Database Users

What are my rights?

Sorry mods, I didnt know where else to put this. Feel free to move it if this isn't a good place.
Ok, So I sent my phone in for repair (a backlight problem) and they sent it back after 2 weeks, and its still exactly the same.
So Ive sent it back again.
But in all honesty, Im not happy paying my monthly bill for a phone Ive not been using.
So do I have the right to demand a refund/not paying next month?
Also, Can I demand a brand new phone if it comes back broken again this time?
thanks guys

Boinngggggggg

Your signature says that you're running a custom ROM. If that's true then I wouldn't expect that you have any rights because you will have voided the warranty. What did they tell you when the phone was returned last time?

jakem said:
Your signature says that you're running a custom ROM. If that's true then I wouldn't expect that you have any rights because you will have voided the warranty. What did they tell you when the phone was returned last time?
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I flashed everything back to stock so there is no sign Ive had a custom rom.
They said they couldn't find a problem at all with the phone. They re-flashed the software for me So i guess its a hardwear problem with the acctual phone....

lonelykatana said:
I flashed everything back to stock so there is no sign Ive had a custom rom.
They said they couldn't find a problem at all with the phone. They re-flashed the software for me So i guess its a hardwear problem with the acctual phone....
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OK. I think the first step will be for you to get HTC to agree that there's a problem with the phone. Until that happens you don't really have a leg to stand on because the phone company will simply argue that you're not owed a refund because there's no problem with the phone (and I think they'd be right to say that).
Once you've proven that the phone is faulty you may be able to contact the phone company and ask for a refund. Unfortunately I don't know exactly what your rights are in this case but it seems reasonable that you shouldn't have to pay for the time when you were unable to use your contract phone. Maybe someone with a bit more expertise can jump in and help here.
The main point though is that you need to prove that you have a problem before you can ask for your money back and I don't think you've managed to do that just yet.

but your still using the SIM right?

Can you take it to their high street shop and demo them the fault? Does the backlight come on at all?

quasi_mojo said:
but your still using the SIM right?
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No because I dont have a backup phone...
Can you take it to their high street shop and demo them the fault? Does the backlight come on at all?
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No its the oppersit, It doesn't go off....
But thats not what Im asking.

lonelykatana said:
No because I dont have a backup phone....
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then i'd argue with them till im blue in the face! i dont think you should be paying for a service you cannot use. at the very least they should knock it off your next bill or credit you what you've paid already...

id politely argue the point that you cant use your sim without a working handset and since the one they provided is faulty they either have to provide a backup handset whilst yours is being repaired or credit your account.
not sure how it would all work out but its worth a go.
as for the other stuff... if they keep sending it back saying there isnt a problem then you need to be able to prove that there is.

My experience...
My HD2 is off for repair, and as I haven't got insurance which would have entitled me to a loan hand set, VF UK have credited me with a month’s worth of my line rental. Used that to buy a crappy PAYG Nokia and popped my contract SIM in to it. It has £10 of calls on the PAYG SIM I can keep 'in case of emergency, which means I am actually only £10 down.

in the uk if you return something 3 times for the same fault and on the third occassion it still has the same fault you have the law on your side which i believe states they have not made reasonable effort to resolve the problem and they have to replace the device with the same model or another of equal value.
i had a similar thing with vodafone and they ended up giving me a 3gs for my broken hd2 as they had no hd2's or desires in stock.
vodafone didn't charge me for the 2 months it took to send it in and out for repair as i was being inconvenienced through no fault of my own.
on your repair notes it should state the fault you sent it in for each time. phone trading standards or at least threaten to if they don't sort it out

Johnston411 said:
in the uk if you return something 3 times for the same fault and on the third occassion it still has the same fault you have the law on your side which i believe states they have not made reasonable effort to resolve the problem and they have to replace the device with the same model or another of equal value.
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Click to collapse
That's what they've told me on '3 strikes and you're out', but also that have some HD2's in reserve for situations like this...

There must be a way for you to put your plan on hold so you don't pay the plan since you are not using it... all the matter of coordination and loosing time

Johnston411 said:
in the uk if you return something 3 times for the same fault and on the third occassion it still has the same fault you have the law on your side which i believe states they have not made reasonable effort to resolve the problem and they have to replace the device with the same model or another of equal value.
i had a similar thing with vodafone and they ended up giving me a 3gs for my broken hd2 as they had no hd2's or desires in stock.
vodafone didn't charge me for the 2 months it took to send it in and out for repair as i was being inconvenienced through no fault of my own.
on your repair notes it should state the fault you sent it in for each time. phone trading standards or at least threaten to if they don't sort it out
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Click to collapse
Ahh thats made me happy
Im glad to know Ive not been left with no cover.
Thanks guys

Starting a Petition and contacting Ministry of Consumer Electronics Canada

Hello All, as many of you know i have had one of the famous bricked samsung galaxy i9000. Since Bell wont honour my proposal for returning my Cell phone with a receipt (not under my name), i have come to the conclusion that we need action. Below is a site i am going to contact, based out of toronto, if enough people call, we can get this "defective issue" known.
http://www.sse.gov.on.ca/mcs/en/Pages/Contact.aspx
I am also in the process of starting a petition but would like the help of people of this forum on to how to go about this.
We need to make Samsung honour their corporation competencies and aknowledge that not EVERYONE will be on contract with BELL. We must take action. I am requesting help from ALL those affected.
thanks
p.s. first way to start is to get the ministry of consumer electronics to acknowledge the defect and we shall start a petition.

Another resource you may want to tap into is the Commissioner for Complaints for Telecommunications Services (http://www.ccts-cprst.ca/complaints/service-providers). They are a third party that attempt to resolve complaints against wireless providers.
Not sure if it applies to you, but take it for what it's worth.

Count me in dude!!! Im tired of not being listened to about my issues with my $500.00 "not fit for purpose" phone!!!
I believe that we not just go after Bell but Samsung as well!!!
Sent from my GT-I9000M using XDA App

mymanchris said:
Another resource you may want to tap into is the Commissioner for Complaints for Telecommunications Services (http://www.ccts-cprst.ca/complaints/service-providers). They are a third party that attempt to resolve complaints against wireless providers.
Not sure if it applies to you, but take it for what it's worth.
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thanks for the link, will be looking into that.
yiannisthegreek said:
Count me in dude!!! Im tired of not being listened to about my issues with my $500.00 "not fit for purpose" phone!!!
I believe that we not just go after Bell but Samsung as well!!!
Sent from my GT-I9000M using XDA App
Click to expand...
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lets start small and see where we get. We need COMMUNITY SUPPORT, and i mean alot of people. 100 or more can be a good start.

You have my support.
Sent from my GT-I9000M using XDA App

myself as well.

I assume you are referring to the internal memory problem?
Why did they say they wont honor your warranty? You haven't really put much information here.

andrewluecke said:
I assume you are referring to the internal memory problem?
Why did they say they wont honor your warranty? You haven't really put much information here.
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I have the full receipt for my phone and everything, the phone was deactivated and the number is not in service. However, the only thing connected to the current user is a IMEI, which i had called the person who owned it, they didnt know english very well and wouldnt transfer the ownership to me.
This is a flaw in the system.
I am starting a petition to make Samsung and Bell aware that the first batch and alot of the I900m Bell devices have a Internal SD hardware problem. This is a defect, we have witnessed of up to 30% returns on these phones because of this defect alone.
The fact that Bell wont honour their warranty with samsung because of a simple (not having my name) on the receipt is trivial. I had a copy printed out. Samsung needs to recall these devices or at the very least acknowledge something here.

30% failure? Where is that figure from?
And have you tried arguing with Bell for a repair? Or did they simply say no, and you gave up? Did you try to escalate?
By law, you should be able to go to your consumer affairs place anyway, and tell them that Bell wont accept your receipt. I don't think you need a petition.

Class action suit against "samsung" only.. Count me in tooo
Sent from my GT-I9000 using XDA App

By the way, when you say return, do you mean repair? Because by law in most countries, they don't have to offer refunds outside the first 2 weeks if the unit is faulty.
This thread needs a lot more details...

I am in also.
Sent from my GT-I9000M using XDA App

andrewluecke said:
30% failure? Where is that figure from?
And have you tried arguing with Bell for a repair? Or did they simply say no, and you gave up? Did you try to escalate?
By law, you should be able to go to your consumer affairs place anyway, and tell them that Bell wont accept your receipt. I don't think you need a petition.
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i have the receipt but the purchaser of my phone was friend who has now moved to new york. I have no contact with him. And by law bell has to honour its warranty code of conduct, if there is a recepit available.
I am going back tommrow to talk to the http://www.bell.ca/shopping/en_CA_ON.Samsung-Galaxywith-Google/69236.details of the store, any tips or suggestions are welcome. I have read people have returned phones even WITHOUT a receipt...and look, oh i HAVE one.....interesting.
edit** the petition was for those who were unlucky and have been turned down by Bell because of no receipt.

That didn't really answer anything.. If you have a receipt, argue with them again, or go consumer affairs, but their warranty code only likely covers REPAIRING!
Do you mean repair or return and where is that 30% failure figure from? By law, they don't need to refund you, unless you have tried replacing it a few times and the problem keeps reoccurring (and you can prove the product is seriously flawed).
I believe you mean repair, but "return" is ambiguous.

andrewluecke said:
That didn't really answer anything.. If you have a receipt, argue with them again, or go consumer affairs, but their warranty code only likely covers REPAIRING!
Do you mean repair or return and where is that 30% failure figure from? By law, they don't need to refund you, unless you have tried replacing it a few times and the problem keeps reoccurring (and you can prove the product is seriously flawed).
I believe you mean repair, but "return" is ambiguous.
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according to Bell it was about 20%-30% of phones were brought back. That is why Samsung held off on the 2nd batch of shipments to fix the internal sd problem, and bells excuse was all the phones were sold out, when really there was a huge backorder.
thanks for clarifiying bud. I do mean Repair. I have the receipt and everything from the folks who bought the phone, the only problem is the receipt is not in MY name. however, i tried contacting the people who had orginally purchased the phone and they wont do anything for me. They dont speak english. So i am going today to argue with the manager of Bell at my mall and tell him that this is straight up bs. Becuase i have all of the required information, the account cancelled their service and got a new phone...ugh its just such a tight situation.
** as for the petition, if you would like your names on it, please inbox me Name, City, and COuntry you are residing in and i will add it. Thanks

I don't know how these things work in Canada, but in Australia a petition is really not going to sway a legal argument. In fact it could prejudice a case, in some circumstances.
I suggest you take the matter up with Bell again. Then talk to Consumer Affairs yourself.
Shouldn't Samsung be your point of contact BTW? I would assume since you have no contract with Bell they should be absolved of any responsibility to service your phone.
In this case the manufacturer would be the people to contact. In 95% of the things I buy have a manufacturers warranty, not a retailers.
I wish you luck, but you really should pursue this on a private basis. If things don't work out then post up your experience. If the do work out then post up how you got around it.
BTW people don't give out your name and location to anybody on the net. I know Jark99 is 95% likel,y to be a nice chap, but giving out details like that is a bit silly.

householddog said:
I don't know how these things work in Canada, but in Australia a petition is really not going to sway a legal argument. In fact it could prejudice a case, in some circumstances.
I suggest you take the matter up with Bell again. Then talk to Consumer Affairs yourself.
Shouldn't Samsung be your point of contact BTW? I would assume since you have no contract with Bell they should be absolved of any responsibility to service your phone.
In this case the manufacturer would be the people to contact. In 95% of the things I buy have a manufacturers warranty, not a retailers.
I wish you luck, but you really should pursue this on a private basis. If things don't work out then post up your experience. If the do work out then post up how you got around it.
BTW people don't give out your name and location to anybody on the net. I know Jark99 is 95% likel,y to be a nice chap, but giving out details like that is a bit silly.
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haha sorry about the "names" thing. I should have suspected that, i just wanted to make sure that we had a legit petition to force a class action law suit.
As for the manufacturers warranty, Apparently Samsung goes through Bell. But NOT really. Bell goes through a intermediary called Futuretec Solutions located in Toronto, Ontario. I have called samsung canada and they wont help me out at all. They keep saying "go to bell, go to bell." Well now im going to give bell a piece my mind, Bell is the only company to carry these phones, thus if there is a problem no one can go elsewhere. its bs. im pretty pissed off and going to show Bell that, yesterday i didnt, but today ill talk to the manager.

get the class action or whatever you guys are trying to do up and going already, and count me in
got 2 phones still waiting to be repaired but can't because they wont allow it without the invoice, even when we offered to pay for the repairs

Attention:
To all who have a internal sd card error and have bought the phone around the release date or afterwards. If you dont have a orginal receipt, go to bell and try to find a service rep who looks kind of new. From there tell them you dont have the receipt and need they might be able to print you out one. I got mine printed out and i went to another Bell Store to get mine sent out even though the phone was NOT under my name. I think the only way to get peoples phones fixed is talking to the right people.
I contacted the Ministry of consumer electronics AND telecommunications services to file a complaint, but i cannot as i am not a BELL member. If anyone is a Bell member and has a 2nd hand phone you can call them to file a complaint, and theyll act as a intermediary between you and Bell. ill keep updating this thread as i find information
Ministry of Telecommunications Service Complaints department:
1-888-221-1687
EDIT*
to those in ONtario this website claims to have fixed interal sd card errors
http://www.mtechservice.com/contacus.html

Count me in. Although mine's been fixed via a third party repair shop, i want my money back.

How do I trace a stolen phone by IMEI, and how to catch a thief

I sold a phone on Ebay to somebody in Cyprus.
The buyer claims he never received it and filed a claim, I lost 300 bucks and a mint HD2.
I found out the buyer now sold a similar phone on Ebay too, approx 3 or 4 weeks after I shipped mine. I was able to get my IMEI number from T-Mobile (very helpful, I was impressed).
Can I find out where my phone is ?
Buyer ID was " closedosier " now he changed to "gericy"
IMEI 357779030232175

Kinda sounds like they pulled a fast one on you and actually got the phone then sold it but told you they did not get the phone. Could T-Mobile not track it with the IMEI? I wish I knew of a definite way for you to track it via the IMEI. I did find this on Google though, here is the whole list Google pulled up. best of luck man.

Did you tell tmo to block the imei too while you were on with them? That's about all you can do, since its involving separate countries.the main prob with that is most countries have their own blacklists, so it may not do anything, but with a hint of luck the buyer gets it blocked and complains. You don't get it back but at least the seller loses out and gets a dodgy seller review.
Just gonna have to claim on your postal insurance, (please tell me you sent it "signed for",, if not,, well,, no comment)

TMobile cannot block it since it is not their phone anymore, I already asked, I have to file a Police Report.
I mailed it Priority with tracking, but it stops at when it leaves the USA, no tracking to Cyprus. Insurance was declined since USPS does not publicize well they don't have insurance for some countries, and guess what....Cyprus is one of them.
If the guy that bought the phone from by buyer/thief has actually my phone, I feel sorry for him too, he'll get a surprise very soon since the IMEI will be reported as stolen, and he'll get scammed.

Blimey, I think I'd go into the theft business too,, no proof of delivery?? Its a wonder anyone sends anything there at all!
All hail the British post office!

samsamuel said:
Blimey, I think I'd go into the theft business too,, no proof of delivery?? Its a wonder anyone sends anything there at all!
All hail the British post office!
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Yeah it sounds like the person that bought/stole the HD2 knew of the no tracking and knew they could get away with it. That sucks that a world wide company like USPS can not do anything else for you. I think you should press the matter with USPS myself.

T-Macgnolia said:
I think you should press the matter with USPS myself.
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definitely....

USPS cannot do anything since there is no tracking and no insurance, I already went this route.
My only alternative, now that I have an IMEI is to file a theft report with the police dept. here then I can open a case with FBI and IC3 which are federal agencies working on international frauds.
I won't see my money back, but at least the phone will be listed as stolen, IMEI on blacklist, and will never be able to be registered.
I just feel sorry for whoever bought the phone from my buyer/thief

I won't see my money back, but at least the phone will be listed as stolen, IMEI on blacklist, and will never be able to be registered.
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Shame those blacklists aren't global, if it goes outside of Europe/us it will probably work. Most stolen phones end up in Africa or the middle/far east where they couldn't care less.
As for the new buyer, did you email him to let him know to check the imei? (I already pointed him in the direction of this thread, fingers crossed it will black list and he'll complain about the seller.)

Next time be sure to inform the buyer that there is no insurance offered and no refunds. I've sold an hd2 to a similar place where insurance wasn't offered and made sure to tell him this.
It's not your fault if it gets lost in the mail. You sent it.
Also, if they didn't like it. You could have easily sold it to someone else.
Sent from my HD2 using XDA app

I found out the new Ebay ID for the guy is gericy
Beware of this person.
Apparently this guy does not know what the law is. Guess what, after I posted this thread on XDA he contacted me begging to remove, and claimed the fact that he "forgot" the claim, and he was "away" for a while.
He doesn't understand he broke the law and he should be punished. Try to rob a bank then when the cops find you return the money and say I'm sorry, you still go to jail. This is exactly what he did.
He refunded the money to me after making him reverse the neg feedback he left on Ebay, but then I found out he uses different IDs, probably to avoid consequences.
To all out there be careful if you buy anything from gericy

Cool, result!

samsamuel said:
Cool, result!
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Amen brother !! Don't underestimate the power of XDA !!!! It can catch thieves too.

Hah yea, shame it couldn't catch my burglar who took my xdaIIi and plasma telly. (tho it did get blocked so I assume it got thrown.)

AWESOME MAN!!!!
Glade you got your money back and keep pressing the issue. Dude should have to pay the consequences of his actions. Never under estimate the power of being persistence and the power of the internet.

Not sure you can do much other than what you already plan to do.
Also, I am not sure why would you risk sending your phone outside of US without the proof of delivery - $300 is $300 ... lot of money if you ask me...
Anyhow, best of luck and next time DO NOT SELL IT INTERNATIONALLY!

Unblock Desire HD

Ok, so as dodgy as this is going to sound to some people, its the truth....
I lost my DHD a few months back and got an insurance claim to replace the phone (thank god, id be lost without it)
So.... 2 days ago my friend was cleaning out their car and found it down the back of the seat (where they promised they had checked before) and gave it back to me.
I went to the shop where I filed the insurance claim (Carphone Warehouse) and tried to hand it back to them, they got the manager who said "This doesn't happen much, we can't take it back, just keep it"
But the phone is blocked, only from calls, it can still be used to access the Android Market etc. Is there any way around this block so I can sell/give it away.
P.S. I promise this isn't a lie and because I tried to give it back, I'm pretty sure its not illegal either.

There would be no legal way for you to unblock it as far as I know, they lock the phone out with it's IMEI number.

sjta3b said:
Ok, so as dodgy as this is going to sound to some people, its the truth....
I lost my DHD a few months back and got an insurance claim to replace the phone (thank god, id be lost without it)
So.... 2 days ago my friend was cleaning out their car and found it down the back of the seat (where they promised they had checked before) and gave it back to me.
I went to the shop where I filed the insurance claim (Carphone Warehouse) and tried to hand it back to them, they got the manager who said "This doesn't happen much, we can't take it back, just keep it"
But the phone is blocked, only from calls, it can still be used to access the Android Market etc. Is there any way around this block so I can sell/give it away.
P.S. I promise this isn't a lie and because I tried to give it back, I'm pretty sure its not illegal either.
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It has nothing to do with carphone warehouse, if you return the device to working order, you will be defrauding there insurance company! Imo you should just throw it away.
Sent from my R800i using Tapatalk

shakadamus is correct. Once blocked they cannot be legally unblocked.
I'm pretty sure it would be blocked to most of Western Europe now as well, as databases are now shared.
EDIT: Read your insurance documentation, I'm pretty sure it will mention "if you find your phone, return it to us, as legally we now own it" or words to that effect.

My phone stopped working around New Year, after many weeks of new SIM's, sending for repairs etc it turned out that someone else had lost their phone, but T-Mobile blocked MY IMEI number. Although it was their mistake it took several weeks to get them to reactivate the phone, so it can be done, but it was not straight forward. As the insurance company has already paid out on your handset, they might not even entertain reactivating it, but it's worth a go, you have nothing to lose in trying.

Keep it for spare battery and covers/other parts
It would be a loss to just throw it away not to mention stupid.
If WIFI still works and they don't wanna take it back maybe you could still sell it or use it for urself.

Thanks for the advice guys, ill ring the insurance company in the morning to see what they say, other than that, ill probably just keep the battery and chuck the handset, no1 is going to pay anything for a blocked phone and it really is no use to me at all.

if the insurance company say you can keep it, just stick it on ebay or something, as long as you are clear that it is a black listed handset you should have no problems, you might be surprised a what some people will pay for some things on there.

sjta3b said:
Thanks for the advice guys, ill ring the insurance company in the morning to see what they say, other than that, ill probably just keep the battery and chuck the handset, no1 is going to pay anything for a blocked phone and it really is no use to me at all.
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Click to collapse
That's what I'd do, I'd strip the covers, battery and even attempt to remove the main board from the unibody case then sell it all as spares, minus the main board.
EDIT: was missing the bolded key word

Throwing it away is pretty stupid lol, like the others said strip it for parts ..
Sent from my Desire HD using XDA App

sjta3b said:
Thanks for the advice guys, ill ring the insurance company in the morning to see what they say, other than that, ill probably just keep the battery and chuck the handset, no1 is going to pay anything for a blocked phone and it really is no use to me at all.
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Click to collapse
i will buy it off u mate.. would u sell it ?

If wifi etc works, use it as a mini laptop for around the house? *stirring*Or use it for all those times we have to put our DHD's on the charger!!!*stirring*

Hand it over to the Rom developers as a test rig ;-)
Sent from the powers of my mind, using the XDA App o_0

I will sell this to anyone who wants wants to buy it, contact me via PM if you're interested, but it would have to go on ebay for safety/security reasons, I wouldnt sell via a forum (im sure its against the rules too).
Or if anyone can find me a high profile dev who will put it to good use they're more than welcome to it, tell them to contact me again via PM.
I live in the UK so would rather post it to someone not too far from the UK or Ireland, esp if its a dev as I wont be asking money.

I would buy it, if I know its not locked on my operator. But I don't have money right now.
Sent from my Desire HD using XDA Premium App

My rant.

As a few of you know I broke my phone a couple of weeks back. And I'm at the point now where I have decided that I need a thread to ***** and moan about my insurance company.
They received my phone on the 21st of June and took my excess and told me the turn around time was 10 days. So day 10 I call up to find out what is going on.
Because the insurers haven't got heard from the repair centre they will automatically send me a replacement. Call today and they don't have a replacement available so will spend the next 5 days looking for one. If they can't find one they will look at a different handset.
This has me worried, I do not under any circumstances want a phone without a hardware keyboard, obviously it needs to be android and must be rootable and have good dev support. I would be interested if anyone can recommend a handset apart from the G2/DZ that fulfills these requirements.
Also using there timeframe the worst case scenario is that the total time I could be without my phone is a month. Which I consider unacceptable given that I pay £10p/m for what is supposed to be one of the best products available in the UK. And I say that because I have to sell this product as a part of my job.
It's a joke.
Feel free to sympathise with me or ***** and moan about your experiences with insurance company's.
Sent from my LG-P990 using XDA Premium App

I dont really have no recommendations for ya (sorry), but i hear ya i would be upset too.

Check this list
Other than that... You could get an Iphone and buy a Slider Keyboard case

File a complaint...
Sent from my HTC Vision using XDA App

dumraden said:
Check this list
Other than that... You could get an Iphone and buy a Slider Keyboard case
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Click to collapse
LOL! iPhone, your funny But seriously its a good list of phones, but Sony is out of the question, I like some Motorola handsets but do any of them have unlocked bootloaders? And a lot of them handsets are not available in the UK
hgmarcia said:
File a complaint...
Sent from my HTC Vision using XDA App
Click to expand...
Click to collapse
Have every intention of it, I'm in the process of drafting a letter of complaint

Feel your pain...
When my previous phone (HTC Kaiser) went bad and had to be sent in for warranty repair, I was resigned to going back to my stupid dumb-phone for three weeks and I almost went crazy.
If something were to happen to my Desire Z, I'd be seriously tempted to buy a new one with over-night shipping (no decent phone stores around here), then send the other in for service. I'd just keep the old repaired one for a spare, or sell it.

soory to hear that cj.
Hopefully your insurance company gets their crap together and gets you a replacement asap. Have you ever thought of calling them with a direct threat thatyou will file a complaint to whatever governing department about their incompetency?I can't see how hard it can be to get a replacement for you. FFS they could've easily bought you a new one and send it toyou rather than wasting time trying to find a refurbished unit.

I heard someone once say that insurance is like making a bet that something bad might happen, but seems like you didn't even get a payout when something did happen! £10pm? Sounds like a ripoff.
In your letter of complaint, you can drop in that if they continue not to honour their contract with you, you will take this up with the Financial Ombudsman Service. More info about them here: http://www.moneysavingexpert.com/reclaim/fight-back-fos
The Financial Ombudsman Service website itself also has advice on how to handle complaining before you refer to them:
http://www.financial-ombudsman.org.uk/faq/answers/complaints_a1.html#1
Good luck!

monomer888 said:
I heard someone once say that insurance is like making a bet that something bad might happen, but seems like you didn't even get a payout when something did happen! £10pm? Sounds like a ripoff.
In your letter of complaint, you can drop in that if they continue not to honour their contract with you, you will take this up with the Financial Ombudsman Service. More info about them here: http://www.moneysavingexpert.com/reclaim/fight-back-fos
The Financial Ombudsman Service website itself also has advice on how to handle complaining before you refer to them:
http://www.financial-ombudsman.org.uk/faq/answers/complaints_a1.html#1
Good luck!
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Cheers for the links. I have decided to give them until Tuesday before I start going down the the root of making a complaint. If they are unable to offer me suitable replacement handset on Tuesday, I then intend to make a complaint.
I do have another card up my sleeve and its not one that I wanted to play but I may consider it. I work for the UK's second largest mobile phone retailer* and as such the insurance product I have is also the one that I have to sell on a day to day basis. We have it drummed in to our heads that this is one of the best products in country in terms of value for money and the level of cover that it offers.So how am I supposed to sell this supposedly fantastic product when my experience with it has be about the terrible. I am an honest person and do tell things as they are and in all good faith I could not recommended this insurance product given my poor experience with it.
So I'm wondering if I don't get the desired outcome on Tuesday should I tell them this and would it actually help? My guess is no but it is another thing for me to consider
*I wont mention the name but its the company where I work, but we are perceived as wide boys and con men and we have really bad TV advertising. Anyone in the UK should know who I mean

I have just finished writing my letter of complaint. For some reason though I had been locked out of my online account so was unable retrieve my policy id and my claim number. So I called them up and got a surprise. A new handset is on its way to me, i should have it by the end of the week

cjward23 said:
I have just finished writing my letter of complaint. For some reason though I had been locked out of my online account so was unable retrieve my policy id and my claim number. So I called them up and got a surprise. A new handset is on its way to me, i should have it by the end of the week
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Result!
Glad they finally moved on this.

Received my replacement handset today. Got it rooted and virtuous unity running. Wife calls me, volume is on loud but no sound comes out the speaker. Try some music and nothing.
Also the information label under the battery was almost falling off, the void sticker was missing and all of the visible screws looked like they had been unscrewed with an axe.
I now have to wait for a courier to collect the broken phone and wait for them to ship me another replacement.
Sent from my LG-P990 using XDA Premium App

Oh no. Giving you a damaged refurb is totally unprofessional. Words fail me.
Hope you get better luck with the next one, but keep that letter handy...

personally, i think this company needs a kick in the you know where.
I say give them 1 last chance for the 2nd replacement phone. if it's as craptastic as the first one, then send in the letter.
or you can play "super pissed off customer" and demand a brand new one for their incompetence

you can try the tmobile my touch 4g slide.

evilcuber said:
you can try the tmobile my touch 4g slide.
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Not available in the UK.
I'm really pissed off. I wish I had checked that it was all working before I rooted. There is an hour I will never get back.
But I'm definitely writing to them now. The chances of me getting a phone this week are minimal. And a month without a phone is unacceptable.
And I'm really really bored with without it
Sent from a phone that is not a HTC Desire Z

Broken phone has now been collected. And letter of complaint has been sent.
Thanks everyone for the support and advice.
Sent from a phone that is not a HTC Desire Z

I have had a horrible problem with HTC. My new desire z broke after 2 days of me having it. I sent it off to get repaired. When it came back it was scratched and dented so I complained. They agreed to replace the parts to say sorry. But it has been 5 weeks since I sent the phone to them and I still do not have it. This is because they have changed repair centers they said. It isn't good enough so after a lot of moaning they are sending me and incredible s which is good as I am not bothered about a hardware QWERTY. Still not good enough from HTC.

how did you even break the phone in 2 days? It sounds like you abused it somehow.

cjward23 said:
Received my replacement handset today. Got it rooted and virtuous unity running. Wife calls me, volume is on loud but no sound comes out the speaker. Try some music and nothing.
Also the information label under the battery was almost falling off, the void sticker was missing and all of the visible screws looked like they had been unscrewed with an axe.
I now have to wait for a courier to collect the broken phone and wait for them to ship me another replacement.
Sent from my LG-P990 using XDA Premium App
Click to expand...
Click to collapse
That sucks
Sent from my HTC Vision using XDA App