HTC One faulty - My rights?

[Anonymous]

Hi guys,

Just looking for some advice here. Here's the situation.

On the 19th January I picked up an Xperia Z1 on an O2 Refresh tariff. It had to go back to the store a day later because the screen was extremely yellow and was basically faulty. (It worsened as the day went on)

On the 20th I returned to the store and decided to opt for a different handset entirely. This time a HTC One. 

All was well for around a week, until the camera gradually developed a nasty fault.

As you can see here. http://i.imgur.com/GSPSvqG.jpg and http://i.imgur.com/lvoOs3f.jpg

A lot of my pictures have a nasty purple tint in them. Black and white surface to highlight the issue.

I called the store and asked about swapping the handset over again this coming Saturday. (1st February) and by my calculation that is exactly 14 days.

They claim that because I have already had one exchange, the till may not allow them to process another and I would have to contact HTC. Well I did that, and they are offering a refurb, which I have refused. Not having a refurb for a 2 week old phone.

The policy states; "If there’s a fault with your purchase 

In the first 14 days: we’ll either give you a replacement or your money back. You’ll need proof of purchase, all the original parts, any accessories or free gifts and if available, packaging. "

I want to return the handset and cancel the whole thing, I am done with mobile phones for now. Will live without one and everyone who wants to contact me, can send me an email. 

How can the store clearly not understand their own policy? Am I in the wrong here??

[Anonymous]

No you are not in the wrong and they should take the phone back as faulty it's within 14 days the fact that you already had a swap means nothing if that was a faulty handset don't let them push you around insist and they have no right to tell you to go to HTC O2 is the retailer here and their goods are faulty

[Anonymous · Accepted solution]

Hi,

Go back to the shop you visited in the first place and ask to speak to the manager if the front line staff cannot help.

Take any and all paperwork / id with you just in case.

Make sure you take everything that came with the handset too.

Please let us knoe how you get on.

[MI5]

Setting the camera iso setting to 100 is supposed to fix it.

[Anonymous]

It does indeed. But that isn't a fix.

Can't really use ISO 100 indoors. Outdoors there isn't really an issue. Any lighting indoors and it falls over. 

My other half has a HTC One from near release date and she doesn't have this problem.

[MI5]

Yeah, it is a known problem for SOME handsets only, I was just giving you a workaround until HTC fix it (academic if you are taking the phone back but might help others).
Some other forums mention it's only a problem if the camera module is warm and if taking photos immediately after turning on phone they are OK but deteriorate as the phone warms up.....?

[Anonymous]

Let us know how you get on push for your rights

[Anonymous]

That is exactly how it is.

If the phone has been sat there for awhile doing nothing and I pick it up to take a pic, it is still tinted but not too badly. 

If the screen has been on for a short while and I have looked on the web or even just sent a text, any lighter shades in the picture are basically pinky purple. 

[Anonymous]

Well, that is interesting.

Went back to the store and they were fine in replacing it. After the debacle with the HTC One and the fact they are now manufactuered with poorer quality sensors, I have decided I want to change to a different handset entirely. 

I was then informed that is not possible and it would have to be the same model.

I then pointed out the terms and conditions on the O2 site, and they say these do not apply to instore purchases. There is nothing on the site which specifies this.

Besides, my issue is with " O2 " as an entity and the policy they have highlighted in the public domain.

After showing him the site he agreed to make an exception and help me out. 

They brought the new handset out from the back of the store, put it on the counter and then proceeded to go through the process of exchange.

Well.... "Computer said no" , it would not allow them to do it because it was outside of the 7 day cool off and they have no policy programmed into the IT to account for such a scenario.

They called through to someone else and it now needed to be emailed to the area manager for verification and wait for a reply from them before the op centre staff can cancel down the credit agreement and start from scratch.

I offered to pay for the new phone in full with a credit card and just keep the tariff agreement going, it doesn't even cater for that. 

I'm now sat waiting for a call back, then I have to trawl back to town on a half an hour bus ride and hope this is finally resolved.

If they don't call back today, I will take the handset back to the store... stick it on the counter, cancel the direct debit and await my day in court.

It's a shame because eventually the manager and staff in the store were helpful, just the beaucratic nonsense that has got in the way.

[Anonymous]

It's stupid isn't it they should be geared up for things like this it's not like they are a small company the store manager should be able to override it what's the point in being a manager let us know how it goes mate