on device come on, nothing responds/recognised when plugged into pc), it's not out of battery as it is usually between 80-100% battery when it comes back on.

As it has already been repaired once, is it reasonable to suspect it is an inherent fault and push for a replacement handset? I don't want to be without one for long as it is my main means of communication not having a land line of my own and spending most of my time out and about and a week without is a huge limitation.

If I can push for a replacement handset is it unreasonable to ask for a different model (I'm willing to put money towards it, but 2 repairs on a phone in otherwise very good condition (no drops, damage etc) has really put me off getting a like for like replacement, and I believe it is now discontinued. Because of this I would rather have a more reliable handset if possible.

It is a contract phone, 18 month contract, and I did pay extra for the phone in question

I'm aware the mobile company offers a service, but they also provided goods so is it possible to refer on the SOGA on the phone itself?
Thanks

[MadduckUK]

not an xperia x1 is it?

[finlay666]

not an xperia x1 is it?

Yep

Was told to use the update service but its a pile of fail coming from sony ericsson

30 minutes wait to be told it couldnt find my phone

[MadduckUK]

Yep

ooh how did i guess

the cracking is absolutely an inherent fault

[noTHINGface]

I had the exact same situation with an x1 from Vodafone. The crack was fixed by SE and then went to Voda to address a bad flash. The device cracked again and was repaired. Voda wouldn't entertain a replacement. I was offered a Blackberry bold then recinded and only offered repair.

I made a formal complaint and to cut a long story short bought an HTC touch pro 2, unlocked and have not looked back.

Push them for a different handset though I dont think you're entitled since they can keep on repairing it.

The X1 was a good idea executed incredibly poorly. Terrible build quality and the panels interface is crap. Good luck.

[Blastuk]

I contacted Sony Ericsson directly when I had a faulty phone, they sent me an email back

*snip*

We are sorry to hear of the issues that you are having with your Sony Ericsson C902.

From the issues that you have described we would suggest that you send your Sony Ericsson handset to our service location to be examined by our authorised service engineers. The turnaround time for this process is currently on average 3-5 working days, from when the repair centre receives the handset. We offer apologies for any inconvenience this may cause.

Please find the address to send your handset to below:

FREEPOST NATW1026
Kuehne-Nagel Logistics
Unit 2A – Repair Unit 0001
Appletree Road
Chipping Warden
Banbury
OX17 1LL

Place your handset in a Jiffy bag and send it via your Post Office obtaining a Proof of Postage receipt. Please do not send in the battery, back cover or memory card unless they are related to the fault. We also suggest you include a covering letter with your handset which has the following information on:

• Full Name
• Return Address
• Email Address
• IMEI Number
• Fault Description

Please send a copy of your proof of purchase along with the handset in the Jiffy bag, if you do not have a copy of your proof of purchase we will endeavour to validate the handset warranty. Should we not be able to do this we will contact you to supply further information regarding the Proof of Purchase.

Please note that if the damage is not covered by the Sony Ericsson Limited Warranty, there is a fee of £10.00 + VAT to have your product returned should you not accept the estimated costs for repair.

For more information on your Sony Ericsson Limited Warranty please consult your User Guide or visit www.sonyericsson.com/support


Should you require any further assistance, please do not hesitate to contact us again for further help and support.

For more information on our products and services, please feel free to visit our website at www.sonyericsson.com

*snip*

Sony Ericsson Call Centre
mailto:questions.gb@support.sonyericsson.com

I stuck my phone in a jiffy bag with a piece of paper with all my details and brief description of the fault and sent it off to them and got it back roughly 2 weeks later all fixed for free.

Send them an email if your're unsure.

[finlay666]

I contacted Sony Ericsson directly when I had a faulty phone, they sent me an email back



I stuck my phone in a jiffy bag with a piece of paper with all my details and brief description of the fault and sent it off to them and got it back roughly 2 weeks later all fixed for free.

Send them an email if your're unsure.

Well o2 are responsible not Sony Ericsson as they are the retailer.

2 weeks is too long to have to put up without my primary means of communication, especially when O2 don't exactly 'do' compensation for putting me out until I get it back

[mycarsavw]

In my experience with o2 it's three repairs and then a new handset.

However the last time I had to do this was 3 phones ago (2006?).

[finlay666]

In my experience with o2 it's three repairs and then a new handset.

However the last time I had to do this was 3 phones ago (2006?).

Just got back from the shop (20+ mile drive each way)
Sent away for repair after a faff on with trying to find out if it's in warranty, they said it will take up to 10 working days, offered me a temp phone for a £25 deposit, but I can use a different one

If it's the same fault within 30 days it's a refurb (the guy didn't want to say it but it clearly is as he described it) replacement, again within 30 days on the refurb and it's a new phone, apparently the same model.... I think they might have some issues with that seeing as they no longer stock it and it's EOL/discontinued so will be asking if I can pay an amount to get a different handset as I think it's reasonable to assume the phone will do the same again.

It's not like it's a difficult fault to reproduce , leave wifi on and download very large file from internet (while charging) to get the phone nice and hot then take outside to cool off and it will probably crack.... again

Do o2 stock refurb iPhones? I wonder if it's worth asking to pay the extra seeing as I am on a high contract and I'm sure they will appreciate getting rid of one of the lower end models that isn't 'new' per se

[finlay666]

They called this morning

They want £45 to fix the fault (notice FAULT, not faults, fault singular....), apparently their team don't 'do' free repairs

I told them how I felt about the situation, that I reject the charge and will take it up with their customer service as it's clearly a phone fault (why it broke the same way 3 months into ownership) and they said if I want it repaired for free I have to get an independent analysis on it or send it to Sony Ericsson myself (undermining my rights)

Really pissed off, been without it 2 weeks now, and goodness knows how much longer without a phone I paid for which I would be using every day.

[666moe666]

I feel the pretty much the same way about my K850i.

It kept crashing and jamming and it has been sent back numerous times, I didn't even get a replacement phone the first time as they stated they didn't have any, even though I paid for insurance which I thought would include a replacement phone as standard. The second time i get told i need to pay £25 deposit, to put up with the horrible replacement phone for a week.

[finlay666]

For a replacement I am using my mums old phone, she has my previous contract phone but the nokia works which is what matters.

They offered me one for £25 deposit.... but I'm not interested in them finding a way to get more money out of me!

[666moe666]

Yeah, I didn't have a working replacement so I had to go without one the first time I sent it off for a week. If I had to put down £25 on the phone(not that it was even worth that much), why did I have to pay for insurance?

[mercyground]

http://www.adviceguide.org.uk/

Citizens Advice's guide for advice on all sorts of issues.

I personally would write a formal letter of complaint and detail the issues and also put in research about cracking issues with the phones. Go for a replacement/trade for another phone.

If they piss you about. Escalate it and add compensation into the claim. Follow the guides on the site about times to take etc. State your deadlines in the letter. (30days normally)

If no joy you can try trading standards for faulty goods. Its long process and doesnt always work but if enough evidance inherant fault they can help pressure O2.

I rate O2 somewhere around NPower for customer satisfaction. (Its less painfull to self flagulate with barbed hooks in a salt and vinigar bath... and infinatly less frustrating.) Hate both of them and wont touch either of them.

[finlay666]

http://www.which.co.uk/advice/dealin...ters/index.jsp

I'll be sending one of those. Is there much else I need to do in terms of complaining about the service and not repairing after claiming it's accidental damage which it is not?

I think I'm between a rock and a hard place for getting a 3rd party to look at it to be honest as the O2 service centre is qualified, and Sony Ericsson fully support their comments. They agreed to inspect it at my cost, however I can't really take it to another place as they aren't qualified so it will void the warranty.

I feel that fair wear and tear should be withstood by a phone expected to last a reasonable length of time, it only lasted 3 months before the first time this occurred. I have also been without the phone for over 2 weeks now and it has just come back from the repair centre.

I have found an article on Softpedia stating that Sony Ericsson recognise it as a fault. As I have been adamantly told by o2 that it isn't is there much else I can say to strengthen my case? It went back with the same fault (the one that SE recognise) within 3 months so I would assume that it was faulty at the time of sale, and that as it happened again the repair was not of satisfactory quality. I am concerned I will just be fobbed off however as they seem to ignore complaints

[666moe666]

Be interesting to see if you have an success