RacingGreen07
Topic Author
Posts: 211
Joined: Tue Oct 23, 2007 7:31 pm

Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 12:51 pm

Hi guys,

I'm just looking for some advice. I sent my phone in for repair about 2 months ago and when I sent it in they said it wouldn't take long. BUT ITS BEEN TWO MONTHS!

They keep saying to me they are waiting for parts and I keep getting the same old call centre operator who just doesn't give a damn! They know I'm a student which is why I guess they are taking their time and treating me like crap. They keep telling me they are waiting for parts, thats been the same story for two months! Sad It is a warranty repair.

This isn't the first time I have sent my phone to them! This is the third time!  Sad The other two times they FAILED to repair it! I'm just so stuck because I can't exactly argue with them can I? Because the parts thing isn't their fault. They say they have been waiting for parts since September! I'm just so angry with them and I must have rang them at least 30 times since they have had my phone!  worried 

I just have no where to turn and no where to ask for help. Please guys please help! Who do I talk to ?  frown .

Regards  Sad
A dream worth having is a dream worth pursuing- August Horch- Founder of Audi AG
 
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SOBHI51
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RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 12:55 pm

So after 2 bad experiences you still go back to them?
Buy a new low price phone, plenty of them around.Even some are free with a contract.
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sv2008
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Joined: Tue Aug 29, 2006 11:05 pm

RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 1:04 pm

Quoting SOBHI51 (Reply 1):
So after 2 bad experiences you still go back to them?

No, He said he sent it in twice for warrenty repair, and they didn't fix it.

What company is it? Is it a contract? pay as you go? did you buy the phone? what brand is it? whats wrong with it?


You can argue with them, but more on that when you post more informatiion.

[Edited 2008-02-03 05:05:08]
 
RacingGreen07
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Posts: 211
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RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 1:21 pm



Quoting SOBHI51 (Reply 1):
So after 2 bad experiences you still go back to them?

Thanks for the reply but it was a warranty repair and therefore it is free. Thats why I went back to them.

Quoting Sv2008 (Reply 2):
What company is it? Is it a contract? pay as you go? did you buy the phone? what brand is it? whats wrong with it?

Thanks for the swift reply, its an LG Phone. It is on pay as you go. I bought the phone from a friend who gave me the receipt because it had around 11 months under its warranty left.

However when they failed to repair it, it was eligible for a free repair under the repair centres warranty and not the manufacturers warranty. They say they are waiting for some parts for the phone. They weren't specific. The company is called SBE Ltd.

Look forward to your replies.

Many thanks again.
A dream worth having is a dream worth pursuing- August Horch- Founder of Audi AG
 
sv2008
Posts: 591
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RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 2:10 pm

In the UK the store you bought it from is responsible for fixing or replacing it, not the manfacturer. If they can't sort out the problem in a reasonable time they should provide a replacement.

I'd demand a replacement phone from the shop. It sounds like they've accepted the warrenty claim, so 2 months is long enough to wait.
 
Phoenix9
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RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 2:40 pm

You gotta tell them that they need to give you a new phone. Period.
They could really be waiting for parts or the other possibility is that they lost or fried your phone while repairing it and now making excuses until you give up. You gotta be stren with them and ask them for a replacement. Give them a weeks time to send it back or contact their headoffice and consumer protection agency.
Life only makes sense when you look at it backwards.
 
flashflyguy
Posts: 244
Joined: Mon Jan 01, 2007 6:35 pm

RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 3:33 pm



Quoting RacingGreen07 (Thread starter):
I just have no where to turn and no where to ask for help. Please guys please help! Who do I talk to ?

Don't you have like Consumer Affairs or similar in the UK, that you can report the company to and they'll hound them for you? Or give you advice on your rights. Alternatively, and this also seems to work miraculously over here, report them to a television current affairs program. Companies don't like having TV programs on their doorsteps... Big grin

Also, by reporting them to the relevant consumer authority you may find that you are one of quite a few people in the same boat with that company. Good luck.

Wouldn't hurt to try this either....

Quoting Sv2008 (Reply 4):
I'd demand a replacement phone from the shop. It sounds like they've accepted the warrenty claim, so 2 months is long enough to wait.

 
sv2008
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RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 3:42 pm

The store you bought it from is responsible for getting it fixed, or replaced. Don't let them tell you anything else, it is up to them alone.

They might be waiting for parts, but either way, it's simply not your problem.

I'd demand a replacement within 7 days. If they don't, report them.

Don't let them tell you it's the manufacturers fault. This might well be true, but THEY legally have to sort it at their own cost.
 
RacingGreen07
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Posts: 211
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RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 4:55 pm



Quoting Phoenix9 (Reply 5):
You gotta be stren with them and ask them for a replacement. Give them a weeks time to send it back or contact their headoffice and consumer protection agency.

On Monday I will demand for the phone to be back or demand a replacement.

Quoting FlashFlyGuy (Reply 6):
Don't you have like Consumer Affairs or similar in the UK

We do, its called Consumer Direct.

I think its worth paying them a call which I will do on Monday.

Can I threaten them with some sort of legal action or something ? :S. I'm just so damn confused.

Quoting Sv2008 (Reply 7):
They might be waiting for parts, but either way, it's simply not your problem.

Excellent point, its not my fault they don't have the parts, therefore why should I, the consumer, have to suffer?

Regards!
A dream worth having is a dream worth pursuing- August Horch- Founder of Audi AG
 
EvilForce
Posts: 974
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RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 5:08 pm



Quoting RacingGreen07 (Reply 8):
On Monday I will demand for the phone to be back or demand a replacement.

Stop talking to the boob at the call center. Ask to speak to her supervisor. If the supervisor doesn't give you the answer you are looking for, speak to the manager of the entire department.

Waiting 2 months is ridiculous. They owe you a phone, period. They can send you a refurbished phone that works of a similar quality, and then they can wait as long as they want to fix the stupid thing. I wouldn't have waited 2 weeks, much less two months.

A rule in customer service is to keep going up the chain of command until you get the answer you seek. The minute you hear "there is nothing I can do" from a customer service person, take your request up to the next level. There is no need to be nasty or raise your voice, but be firm. If your request is reasonable there is no reason to be shy to keep going up the chain of authority.

I had a major problem with a utility once. I was frustrated because no one would do what they promised. I had pages and pages in correspondence. I had spent probably 20 hours on hold, talking to people, re-explaining the story everytime, et...etc... I kept going up the chain, so far in fact I ended up calling the Executive Vice President of the company..... at home. I apologized for bothering him at home but said I simply didn't know what else to do. That if it was anything other than a utility which has a monopoly I'd have long ago just bought something else. That man was a saint. Morale of the story..... be persistent and no does not mean no because some call center employee said so.
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sv2008
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Joined: Tue Aug 29, 2006 11:05 pm

RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 5:08 pm



Quoting RacingGreen07 (Reply 8):

Can I threaten them with some sort of legal action or something ? :S. I'm just so damn confused.

Yes, you can make a claim through the small claims court, but it's a last resort.

Just be demanding, they should give you a replacement, becasue they have little choice.
 
RacingGreen07
Topic Author
Posts: 211
Joined: Tue Oct 23, 2007 7:31 pm

RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 5:19 pm



Quoting EvilForce (Reply 9):
If the supervisor doesn't give you the answer you are looking for, speak to the manager of the entire department.

I sometimes do ask for him and hes never in! What kind of supervisor is that? Not supervising his staff ?

Quoting EvilForce (Reply 9):
I ended up calling the Executive Vice President of the company..... at home.

Whoa! I wish I was persistent as you. Then I'd have my phone back now  Sad I'm just too much of a softy. And its my fault for being such a push-over. No doubt on Monday I will be persistent.

Quoting Sv2008 (Reply 10):

Yes, you can make a claim through the small claims court, but it's a last resort.

Is that expensive? I'm still a student  Sad. But I guess you gotta do what you gotta do. No doubt it is a last resort however.

Anyway guys, I have contacted Consumer Direct. I am really hoping they can help me out here.

Thank you ALL for your advice and help  Sad. Keep em' comming!

I'm actually relieved that the UK has Consumer Direct. It takes alot of weight off your shoulders. Lets just hope they can help me out.

Regards!
A dream worth having is a dream worth pursuing- August Horch- Founder of Audi AG
 
sv2008
Posts: 591
Joined: Tue Aug 29, 2006 11:05 pm

RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 5:25 pm



Quoting RacingGreen07 (Reply 11):


Is that expensive? I'm still a student . But I guess you gotta do what you gotta do. No doubt it is a last resort however.

When I used it, it cost £30. I think they might have changed the process though to discourage claims. It was fairly easy.
It took 5 months though to get my money.

It's all done through a website. You need to prove you've tried all othr options though. Whats the value of the phone?
 
RacingGreen07
Topic Author
Posts: 211
Joined: Tue Oct 23, 2007 7:31 pm

RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 5:31 pm



Quoting Sv2008 (Reply 12):
Whats the value of the phone?

Well right now its about £90 on some cheap websites.

Its an LG Shine.

Regards
A dream worth having is a dream worth pursuing- August Horch- Founder of Audi AG
 
sv2008
Posts: 591
Joined: Tue Aug 29, 2006 11:05 pm

RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 5:34 pm

Well you could probably claim for whatever you paid.
 
NoUFO
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RE: Urgent Consumer Advice Requested Please :(

Sun Feb 03, 2008 5:56 pm

Not sure about the law in the UK, but in Germany you could withdraw from the contract and claim your expenses back after setting a deadline (i.e. February 21st, 2008).

I'm sure there are consumer advice centers in your city.
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