Anyone know about customer rights? Mobile phone broken after 4 months

[Nymphadora]

but they won't replace it because I don't have O2 insurance.

If you can prove when you purchased it (receipt or credit card/bank statement) and the fault is in the phone not because you say dropped it or anything then they should replace. Tell them you have bought something that wasn't fit for purpose. the o2 insurance has nothing to do with it as it's only months old

Thanks so they should really replace it if it is under warranty?

bump

How did it break? What is wrong with it?

no signal, and it says that the battery is alien (I've been watching too much DR Who cos that makes me )

Hmm. Possibly try a new battery in it.

Take it to the shop you got it from and tell them that the battery appears to be faulty. Take the proof with you like lapin said. They should give you a replacement battery, and see if that works.

Did you actually pay for the phone, or was it free on contract?

'free' with contract. The O2 shop has it on record that it is new(ish). The signal went but I could bring it back temporarily by removing the battery but after 3-4 times it started talking about aliens.

I think you should take it back. All this chat of aliens is bizarre.. maybe it is picking up signals from UFO's or something.

Seriously though, take it back, tell them it does not work and demand to have it fixed or replaced. You are entitled, and if they said you aren't without insurance, then you were talking to an idiot. Ask for the manager.

Thanks I was sure that they couldn't refuse as the insurance is for damage rather than breakdown?

Insurance has nothing to do with it. It's defective and you're entitled to a replacement or repair.

If they really are dicking you about, my husband is a Complaints Maestro and finds ringing the head of the company's Investor Relations department is usually the best way to get things done. They're usually just so surprised you've managed to find them that they agree to do whatever you want just to get rid of you. Our Avent steriliser broke after four months this week, there's no complaint or customer help number on their website but a firm call to Philips' IR department in Eindhoven has someone calling round to his office to collect it and give us our money back today.