topic Re: Problem with mobiles.co.uk in Discussions & Feedback

Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:00:09 GMT

I took out a 24 month contract with Mobiles.co.uk in January 2014, Im now on my 3rd Lumia 1020, the previous 2 both had the same problem, the camera failing and getting extremely hot, the one I'm using at the moment has started getting really hot so I put it on my windowsil to cool down, I went to the toilet and when I came back our cat was sat on the windowsil but my phone wasnt, I looked out of the window and saw it on the floor, I immediately panicked and went and got my phone, went back upstairs and had a look at it, the only damage to it was a couple of scuff marks on the casing and the bottom left of the screen is starting to pop out, I got onto mobiles.co.uk straight away but their live chat was down so I spoke to a really nice guy called Rick and explained to him what had happened, he told me I should take it into the carphone warehouse, so I did, the guy behind the counter was really rude as I showed him the printout of the chat with Rick and he said "doesnt make any difference to me"

He also said he could send the phone away to be repaired but they would only repair it if the screen was smashed and they wouldnt if it wasnt smashed.

I got back onto mobiles.co.uk and spoke to David and told him about the guy in the carphone warehouse and he said I am sorry about the troubles you have had and seems like you have had contradictory information. If your handset is faulty (especially overheating) then you do in fact need to visit Carphone Warehouse. If they are telling you to come to us, then you need to ask them to call us so we can explain to them about the repair period, I asked for a manager callback, he took my number and said a manager would call me back within 2 hours, I never got a call back

Ive told mobiles.co.uk that Im not happy as this is the 3rd Lumia 1020 Ive had, all with the same problem

Can someone please help me and advise where I stand with regards to this

Thanks

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:08:19 GMT

Hi

Some Carphone warehouses have Nokia care centres in them which is probably why you were directed there.

Accidental damage is not covered in the standard warranty.

They will look at the damage and assess wether to charge you or not.

Check any home contents insurance or bank account as some offer cover with an excess to pay for accidental damage.

If your stating ref the overheating issue then possibly raise an official complaint to Nokia or mobiles.co.uk for resolution. They will take into account any aesthetic damage tho.

Edit to add link http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Guide-Differance-between-SOGA-and-warranty-extended-warranty/m-p/599174

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:16:29 GMT

What do you mean by this?

If your stating ref the overheating issue then possibly raise an official complaint to Nokia or mobiles.co.uk for resolution. They will take into account any aesthetic damage tho.

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:18:03 GMT

So the fact that this is the 3rd phone Ive had, with the same fault makes no difference at all?

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:19:20 GMT

Sorry.

If your saying the phone is faulty ref it overheating and camera fail, then you'd have to go through the companies involved in order to seek a replacement.

Although as they'll probably ask for the handset to be sent to them they will take into account the damage caused by the fall and may blame the current issues on that fall.

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:20:42 GMT

This is really starting to wind me up, mobiles.co.uk and CPW are as helpful as a knitted condom 😞

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:21:09 GMT

djrandella said "So the fact that this is the 3rd phone Ive had, with the same fault makes no difference at all?"

They'll know your history with previous handsets , yes , but will look at the damage caused by the accidental damage caused by the fall.

Re: Problem with mobiles.co.uk

Bambino — Sat, 09 Aug 2014 18:21:53 GMT

Mobiles.co.uk is owned by Carphone Warehouse. That's why you were directed there by them. Whatever problem you're having has nothing to do with O2. If you're using an O2 sim in the phone, which is why I presume you've posted here, O2's only obligation to you is to provide the air time. You're wasting your efforts here. You need to deal with Mobiles.co.uk or Carphone Warehouse. No one here can give you any advice of any validity.

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:22:57 GMT

"This is really starting to wind me up, mobiles.co.uk and CPW are as helpful as a knitted condom :-("

Your avenue should be with where you bought it.

Some CPW just have registered Nokia Care Centres in them to help.

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:23:41 GMT

The contract is with O2, hence why I posted on here, just looking for some help and advice thats all

Re: Problem with mobiles.co.uk

Bambino — Sat, 09 Aug 2014 18:26:19 GMT

O2 didn't sell you the phone. Mobiles.co.uk did. O2 aren't responsible for a phone you bought from a third party.

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:27:41 GMT

"The contract is with O2, hence why I posted on here, just looking for some help and advice thats all"

Happy to try and help nether less.

Re: Problem with mobiles.co.uk

Bambino — Sat, 09 Aug 2014 18:32:59 GMT

@Anonymous wrote:

Happy to try and help nether less.

I believe that in English the phrase is 'nevertheless', but let's not split hairs.

The OP is wasting his time posting here. No one can resolve the issue for him here. It's a Mobiles.co.uk/Carphone Warehouse problem.

Re: Problem with mobiles.co.uk

MI5 — Sat, 09 Aug 2014 18:38:05 GMT

My advice would be to claim off your insurance.
You'll be lucky to get anyone to believe the damage from falling hasn't caused further issues with the phone I'm afraid.

Re: Problem with mobiles.co.uk

Bambino — Sat, 09 Aug 2014 18:51:26 GMT

That's presuming the OP has insurance, which from the first post doesn't sound likely. The OP may have seen something in this forum about O2's three returns policy, which is possibly why he posted here, but unfortunately it wouldn't apply to him, as he didn't buy the phone from O2.

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 18:53:01 GMT

As bambino says O2 didn't sell you the phone your gripe is with the seller not O2

Re: Problem with mobiles.co.uk

MI5 — Sat, 09 Aug 2014 18:56:06 GMT

@Bambino wrote:
That's presuming the OP has insurance, which from the first post doesn't sound likely.

If not they need to go buy a replacement.

Either way I can't see this getting fixed under warranty unfortunately.

Re: Problem with mobiles.co.uk

Anonymous — Sat, 09 Aug 2014 21:06:50 GMT

Let us know how you get on with this.

Good luck.

Re: Problem with mobiles.co.uk

Cleoriff — Sun, 10 Aug 2014 08:03:48 GMT

Could I just say how great it is to see @Bambino back yesterday, giving advice in his usual straightforward way.

I really miss his expertise on here. ....:

Re: Problem with mobiles.co.uk

jonsie — Sun, 10 Aug 2014 10:43:28 GMT

Love his no-nonsense approach and comments too. Shame he has been driven away....