Phone failure under contract refuse to fix

[lthomas]

We recently took out a mobile contract for 24months with a Samsung S2.
Within the first 6 weeks the sim failed to work within the phone. We
returned it to the shop to which a new sim was provided and connected to
the original phone. Three weeks ago the same problem occured, we returned
to the shop and this time we asked to send the phone off as something else
might be wrong and not the sim. This seemed to make sense. We have now
recieved the phone back with a letter say the phone as water damage and
that a repair is not possible.

The store have told us to claim from insurance or buy a new phone. We
find this unacceptable as the phone has never touch any form of water or
moisture. We believe that the first fault was never investigated by the
checkout person.

Anyone know where we stand on this as it feels so wrong and with 22 months of contract is unfair.

 

[Witch consumer]

This used to be the standard excuse years ago but I thought they had stopped using it, all mobile phones show some sign of water damage from condensation from breath and sweaty ears!

The phone's forms part of your contract and so they need to provide you with a working phone (there are some exceptions e.g. sim only) unless obviously it has user damage.

To prove it is faulty and not water damaged, you will need to get an independent report on the phone but if it proves to be faulty, you can claim the cost back.

Can I ask which company this is with?