Galaxy S4 problems

[Anonymous]

Hi there,

My girlfriend is having severe problems with her new Galaxy S4.

The phone randomly will not accept calls "it has not been possible to connect your call, please try again later" and text messages will not get through to her (even though she can send them).

Then randomly she will receive text messages in the middle of the night that have been sent hours before, some don't ever get through.

We took it back into the store (both o2 and Carphone Warehouse) and a new simcard was given, tried that, was ok for a day or two then stopped working again. Took it back into the store, they handed out a new phone. Same repeated. Went back into the store again, they advised sending it off for "repair" and we are now waiting for it to return.

In the mean time, she is back to using her very old phone Samsung SA800 I think?! and using the same simcard from her S4. We have had absolutely no problems using this phone which makes me obviously think that this is a phone issue.

On a side note, on the exact same day as her, I also bought an S4 and have had absolutely no problems.

I'm completely stumped and therefore any advise or help would be appreciated. Absolutely fuming that after signing up for a new more expensive contract that the phone will not work as it's supposed to and both o2 and Carephone Warehouse keep fobbing us off.

Thanks.

[MI5]

That's the standard response which means "We've no idea what's up with it" and they always "update with the latest firmware" regardless of the fact that it had that firmware on it already......
You'll end up sending it back a few times before someone gets it right - I had to with one of my phones until I kicked up (politely) with CS.....

[Anonymous]

That's exactly my feeling about it. Complete waste of time.

[MI5]

They got there eventually and fixed it but it took a while...... !!

[Anonymous]

Surprise, surprise the phone isn't working again.

First day back at work yesterday for my girlfriend, the phone has been working fine all weekend (3 days) and all day yesterday (4 days total) yet today she goes into work as normal and the phone will not receive calls or text messages so once again we are having to communicate via whatsapp.

So now it's 2 handsets, 2 sim cards, sent away for repair and it still doesn't work.

But according to O2/Samsung there's "nothing wrong with the phone".

[Anonymous]

Hi

Sorry to hear its down again.

Personally I'd have lost faith in the model by now and try to move onto another model. 😞

What do you intend to do ?

[Anonymous]

Abolutely no idea?!

How do we go about changing model? As we have literally just signed the contract. Are we within our rights to do that?

[Anonymous]

You had 7 days cooling off to cancel and have 14 days faulty handset return with O2.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

Speak to the manager of the shop and insist on another model of phone. They may or may not agree due to the issues.

Look here http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Guide-Differance-between-SOGA-and-warranty-exten... as it sounds this comes into play IMO.

[Anonymous]

CPW terms are here http://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view()=c%7B11675630-0cf5-11df-5538-f202030...

[MI5]

Is it only at work that it's not working?

[Anonymous]

Thanks for your help.

02 are now insisting that it goes to them for "repair" now.