Rights within Mobile Contract - Faulty device
Discussion
My wife's old P20 Pro's battery exploded about 9 weeks ago, it was 2 years out of contract so no big deal. She doesn't work, so to keep costs down for her I gave her my P30 Pro which was also a year out of contract. I called EE and just said I wanted to upgrade my sim only plan to include a phone - they went through how I use my phone and what for and they recommended an Oppo Find X3 Neo and the next day it was delivered.
About 5 weeks after getting it, it started to crash randomly, lock when rebooting and then require a factory reset to boot correctly. Battery life is poor even if charging is ridiculously quick, its useless when it can't last a few hours in the car streaming spotify for instance. I'm also disappointed with the camera quality and find its generally worse in most situations that the P30 Pro, certainly any dark scenes.
I called customer services when it started crashing and was told that as I was just out of the 30 day returns window but to send back to oppo for repair. Phone went away for 2 weeks which was an inconvenience, but back it came "fixed". Now it's started crashing again and the microphone has started crackling. Battery life is about 5 hours in what I would class as normal use.
Called EE yesterday and went through the diagnostics - "yep, sounds faulty, we'll get your phone collected and deliver you a loan phone for use for the few weeks it'll be away".
DPD duly turn up today without a loaner handset and the instruction to collect only.
I think the handset is fundamentally broken and not fit for purpose, I've had it 9 weeks and one day and it's broken more than any phone I've had previously. Before I call EE to try and fix this, do I have any rights to simply request a like for like replacement? terminate the contract? pay more for a different handset?
tl:dr - phone broken 9 weeks into contract, not fit for purpose, what are my rights/options
About 5 weeks after getting it, it started to crash randomly, lock when rebooting and then require a factory reset to boot correctly. Battery life is poor even if charging is ridiculously quick, its useless when it can't last a few hours in the car streaming spotify for instance. I'm also disappointed with the camera quality and find its generally worse in most situations that the P30 Pro, certainly any dark scenes.
I called customer services when it started crashing and was told that as I was just out of the 30 day returns window but to send back to oppo for repair. Phone went away for 2 weeks which was an inconvenience, but back it came "fixed". Now it's started crashing again and the microphone has started crackling. Battery life is about 5 hours in what I would class as normal use.
Called EE yesterday and went through the diagnostics - "yep, sounds faulty, we'll get your phone collected and deliver you a loan phone for use for the few weeks it'll be away".
DPD duly turn up today without a loaner handset and the instruction to collect only.
I think the handset is fundamentally broken and not fit for purpose, I've had it 9 weeks and one day and it's broken more than any phone I've had previously. Before I call EE to try and fix this, do I have any rights to simply request a like for like replacement? terminate the contract? pay more for a different handset?
tl:dr - phone broken 9 weeks into contract, not fit for purpose, what are my rights/options
Gassing Station | Computers, Gadgets & Stuff | Top of Page | What's New | My Stuff