will i ever see my phone again

[Anonymous]

i've had my htc one for three weeks, i arranged via the chat function for the phone to be repaired due to a problem with the camera. and i posted it monday, and royal mail said it was delivered on tuesday morning at 8.47.

The tracking info has still not been updated, i phoned o2 to see if they had recieved the phone as i was originally quoted four days for repair.

i was told that they weren't sure if they had received it, buy if royal mail said they delivered it, it must be there somewhere and they estimate two weeks for a repair!

my real question is... does this seem normal or am i being fobbed off and the customer support person said with the fault i had described i would most likely be sent a replacement phone, but they still need to check the phone i sent back first... if they do send me a replacement will it be a new phone or a refurbished one?

your thoughts?

[Anonymous · Accepted solution]

Give it the two weeks you have been quoted.

It's possible a replacement handset is a mint refurbished one.

[Anonymous]

You've only had it three weeks so you should get a brand new replacement I wouldn't accept a repair on a 3 week old phone

[Anonymous]

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@Anonymous wrote:
You've only had it three weeks so you should get a brand new replacement I wouldn't accept a repair on a 3 week old phone

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Unfortunately the law states that a seller has to be given a chance to repair faulty goods before they give you a new one.

But I'm with you, I'd much rather have a new phone since it should work flawlessly out of the box

[Anonymous]

I don't know where you got that from but that's not the law you have the right to a refund or a repair it is at your choice not o2s especially within the first six months and as this is only 3 weeks old I wouldn't have sent it for repair

[Anonymous]

You are indeed correct, I dont know why that was reciding in my old brain, but theres somethign in there about allowing 3 attempts at a repair before a replacement must be given. I dont know what that relates to though

Anyhoo, as you quite correctly stated, the law in fact says that "any item you buy from a trader must be:

• of satisfactory quality
• fit for purpose
• match any description given.

If it isn’t, you can usually get one of the following:

• a repair
• a replacement
• your money back (a refund)
• some of your money back."

You can ask the retailer to do any, but it can normally choose to do whichever would be cheapest.

Unfortunately for something as expensive as a mobile phone, most retailers would probably decided that a repair is the cheapest option and so opt for that rather than hand over a new phone. They will have set procedures and policies in place and sadly the shop staff probably dont know what the law actually says (hey, I didnt get it right and had to look it up hahaha).

But you're right Damien, I think if I had a hardware fault on a 3 week old phone I'd be asking for a new one

[Anonymous]

Why didnt you contact HTC directly yourself?

You would most likely find the manufacturer would of swopped the phone for a replacement.

[Anonymous]

Honestly i don't know why I went to o2 first... It just seemed like the obvious place to start with it being so new.

I assumed i would get a new phone straight away, but i got the 'It's over 14 days' speech.  Seeing as this phone needs to last me two years i'm off to a rocky start.

I'm waiting now to hear what the next step is.  I don't want a refurbished phone, in my head that means 'second hand' and i'm paying for a new phone.  In fact i haven't payed my first bill yet!

I phoned them today as i have been having problems trying to track the repair, I asked if i could just cancel the whole thing and forget it as i was getting seriously fed up and they said i could cancel but i'd have to pay the price of the phone.  So they have me over a barrel... I guess i just wait and see what they send as i don't think i'll get much of a say. 

[Anonymous]

Mate it's an all too common occurs nice with Network shops. Walk in with an issue, it's batten the hatches down time and run for T&C !

One of the many reasons I continue to choose iPhones ! Make an appointment At a Genius Bar ,and walk out with a repaired or new phone if its a recent model or refurbished / mint replacement if the model has been out a good while.

Refurbished is the 100% working guts of the iPhone with a new casing. If your out of warranty they then offer the same replacement for around £150.

Until recently my nearest Apple Store was an hour & half train journey each way, and I would always choose that route ,than let the network shop have my phone, which is a 20 min bus journey !

[Anonymous]

I've never had a phone breakdown on me before, I realise now that I've done the wrong thing... The thing is, if buy a tv from curries and it breaks down after three weeks, you take it back to the shop and get a replacement. No hassle, no problem. i sort of expected the same with my phone, you know what i mean... anyway, You live and learn. Had a couple of blackberrys before the htc and they were tough as old boots. The tracking number has finally started to work, so hopefully I'll know a bit more soon. Cheers.