Pricewatch: Readers’ queries
A long-running problem with a faulty iPhone is finally resolved to the customer’s satisfaction
Broken iPhone: some texts would say ‘sent’ but never arrived while others would say ‘not sent’ and would then arrive
The long and winding road to get a phone fixed
A reader called Niall bought his 17-year old daughter an iPhone 4S in November 2012 at the 3 Mobile shop on Patrick Street in Cork, after which she moved to that network. At the end of the October this year, she was having trouble sending and receiving texts. Some would say “sent” but never arrived while others would say “not sent” and would then arrive. The upshot was that she could not trust the system.
“She called in to the 3 store and was told that upgrading from iOS6 to iOS7 would solve the problem. She did so, and after a week things were still not right,” he writes. Then Niall called into the shop on November 11th and explained what had happened.
“I told the woman in the shop that on checking my records over the weekend I had found that the previous Friday had been the one-year deadline so the warranty had expired. I was told that there should be some leeway and that they’d send it off and ‘see what happens but it should be okay – it’s only a few days over’.”
So far, so good. His daughter brought the phone in to the 3 store on November 15th having been away that week. She signed the paperwork and was asked for an alternative number, so she gave her mother’s.
The following Tuesday she got a text message stating that the phone had been received by the repair company, Fonemenders. Then, two days later, she got a text that read: “Unfortunately your device is not covered by warranty. Estimated cost of repair is €200. Please contact us for confirmation to proceed with the repair.”
A number of calls came through, which she could not answer as she was at school. She forwarded the text asking for the money to her dad. He called Fonemenders but only got through to voicemail, so he called the 3 support line. They could not help him, “as I was not the registered owner, but they said they would talk to me if my daughter gave them verbal authorisation. As soon as I got home we called 3 again, gave the authorisation and explained that the phone had been returned to 3 for repairs under warranty but was now incurring a charge. After 20 minutes they said they could not help me. I asked that the conversation and my dissatisfaction be noted on the file.”
Again Niall called to the 3 store and reminded them of the assurances they had given about the warranty. “The woman I had been speaking to responded by saying the phone was out of warranty. I asked for a manager, who was of the same opinion. I asked for a contact with more authority and was told I couldn’t be given that information.”