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Broken Mobile Phone

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jasmin26 | 10:54 Sun 18th Mar 2012 | Law
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Got a mobile phone via Tesco mobile website a year past Feb on a 2 year contract and its now stopped working. Problems with both getting and sending texts and no internet connection. I have rang them 6 times and they have sent various settings to my phone , none of them have rectified the problem. They are now saying that its not their problem and i have to deal with Sony Ericsson.Can any body give me any advice on this as surely my contract is with Tesco and not Sony Ericssson ? I would be grateful for any help on this as I am getting nowhere with this. TIA.

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Did you take Insurance out for phone? If not,it is your responsibility.
Question Author
No i dont think i did . Oh well looks like I am stuffed then ! Will make sure i do the next time. Thanks for your help.
I only know from experience with Virgin,never again.!!
You could try swapping the sim card with one for the same network so as to see if it is the phone or the network/sim that is causing the problems. The phone is almost certainly locked to te tesco network so won't work with other networks' sim cards.
As long as the phone has developed a fault and has not been damaged, I would have thought that it's Tesco's responsibility - as long as you're still in your contract.
I'm only going off my experience with Three. My phone was 12 months old ish and I was on an 18 month contract. My phone developed a fault (can't remember what it was) - I sent it back to Three and they repaired it - all F.O.C. including the postage, 'cos if I remember correctly they sent me a pre-paid envelope to post the phone in.
Most insurances are mainly for loss of phone and accidental damage. I'm hopefully not tempting fate here, but I've never taken insurance out, even though I've had some decent phones - I really can't see the point, but that's just my opinion.
Question Author
Just spoke to them again and got yet another different answer. They say to take it into a Tesco store and they will try a new SIM to see if its that that is faulty and not the phone. I have asked this on each occasion and have been told no you cant do that its not our responsibilty now. Will take it tomorrow and see what happens then. Thanks.
Good Luck,Jasmin,let us know what happens.
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will do .
You are quite correct in saying that your contract is with Tesco and I am surprised they act in this way keep applying the pressure to Tesco do not give in.
Question Author
Tony, i am of the same mind as you on this one. Thanks for you input , much appreciated.
Naughty Tesco, if they sold it to you it's their responsibility afte such a short while. Tut tut, and no way should you be given different answers from different people. They need to get their act together.
Reminds me when I bought expensive straighteners from a certain big chain hairdressers and took them back after few months cos weren't working and they didn't want to know, told me I had to deal with the manufacturers. I've kicked myself ever since for accepting this at the time.
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Surely it would depend on whether you bought the handset from Tesco or whether it was provided free, or at a discount ? Not that I'm any kind of legal expert, but I'd have thought that was relevant.
My wife bought a Samsung Mini from Tesco last year... It just went dead last Wednesday. I phoned our local Tesco where we bought it and they said
I had to phone the Tesco repair centre on 0845 3006660" (charges apply).
It was all very efficient with the operator asking me a few questions.
I was then told to wait until I received a pre-paid padded envelope from them, before posting it back.
Saturday they e-mailed to say they had received it, and Monday morning I received another e-mail to say the phone had been repaired , and was on it's way back to me... it arrived today (Tuesday).
What can I say ... excellent service from Tesco.
No reply from jasmin,then!!!!!!!!!!!!!!!!!!!!!!
Question Author
Everhelpful,there was no reply from me as i have been away all week. I am not one to put questions on here and then ignore any answers ! I did go into Tesco and they tried a new SIM and the problems were still there. They agreed to send it back to Sony for me and have it checked or repaired free of charge.
jasmin.
You could have asked for a refund of the amount paid for the phone, a replacement phone or a repair of the faulty unit. If you are satisfied with the outcome there is nothing more to be said.
Question Author
Hi Tony I would rather had a new phone but i wasnt getting anywhere with that so decided to go with the repair . Thanks for your help.
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