consumer rights regarding faulty phone

[Anonymous]

hello about 2 months ago I bought a samsung galaxy s4 on contract through an o2 store.

One of the features I got it for was the ability to connect the phone to the tv and watch movies/ netflix etc on the tv.

However my phone is not able to do this for some unknown reason it doesn't work.

I have taken it into the store and it has been sent off for repair and "fixed" however it is still not working. I have tried it on 3 different tvs (One of them a samsung also) 3 different MHL adapters (One of them also samsung) and 3 different hdmi cables with no luck.

Having spoken to the manager in the store he mentioned his samsung s4 does also not do this and it is either a common fault or the phone is incapable of doing this.

My issue is surely if it is a common fault then surely they should A) repair it (Which they have been unable to do or B) replace it.

If the phone is unable to do this why does samsung state on the website it can and sell accessories to do so. Further more there are countless youtube videos of people doing so

The manager has refused to change the phone or do anything to resolve this issue as i have had the phone longer than 7 days and when I have contacted o2 customer services they just refer me back to the store

What can I do???

Your advice and experience is greatly appreciated

[Anonymous · Accepted solution]

Good Evening,

Have o2 confimed their is a fault with the phone as typically they normally swap out the phone after 3 attemps at trying to repair it.

Is the phone on the newest firmware so its up to date with the newest specs.

You could speak to Samsung Support about this feature and the option for them to look at your phone under its warranty.

http://www.samsung.com/uk/#latest-home

If you want to esculate this with o2 then here is the compplaint online form

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28Rel...

[perksie]

Have you checked around for possible solutions for this, some suggestions here:

http://forums.androidcentral.com/verizon-samsung-galaxy-s4/293386-samsung-galaxy-s4-connecting-tv.ht...

[Anonymous]

Im assuming its  the phone seeing as  ive tried it on 3 different tvs, 3 different hml adapters and 3 different hdmi wires. I dont see how it could not be the phone.

yes the phone has also been updated to the latest firmware and ive already searched the internet for a solution and cant find anything that will help me. 

o2 sent it to samsung to repair it already... Ive personally been in contact with samsung before it being sent away for repair. they said samsung products only work with samsung tvs (Complete rubbish as there are again youtube videos of people using the s4 with non samsung branded tvs) Ive also disproven this as I tried my phone on a samsung tv and it still did not work

Thank you for the link to the complaints i will try this first as I was going to try trading standards or citizens advice as im sure i must have some rights the fact the phone has never worked properly and is only 2 months old

[Anonymous]

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@Anonymous wrote:

Im assuming its  the phone seeing as  ive tried it on 3 different tvs, 3 different hml adapters and 3 different hdmi wires. I dont see how it could not be the phone.

yes the phone has also been updated to the latest firmware and ive already searched the internet for a solution and cant find anything that will help me. 

o2 sent it to samsung to repair it already... Ive personally been in contact with samsung before it being sent away for repair. they said samsung products only work with samsung tvs (Complete rubbish as there are again youtube videos of people using the s4 with non samsung branded tvs) Ive also disproven this as I tried my phone on a samsung tv and it still did not work

Thank you for the link to the complaints i will try this first as I was going to try trading standards or citizens advice as im sure i must have some rights the fact the phone has never worked properly and is only 2 months old

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Hi,

It must be frustrating to not be getting anywhere with this !

I included the link because it seems you have pretty much exhausted the avenues through the store and customer services.

The outside bodies would most likely ask you to exhaust the avenues via o2 complaints before undertaking a review of the situation. IMO.

I look forward to your update and hope you reach a reasonable outcome.

[Anonymous]

Just a quick update. o2 agreed to swap my phone with a referbished one. Phone arrived yesturday in perfect condition and fully working.  

Thanks for your help Its appricated 

[perksie]

That was a bit of bad luck, I hope it's ok now.

[Anonymous]

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@Anonymous wrote:

Just a quick update. o2 agreed to swap my phone with a referbished one. Phone arrived yesturday in perfect condition and fully working.  

Thanks for your help Its appricated 

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You're very welcome.

Dont hesistate to ask if you need any further help.