HTC One faulty - My rights?

[Anonymous]

Hi guys,

Just looking for some advice here. Here's the situation.

On the 19th January I picked up an Xperia Z1 on an O2 Refresh tariff. It had to go back to the store a day later because the screen was extremely yellow and was basically faulty. (It worsened as the day went on)

On the 20th I returned to the store and decided to opt for a different handset entirely. This time a HTC One. 

All was well for around a week, until the camera gradually developed a nasty fault.

As you can see here. http://i.imgur.com/GSPSvqG.jpg and http://i.imgur.com/lvoOs3f.jpg

A lot of my pictures have a nasty purple tint in them. Black and white surface to highlight the issue.

I called the store and asked about swapping the handset over again this coming Saturday. (1st February) and by my calculation that is exactly 14 days.

They claim that because I have already had one exchange, the till may not allow them to process another and I would have to contact HTC. Well I did that, and they are offering a refurb, which I have refused. Not having a refurb for a 2 week old phone.

The policy states; "If there’s a fault with your purchase 

In the first 14 days: we’ll either give you a replacement or your money back. You’ll need proof of purchase, all the original parts, any accessories or free gifts and if available, packaging. "

I want to return the handset and cancel the whole thing, I am done with mobile phones for now. Will live without one and everyone who wants to contact me, can send me an email. 

How can the store clearly not understand their own policy? Am I in the wrong here??

[MI5]

I had a horrible feeling this would happen.... Automated system says "no" 😞

[Anonymous]

Hi

Sorry to hear you're still having issues.

I've had similar situation.

Went to the store to exchange my handset, couldn't do that so wanted to cancel my contract and start from scratch.

Surprise, surprise, the computer said NO.

So the shop's manager rang O2 and after 45 mins I was able to cancel my agreement and take new contract out, with a different handset. But at least I was sorted then and there.

If you manage to cancel everything and can afford to buy the handset up front, buy sim free as at least it will be unlocked if you decide to change providers.

Don't think O2 sells sim free so you would have to look elsewhere.

What handset are you interested in?

[Anonymous]

I want to go for the Z1 Compact. 

I loved everything about the Z1 apart from the screen and they have now rectified that. Lovely device, really is.

The thought of being stuck with this HTC One for two years and having to go through 10 day returns to HTC a few times really angers me. 

I even have the email from HTC who want the phone back to give me a refurb.... after two weeks. 😞

Not sure how much more flexible I could be, offering to part with £500 on the spot wasn't enough for the system. 

They just wanted me to take the replacement and bugger off, anything else go to HTC and get a refurb. No thanks. I can understand that a year into a contract though.

[Anonymous]

No stick it out it's your right

[Toby]

Hi Arthus,

Sorry to hear about the problems. Have you tried to talk to customer service again? Feel free to send me a PM and I'll see if I can help.

[Anonymous]

Hi Toby, 

I spoke to them to clarify if there would be an issue yesterday and they said there shouldn't be any problems, so not sure what else customer services can do.

If the store haven't called me back by about 3 or 4pm, I will let you know. 

This needs sorting today really, because the staff I dealt with today will not be in tomorrow and I know exactly how that will play out. "Hmm no sorry, don't know anything about that."

[Anonymous]

Z1 is an amazing handset.

Don't let them push you around, stand your ground and complain to the complaint dept if you have to, I had to complain a lot to have it sorted. It took 5 days but I wasn't giving up, neither should you!

I wish you the best of luck and please update us if you get a call back later today.

[Anonymous]

I don't mean to be paranoid, but I am wondering if they are just stalling me to take it over the 14 days... then they can go "Nope, conversation never happened". 

Once that 14 days ticks over, i'm done for. I only have a day to sort this out really. 

[Anonymous]

Don't go past the 12/13th day !

[Anonymous]

I don't think I would have left the store until it was done myself and then when customers come in say oh don't buy in here they take your money then don't want to know when it doesn't work