Upset faulty reconditioned iPhone

tracylynton

I brought a iPhone for my mum it was a gift so not given for a while(about a month). We gave it to her after the initial set and we then found that the ear speaker not working. The power socket was dodgy and the headphone socket didn’t work. I corresponded with an agent who said send it back for repair. I said that it’s not a repair it faulty and was not checked properly. Anyway got back from holiday with my mum and sent it back. Got email today it’s not a warranty repair and to repair it will cost £200. I’m so upset this is not the service I have had off giffgaff. What do I do this is so upsetting for me and my mum

clikasarus

tracylynton
Welcome to giffgaff and the community unfortunately you only get a 21 day no quibble return on any phone purchase from giffgaff this is if you just change your mind oh you’re found a fault

Now the 21 days has elapsed the next point of call would be a repair by giffgaff so the only thing I can suggest is getting in touch with the agent again explaining the situation that it was a gift and this is why the 21 days had elapsed to see whether or not a little bit of leniency can be given on this occasion
i hope this is helpful

scrupps

Refurbished phones should still have a warranty on them. I would check what warranty it says you have with the phone on the paperwork/website when purchased. Then contact giffgaff and quite their warranty to them and ask for the phone to be either fixed under the warranty or replaced free of charge.

tracylynton

They say that is an out of warranty etc repair and I reported it as soon as we could which was originally 1/10/19 we where on holiday with my Mum on her 75 birthday so I could no sort until I got back. Omg what am I going to do I can’t afford the repair so will lose the phone. Got a bigger screen cause she can see it better. This phone was not checked before sending out it was dirty covered in black stuff and full of fluff in all the sockets. Stupid me didn’t check not fair really

bestw89

tracylynton
Check out this link. I think it may help your cause.
https://giffgaff.com/mobile-phones/refurbished?ggCampaign=ps-G_Brand_Handset_Sitelink&KWID=43700037321086707&ggCampaign=PS_G_Brand_BMM_Handset_Refurbished_All_Refurbished&gclsrc=aw.ds&&gclid=Cj0KCQjwrrXtBRCKARIsAMbU6bH9cZGNzYQNVv6hPHDrcUTJy02wS6_VE_663GZPvQAjTwTAwlR1vzUaArKREALw_wcB

i_am_sy

tracylynton

It's an out of warranty repair due to the phone being damaged rather than faulty. Given you haven't alerted giffgaff to this within the 30 days you have in affect accepted that the device was fine when you received it, and in normal cases it would be reasonably fair for giffgaff to make the conclusion that the damaged was done by yourself.

However saying that, I myself have seen a fair number of members report similar issues with iPhones to yourself (though in most cases they have reported it straight away and it's been sorted) I would say though that it is indeed very possible that your device was faulty when it arrived, and that on balance of the possibilities that it is giffgaff's responsibility to resolve this with you.

I've flagged your post so that it case be escalated for you, please keep an eye on your private messages as hopefully one of the giffgaff staff will get back to you.

tracylynton

It was a giffgaff recond phone ?

bestw89

i_am_sy
Yes, I think you are right, they are claiming that it's user damage, this wouldn't be covered by the warranty. It would be very difficult to prove that it was supplied in that condition. The best course of action would be for the OP to discuss the issues with an agent.
I would hope in the repairers report they would give an explanation as to why they are covering it under warranty

tracylynton

Just a cost and no details so really confused as one email to say recieved then minutes later another email to say out of warranty repair with just the cost. How could the 3 issue have been inspected so quickly

bestw89

tracylynton
Contact the repairs and dispute the out of warranty decision and request a detailed report. If you are not happy with their response, take it up with an agent.
I hope you are able to resolve this issue soon.

tracylynton

I received the phone after a big delay in the delivery on 29/08/19 and reported as issue on 01/10/19 so 34 days after found a fault. Hopefully will get it sorted

dez_d

Hi @tracylynton

I've just sent over a private discussion. when you are able could you reply. You can access the message here - https://community.giffgaff.com/u/tracylynton/byobu

Regards
Dez

tracylynton

Apparently the repair bill is for a broken screen that it didn’t have when I sent it back poor service very angry will never ever use giffgaff

i_am_sy

tracylynton

Did you see the PM from dez_d? Did the phones team get in touch with you to say that or was it the agent you had be contacting?

tracylynton

The agent replied saying the screen broken crap really crap I’m never using you company again

i_am_sy

tracylynton

Have you clicked here https://community.giffgaff.com/u/tracylynton/byobu and read the message Dez sent you?

tracylynton

After complaining to the agent and getting no where I complained to the complaints team who have agreed to fix the phone

mrjeeves

tracylynton Glad to hear you got somewhere! Complaining is always a good bet 😉

i_am_sy

tracylynton

Thanks for letting us know how you got on. Glad to hear it's being sorted, sorry that they didn't resolve it until you went through the complaints procedure, it is somthing that should have been dealt with right away.