Does getting a phone repaired push all the wrong buttons?
When your smartphone kicks the bucket, you’d hope your contract provider would be there to offer a suitable replacement. Unfortunately, that’s not the experience of two of my fellow Which? colleagues.
Aniela’s old-school replacement
I had to take my Samsung smartphone in for repair at O2 last week. Please note the word ‘smart’. When asked if I wanted a replacement phone I said, of course, and the sales assistant took a £25 deposit. The assistant then went out to fetch my replacement phone from the back room.
When she opened the box in front of me it was like stepping back in time. The phone had buttons, a tiny screen and its main selling features seemed to be an inbuilt mp3 player. Great if I was in search of props for a movie set in the noughties; not so great for replacing my smartphone.
I asked how O2 could offer this as a replacement phone (or a ‘courtesy phone’ as the sales assistant kept calling it) and was told this was the standard replacement phone.
Huh? To me it doesn’t seem quite right for my provider to offer these old phones when most people today have smartphones. A quick glance at the phones on display revealed nothing but sleek and shiny smartphones, making the situation even more ironic.
I was told that O2 would have to take higher deposits to provide smartphones as replacements. I’d gladly pay a higher deposit to be able to use all the services that I’m currently paying O2 for, rather than being stuck with the relic they gave me.
Now, I suppose I should count myself lucky for getting a replacement phone at all – as my colleague Jen was less fortunate…
Jen’s non-existent replacement phone
When I heard Aniela’s story, I nodded along with a sympathetic smile. My Samsung smartphone was also malfunctioning, which was frustrating as it was just months old.
I called T-Mobile to let the company know, and it offered two options. The first was having a ‘silver bag’ sent to my house so I could send my phone in the post. The second was to go into one of its branches, receive a courtesy phone and have one of their staff send the phone off for me. I chose the second option because, like Aniela, I needed a replacement.
However, it simply wasn’t to be. I headed to my local T-Mobile store, where I was told they didn’t have any spare loan phones. I was also told that any phone I did get would be a basic text-and-call only model. Considering I wasn’t going to receive any reimbursement for the time apart from my phone, I felt pretty put out.
So I decided to try another T-Mobile store. This store didn’t have a loan phone either, but as my patience was wearing thin, I decided to send my phone off anyway. However, this wasn’t to be either, as the ‘computer said no’. The assistant informed me that he’d sent off ‘loads of phones’ that morning and was none the wiser as to why it wouldn’t work with me. His manager said I’d simply have to try again another day.
Frustrated and deflated, I called T-Mobile again and asked for a silver bag. I received the bag, sent off the phone and received my phone back in full-working order approximately two weeks later. T-Mobile made no apologies, gave no refund and the staff made me feel like they were doing me a favour.
Have you had any similar experiences? What do you expect from a replacement phone? Would you be willing to leave a higher deposit to get a phone similar to yours?
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wavechange
It depends whether what the contract has to say about a courtesy phone. If there is no provision for this, then being loaned an older model should be welcomed and not criticised.
When I was working I was careful to select an insurance company that would guarantee a loan car if I had an accident. Though I never needed this, it was a reassurance to know that I was covered.
John Ward
I wonder what the evidence is for saying “most people today have smartphones”. Perhaps in metropolitan areas but not in rural areas. My nearest mobile phone network shops are 25 miles away in Norwich. Luckily, plain vanilla telephones rarely malfunction – the availability of a signal is the variable factor.
Jennifer Davis
Hi Wavechange – I’ll have to admit that I don’t know if my phone contract contains a clause referring to courtesy phone provisions in the event of a breakdown. I could even be pushed to agree with you that it’s good of them to offer a courtesy phone under these circumstances, but as you can see from my post, I couldn’t get my hands on one and they made no effort to help me obtain one.
In my mind, regardless of what the contract says, I pay a lot of money for my smartphone contract – which I know is largely to pay off the high ‘cost’ of my handset. So, if my handset doesn’t work and is taken away, shouldn’t it be a basic courtesy of the phone company to provide a replacement or some kind of recompense? After all, I didn’t break my phone – it was simply faulty.
wavechange
Thanks Jennifer. It was Aniela’s comments that provoked my reply. I take your point.
Perhaps the phone companies could agree standard practice on courtesy phones for those on contracts.
My impression is that mobile phones are about the most unreliable products on the market. It’s hardly surprising considering how some treat them. On the other hand, perhaps they should be designed to take a bit of abuse.
I-M
When I bought my new ‘phone on a contract with O2 I received a ‘phone call shortly after, encouraging me to recycle my old ‘phone, which had internet access, e-mail etc.
My new ‘phone started to malfunction after a week or so, but at that point I thought that it was just a problem with settings. However, it was sent off for repair, and I was offered the most basic handset possible as a replacement. As I hadn’t parted with my old ‘phone, I was able to use this instead. My new ‘phone was returned after a couple of weeks, with the same fault as it was sent off with, and was eventually replaced.
When a new ‘phone is faulty, I really do think that it would be reasonable to get a courtesy ‘phone that enables you to continue using what you pay for in your contract. And I can’t tell you have upset I would have been if I had allowed myself to be persuade to part with my old ‘phone for a few pounds!
wavechange
That makes sense, but if the company does not already do this, they will have a valid reason to raise charges to cover the cost of the extra service. Most people are not very happy when companies increase charges during a contract. Look at all the recent discussion that has led to the Which? Fixed Means Fixed campaign.
Maybe this is something to look for when you take out your next contract. You will not be the only one who wants a decent courtesy phone when theirs is away for repair, but expect to pay for this service.
kipper
Recently I took my not-so-smart phone with a broken screen to the Orange shop. The screen had stopped working but wasn’t cracked. As it’s half-and-half touchscreen/keypad operated it was unusable. It’s worth about a tenner. Orange offered to replace it at a cost to me of £80.
I have bought a temporary £15 replacement from Tesco. My plan is to get an early upgrade but not through Orange, through Phones 4 U at no additioanl cost to myself apart from a couple of extra pounds a month data allowance.
Nedludd
Hmmm…
I can’t help thinking we’re letting these (very highly profitable) companies off the hook a little lightly here! Surely when they sell you a contract they are selling you a commitment to provide that service, the phone which forms part of that contract being a part of that service, From the moment the contract starts to the moment it ends. It is outrageous that they should be allowed to get away with still charging for a service (the handset is an integral part of the service) which they are not providing. In turn, this means free repairs and servicing, FOR THE LIFE OF THE CONTRACT, as of right, with refunds for any time the phone isn’t working as of right. Anything less is quite simply a ripoff!
Alan
I sent a phone back to Three and the got back to me with a letter saying it was water damaged when it had been nowhere near water.
Sometimes you can’t win.
prentonboy
I am fed up with everything to do with so called smart phones and mobile phone shops. On the 31st August I bought a Apple iPhone 4 from Carphone Warehouse. Today I returned it as it did not work anymore. I had a black screen with a thin blue line vertically down the center. Nothing had happened to it it just stopped working. I checked out on the Internet and this seemed to be a known problem. I returned it to Carphone Warehouse expecting to be given a replacement or a refund. Apparently Carphone Warehouse don’t do that as it was outside the 28 days of their warranty. I asked what my rights were under the Sales of Goods Act and basically they said I had no rights as the staff at Carphone Warehouse had to comply with their own rules regarding the 28 days limit. They took the phone off me and said it is likely to take 5 days to send back to Apple. I asked for compensation and/or a replacement and was told it was not the stores policy to do that. Apparently the consumer has rights but in reality they do not. I insisted on speaking to ‘Head Office’ but whoever I spoke to did not seem to have heard anything regarding consumer law and just repeated what was said about the 28 days. Please forgive my rant.
John
At least they offer a replacement, tescomobile refuse to do this. I don’t think by law they are allowed, but what can we expect from a company that puts horsemeat in burgers. I went in store, and was told they would send me a bag by post, I wondered why they couldn’t have one in store. They told me to buy a £9 phone, and I refused and I have now informed the telephone ombudsman.
Tasha
After having an iPhone for over 3 years, I was really surprised that when my upgrade came up, I was leaning towards a Samsung not an iPhone – the Samsung galaxy S2 to be exact.
So last month (3 months after getting the phone) things went belly up, stopped working. I thought it was a network problem as it said I had full signal, but nobody could call me/text me, and if I tried to call someone it said Not Registered on Network. Phoned O2 – no network issues.
They gave me a new sim card incase that was the problem – it wasn’t.
So the man in the o2 shop did something that seemed to work for around 4 hours, then back to square one. I was already getting a little annoyed, as it’s difficult for me to get to the O2 shop before they close, what with me working. Anyway, took it back, they sent it away.
10 days later, it’s back – hurrah! Except, the letter with my phone said no fault could be found. So they updated the software (wow did I feel dumb, could’ve done that myself) Yes, meanwhile I’d been using a £9.00 from Tesco as O2 had ”rented out” all of their ”courtesy phones”.
So surprise surprise it wasn’t working when I got it back, so I took it straight back, a little anger in my tone, why send it back unfixed?? So they re-sent it back to samsung. So i picked it up on Friday night, seemed fine. Saturday morning however, people were saying WHY AREN’T YOU ANSWERING YOUR PHONE?… Zero missed calls.. Zero texts.. Uh-oh. Took it back on Sunday – 3rd time now!! And i’ve been told they MIGHT offer me a replacement phone – an equivalent. any ideas what i might get offered? As i am not prepared to make a short fast decision there and then if I dont know much about the phone they offer me – no way!
Getting quite used to this £9.00 phone now…
PS
Do NOT ask about o2 refunding your contract for the month(s) you’re without your phone. I got an earful – which I’m annoyed about. They say I pay for the sim not the phone.. Could someone please tell me then why my sim only plan for business is £7.50 a month and my samsung contract with the exact same tarrif on, is £19 a month – yeah that’s right, cos i’m paying for the phone. I got spoken to awfully, as though I was trying to make trouble. At the end of the day i am having to pay for something that isn’t as described when i signed the contract,
Rant over.
For now…..
Alan
Unbelievable Tasha.
If they think they can give you the runaround then they will and you’re right that of course you’re paying extra for the handset, or the sim-free contract would be the same price.
I always make sure to raise a complaint so that you have something on record on your account notes, because they’re awfully nice to you when your contract is about to run out and you’re asking for your PAC code. Then, if they ask why you can refer back to your account notes for references to episodes such like this.