Faulty mobile...

[islandgirl]

Good afternoon fellow Beagles. Does anyone have any views on the following please: New mobile phone purchased from retailer October 24. Jan 25 one night refused to charge. Tried lots of chargers with no luck but then after a while got it to charge. Thought it was a one off. Happened again twice recently so took back to retailer. I was about to go on holiday and it would not charge. They tried to get it to do so and could not. As I was going away they gave me a wireless charger which worked (took hours and hours but did charge). Now I am back I need to sort.
Messaged them today and am being told they can only send away for repair. I am unhappy with that - there are other issues with it, little things which mean I have to reboot it often. I want a new one or a refund. I know they may have the right to repair but it has to be sent away and I have confidential legal and local government stuff on there which means I do not really want that to happen.
I cannot use S75 due to type of card used.
Any thoughts as I go into battle please? Thank you!

[atticus]

Due to the passage of time, you are stuck with the repair. The consumer's automatic right to reject and refund only applies if exercised within 30 days of purchase. The right to repair then applies up to 6 months from date of purchase. After that it is for the consumer to prove the item was not of satisfactory quality at time of purchase.

[islandgirl]

Thank you. Do you think I have any right to deny them the ability to send the phone away for repair due to sensitive information? The fault appeared within 4 months but I have no proof of that.

[atticus]

At 4 months you had the right to repair.

Think about the position: if you were to get a refund, the seller would be entitled to have the phone back.

[islandgirl]

Yes I should have dealt with it when it happened but I assumed it would be a one off...I am happy to move all the confidential stuff across and factory reset the phone and move over my sim...and they can have it back with pleasure!

[echat11]

Where did you buy it from?
Long shot, but always worth a try.

[islandgirl]

Tesco

[echat11]

Tesco

This is a long shot, you lose nothing in trying.

Write a letter of complaint, explain that you are a long time customer and
you are very disappointed etc. Explain that you have spent thousands of pounds with them.
Explain what's happened, how they have let you down and what you want them to do.

Email the complaint to:

Mr. Ken Murphy
Tesco Group CEO
ken.murphy@uk.tesco.com

[islandgirl]

Thank you it is certainly worth a try and it is all true. I have bought several expensive phones from them and have 4 mobile contracts with them....Watch this space!

[islandgirl]

This is a long shot, you lose nothing in trying.

Write a letter of complaint, explain that you are a long time customer and
you are very disappointed etc. Explain that you have spent thousands of pounds with them.
Explain what's happened, how they have let you down and what you want them to do.

Email the complaint to:

Mr. Ken Murphy
Tesco Group CEO
ken.murphy@uk.tesco.com

Email sent - watch this space!

[Matty B]

That’s why I stretch myself and go to the Apple Store. New battery at two years old FOC. Will be getting a new battery in my MacBook Pro soon

[islandgirl]

That’s why I stretch myself and go to the Apple Store. New battery at two years old FOC. Will be getting a new battery in my MacBook Pro soon

Not a fan of Apple - have heard tales of absolutely horrendous customer service from them (although it remains to be seen whether I will get any better). Batteries are a relatively easy fix I think - this problem is something worse!

[Matty B]

You should come to Birmingham - extraordinary customer service. The only negative comes from people who want the impossible such as a 10 year old phone fixed for free.