There is a bewildering choice of phones, packages and deals available when buying a new mobile phone. It’s big business. It’s also top of the list when it comes to consumer complaints!
When choosing a new mobile, you are not only selecting the phone (or the handset), you are dealing with the retailer and choosing a package from a network provider. In effect there are three separate entities – and you need to know which one of the three to go back to if there is a problem with any aspect of your purchase or agreement.
Choosing the right phone
Phones these days come with an array of mind-boggling features – cameras are virtually standard now, as is the ability to surf the web and play MP3s and video clips. You can also use your phone to access your emails, download digital media, supply sat nav info, make mobile video calls, organize your life and so on. But how many of us use all the facilities on our phones on a regular basis? If you only want to make calls, text and send the odd picture message, then there is no point paying over the odds for one with loads of bells and whistles. Always best to check out the websites for the individual network providers such as O2, Orange or T-Mobile, or the high street retailers such as Phones4u or The Carphone Warehouse – and do this before you go in. Then you won’t get talked into anything you’re not familiar with!
Pay As You Go or Pay Monthly?
When you buy a phone you will have the choice of a ‘pay as you go’ or a ‘pay monthly’ phone. Pay As You Go or Prepaid plans tend to be more expensive per minute than the monthly tariff, but they can be very useful for people who don’t use their mobile phone much, have limited budgets, or want greater control over their children’s mobile use. The Monthly plans are cheaper and offer a wider range of bells and whistles phones, but you will have to sign a minimum term contract with a network provider and pay a fixed fee each month – although you will probably receive an allowance of free minutes or texts within this fee.
Choosing the right network
The network provider you end up with depends on the type of phone you choose and where you go to buy it. If you opt for a Pay Monthly phone, you will be entering into a contract with this network provider so check the terms of the contracts carefully and ask the sales consultant to explain carefully what your obligations and liabilities are – this is their job, and not to do so or to gloss over such detail when requested is mis-selling. Pay particular attention to the length of time you are ‘tied in’ to the contract. If you simply change your mind, you will not be able to switch to an alternative network provider and may not be able to change tariff. Also remember that by committing to a particular network provider you also commit to their coverage area and fees. So you may find that your friend who is ‘on’ Orange can get reception while you can’t. Not much you can do about this.
Choosing the right deal
Again – there is a huge choice of packages to chosse from. If you agree on a minimum payment each month, you will receive a free number of minutes or texts, although these only may be off-peak, or to certain numbers, so don’t be mislead. So have a think about when you use your phone – during the day, evenings weekends? Choose a tariff that gives you a better deal based on when you make most of your calls. Remember also to bear in mind the cost of the following as they may well not be included in your ‘free minutes’
- Peak time calls
- Calls to those on another network
- Calls to voicemail
- International or premium rate numbers
- Directory enquiry services
- Downloading data from the web
- Sending picture messages or video clips
When it all goes wrong…
You have certain statutory rights for the purchase of a product as provided for in the Sale of Goods Act. These rights refer to standards of quality you should expect and what you can do if it fails to meet these standards.If there is an obvious fault with the phone at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right, and should not evade this responsibility by referring you to the manufacturer in the context of a guarantee or warranty.
In the first instance the seller must offer to at least repair the phone. They must do this within reasonable time, at no additional cost to you and without causing any significant inconvenience. For this reason you should be given a replacement phone on a like for like basis (and not simply the cheapest and most basic model). Many consumer complaints relate to the length of time the phone is away being repaired – and although you must allow reasonable time for repair, the law does not say what ‘reasonable time’ is. Taking into account the nature and size of the product however, we would define this time as no more than two weeks.
If the repair is taking an unacceptable length of time to fix, if it can’t be fixed or if it develops the fault again, you are then within your rights to request a replacement. Again, this must be done within reasonable time, at no additional cost to you and without causing any significant inconvenience.
If the repair / replace remedies have been unsuccessful, you then have two further options. Firstly, you can then request they reduce the purchase price to an appropriate amount (although this does not affect your ability to take return the item if something else goes wrong). Secondly, and only after the repair/replace remedies have been attempted, you can request a refund. You should be aware however that if you have had the phone for several months, the refund given may well take account of any use you have had of the phone since you bought it.
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I purchased a Sony Xperia m4 Aqua in less than two months the front facing camera disappeared . I sent it back to Virgin but they couldn’t repair it and sent me a reconditioned phone full of scratches. I complained and was told it wasn’t acceptable , I had to send it back only for the same phone to be sent back, after several phone calls and emails they still haven’t sorted it out. Why should I accept a rubbishy looking quality phone in place of an immaculate six week phone ? What can I do ?
My son has not been able to use his contract phone from virgin for nine days now due to technical issues can I cancel contract. As he needs phone
Hi, both myself and wife took out 2 contracts at car phone warehouse back in may. The sales advisor told us that EE would be the best as the coverage in our area is excellent. We left the shop very pleased , we got the phones we wanted and an excellent coverage!! The first time we used our phones at home we found it very difficult to understand what the person was saying and vice versa, it was at this point we noticed there were no signal bars on the phones. My wife contacted EE and they even said we should never of been sold an EE contract because of the area we live, they sent us a booster signal box which occasionally works. I have complained to car phone warehouse 3 times and their response is that I need to take it up with EE!!
Me and the wife purchased to Samsung Galaxy s4 phones I only had mine for a couple weeks and it started shutting off for no reason and I sent it to bell for repairs and it took a long time before I got it back .. bell said that it just needed to be reset and that nothing was wrong with the phone so I keep using it and it continued to do the same thing crash for no reason so I kept calling bell and they just kept telling me to reset it so that’s what I did and still it was crashing I argue with bell for weeks and weeks ontail finally they told me to send it back to the repair department so I did weeks went by and finally I got my phone back from bell again and they told me that it was my battery and they replaced it so that was good enough one day after that is it kept crashing 10 times in one day I was sick of it all I argue about it with bell for months and finally I had the phone for a year and bell said to me sorry but your one year warranty is up we can’t help you with your phone sir but you can do a early buy out and pay the remaining balance on the device and then sign a new 2 year contract to get another device and I said no way I’m not going to do that pay hundreds of dollars for a phone that doesn’t work ….happen that I had a old phone lieing around and used it for a few months and finally done a early buy out and payed off the remaining balance on the 2 s4 me and the wife then got to new galaxy S6 Edge phones and I only had it for 2 months and it stopped working I never had a mark on it just like brand new I faught with bell for to weeks before they sent me a loner and took my device in for repair bell had my device for a month before they returned it to me I called them a week before I received my phone back and they said it was repaired and it was being returned to me so when I opened the package I took up my device and pushed the power button and it won’t turn on so I got a charger and plugged it in and then tried turning it on it came on for a second and a triangle with a tomater in the middle started beeping and saying internal temperature high and died so I looked at the repair completion paper work that come back with my device and it said that my device had a faulty internal display and that the cost of the repair was more than what the device was worth and that they wouldn’t repair or replace my device so I called bell and they told me to take my device to the nearest bell store and do a early upgrade and that bell was going to wave the up grade fees and the balance owing on the phone so I drove 3 hours and got to the bell store and the lady at the Bell store called bell and they them told her that they had no record of me calling them and no record of anyone tilling me to return my phone so the lady at the Bell store told bell that this was very unprofessional of bell and that the customer should have had is phone replaced now almost 7 weeks later bell is saying that my phone had water damage and that they will not cover it there was no mention of water damage ontail yesterday and the lady at the Bell store told bell that there was no damage and no water damage on my phone when I sent it to bell for repairs bell is coming up with every excuse to not give me a phone this is twice now bell did this to me ridiculous this is
I bought a brand new top of the range Samsung 7 phone and 6 weeks later, despite taking every precaution of having a phone cover and top of the range glass protector, it broke after taking a slight tumble. Disgustingly they asked for £200 to repair it. TEN WEEKS LATER (maybe more, I have lost count), they have failed to repair it, lost my replacement and have spent ten weeks fobbing me off, lying to me and practising the worst customer ‘service’ I have ever known. I would like a refund of both the handset and the repair that never actually took place (!), what are my rights. Bearing in mind I have not had my phone for nearly 2 and a half months now!
I have an LG phone on a Vodafone contract which I got about 10 months ago. The phone stopped working and the Vodafone shop sent it back. I have now had a call from LG saying I need to pay for the phone to be repaired as it had some scratches on it which has void the warranty. Surely this can’t be correct?
I took my first ever contract ever with Tesco.my phone shut down,went on to blue screen for an hour,cut off a call etc.i went back ( nearly a year) later when it started happening.they replaced my phone with the same model.( I’m in a 2yr contact).Now have 10 months to go and this phone is doing the same.il never go to contract again!!!!What rights do I have now??
I have switched my Partner and I to BT mobile, SIM only, I have been with Orange on contract for over 16 years, I phoned them on 9/12/16 to cancel I was given my PAC code, I wrote all the info down, but lost the paper, I was leaving it till near the end of the contract before I used the code, my phone did not switch off so I assumed that the deadline had not passed, tried to use the code, told it had expired, rung Orange, I could have a new code had to give another months notice, because I had not used the code, to me that is my own fault, I still gave a months notice, I told them to just cancel the contract, I thought I would change my number I was just so annoyed, assuming it would cancel asap, this is not the case, so I must be still giving a months notice, I can receive text, and phone calls, they did not send me a letter when I cancelled either. I was also told they all sing from the same Hymn Book. My Partner cancelled with Vodaphone, SIM only, he was not offered his code he has been with them for over seven years, he received a letter to end his contract, phoned for the Code, told him he would have to sign up for two more days to have the Code. As we have not ever changed providers before, we were not aware how things work. I just want to know, is this what happens? I was not told if I did not use the code they would assume I was staying, even though this is only £12.00 we are talking about, it is just so annoying, it is most probably in Terms and Conditions somewhere.
Hello
I bought Samsung s6 end of August 2016, middle of January it suddenly went unresponsive, so I took it back to currys where they kindly checked phone and booked it in to send it to Samsung.
At the time of inspection they agreed phone was unresponsive and report shows there was no physical damage
Next day currys called to say Samsung refusing to take phone from them and I had to do it myself
I contacted Samsung and they picked up phone with UPS next day
After couple days me calling customer service they said it’s out of warranty as LCD screen is broken.
I asked them to send me picture of damage, so they did but didn’t answear any future questions instead they just send my phone back inrepaired saying in a letter that I refused to pay for repair
When I reserved phone it was clearly damaged, I took it back to currys for them to confirm that damage was not there before which they did.
Raising this issue with Samsung they refused to open claim as damaged in transit as packaging wasn’t damaged ( its flat packaging and phone could of been under many things and squasht while packaging would stay intact)
Can you please let me know how is the best way of dealing with Samsung, as up to now I haven’t received very good customer service and want to take this case future
Thanks
I’m having the same trouble and have hit a dead end – did you manage to get anywhere with this?
My partner michael took me to a virgin store and we purchased a galaxy phone on his already existing account. After a few days the phone was not receiving incoming calls . We went to the shop we bought it from and they said they would give us. New SIM card this will fix the problem . After returning home the phone was still no working correctly . We rang virgin and talked us threw some trouble shooting problems which we did. Again this did not fox the problem so we again rang virgin who made us trouble shoot again . After the phone was still not working we again returned to the sore who said our 14 day cool of was over and where no longer allowed to cancel . They said we had to ring virgin and ask for a repair . We did this and they sent us out a package with label to return the phone . 2weeks later my partner rang to see what was happening to be told the phone had not arrrived . He was told to ring the next day , he did and got the same answer . The third day when he rang , virgin told him to contact the post offfice . My partner did this they said the package seems to have got lost in transit they don’t know where it is . We then rang virgin again but we are getting no where . We have no phone but are getting charged for the contract . I was never offered a like for like while my phone was sent away ( I did ask ) they would only give me a SIM card to put in an old phone that we had . Please help
I brought my samsung pay as u go phone 2 months ago it wouldoes not charge then I could not recive or make calls or text shop says I have 2 take it 2 Samsung shop what rites do I have Ples?
I sent my phone into Samsung for repair (it overheated and died), there was some slight damage to the back – a crack, which had been there over a year with no trouble. They sent the phone back saying it was beyond economical repair but it’s now completely smashed across the back with glass falling out of it. I have supplied them with evidence showing pictures of the phone before it went to repair and after, we have also ruled out it being damaged in transit. They say that there is not enough evidence to suggest the repairer did it, if they had they would admit it. They have said they are not going to do anything and there is nobody I can talk to that can help or take it further. What can I do?
I bought my husband a pay as you go mobile from Asda on 2.8.27 yesterday the screen smashed when he sat down with it inhis pocket on the sofa. I have contacted Asda who said it was accidental and not covered, where do I stand as I would expect a mobile to be a little more robust than this – I’ve had iPhones for years and never had a problem like this
My Vodafone V8 purchased on 1st August on a 24 month contract i took it back to the shop as it had a yellow line down the screen on 5 September. I went back to the shop on 20 September to see what was happening. I was told they are waiting for parts. I am disgusted that they can’t offer me a courtesy phone and that there is no lead time either! I was on the phone foe 50 minutes talking to see several advisors but they said it’s down to the manager discretion if a courtesy phone can be given. I went back to the shop and told them but no they don’t give out courtesy phones. Avoid Vodafone shop in Southend on Sea. They are only interested in making sales! The after care is diabolical. I rang Vodafone last night and I am now in dead lock a’s the adivisor offered me 20 pounds to get a DECENT phone while mine is in repair. He then went up to 50 pounds but I refused this offer . What do I do next?
Friend of mine has an issue with Vodafone where her phone stopped charging so she returned it to the store. Contract taken out in March(ish), mobile taken to store end of September/early October. The store advised her first that they had managed to charge it somewhat “by wiggling the charge lead and making sure the phone stays like this……”then showed her how they had positioned the phone to charge it.
She took it home but the phone got worse in a short space of time and she returned it to the store where it was promptly sent away. Vodafone repairers have now claimed the phone is irreparable and it’s the customers own fault, inducing the damage, saying the charge port has been broken and that it’s not a warranty repair.
First off, she was TOLD to wiggle the charge cord, whether she has or not is not known to me. Secondly, even if she has how can it be proven it was her and not the Vodafone store employee that broke the port? Thirdly, having been told the repair would cost between £50 and £100 yet the hand set is still worth around £320 how can it be deemed a ‘write off’? The store didn’t give my friend a replacement hand set whilst hers was sent away, she still has no hand set yet obviously the contract is running. Any advice on where she stands? Thanks in advance.
I have a contract with Three for almost 4.5 years now. 6 months ago my phone just died, so I went to one of their stores to get a new one. I was thinking I’m with them for 4 years, why not..
In the end, I am pretty sure the person working there just pushed some stock they had remaining and wanted to get rid of, but that can be my fault for not paying attention.
The “funny” part is that I was never given a copy of my contract, so I am not sure what I am being charged for… I wonder if that could be a valid reson to cancel that contract