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broken phone

tartanmac Avatar
2y, 3m agoPosted 2 years, 3 months ago
I have a contract with 3 and went into their shop to report my sony phone broken, they gave me sony phone number and said I would receive pre paid envelope to send phone to them and I wouldn't be covered if got lost in post unless I took out separate insurance, I thought as my contract was with 3 and they should have to repair it but was told no. are they right, any help gratefully received
tartanmac Avatar
2y, 3m agoPosted 2 years, 3 months ago
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banned#1
Unfortunately yes they are right unless you had insurance
#2
You need to find out who the company is that your insured with and contact them direct and they should deal with your claim
#3
You need to clarify here, did you break the phone through neglect or an accident or did the phone develop a fault on it's own accord?
#4
the phone has developed a fault, only works when connected to a charger, been looked after brilliantly, always had screen protector and hard case on,
#5
tartanmac
the phone has developed a fault, only works when connected to a charger, been looked after brilliantly, always had screen protector and hard case on,

The battery could possibly need replacing, can you change them?

Anyway, if you bought the phone from Three in a store then they are legally required to do all the running about for you, if you bought it online then you have to send the phone places, it is usually quicker to send to the manufacturer than the retailer in some cases, just send it special delivery which you should do with all phones anyway, hopefully it will be sorted.
#6
being legally required to do something and having a guy in a shop aware of their responsibilities and acting upon these for every customer are two very different things!!

go back in and have a word. the time since purchase is also critical, less than 6 months and the onus is on the supplier
banned#7
I would be interested to know who the courier is, as I am pretty sure you can't send any batteries legally thru the Royal Mail. As they have sent a prepaid envelope to you, they are accepting the liability for the return.
#8
damo1972
I would be interested to know who the courier is, as I am pretty sure you can't send any batteries legally thru the Royal Mail. As they have sent a prepaid envelope to you, they are accepting the liability for the return.

You can send batteries.
#9
damo1972
I would be interested to know who the courier is, as I am pretty sure you can't send any batteries legally thru the Royal Mail. As they have sent a prepaid envelope to you, they are accepting the liability for the return.

You can send batteries through RM, it either needs to be inside the device, or in its own sealed package inside the box and securely held so there is no chance of it moving around and short circuiting the terminals, you can have one battery in the device and a maximum of two extra batteries in the package. you also need to tell them at the post office when you send it and they will put a warning sticker on the package. There are also restrictions on the size and power of the batteries but a cellphone is way under.

http://www.royalmail.com/business/help-and-support/tell-me-about-restricted-goods
banned#10
mikey_d
damo1972
I would be interested to know who the courier is, as I am pretty sure you can't send any batteries legally thru the Royal Mail. As they have sent a prepaid envelope to you, they are accepting the liability for the return.

You can send batteries through RM, it either needs to be inside the device, or in its own sealed package inside the box and securely held so there is no chance of it moving around and short circuiting the terminals, you can have one battery in the device and a maximum of two extra batteries in the package. you also need to tell them at the post office when you send it and they will put a warning sticker on the package. There are also restrictions on the size and power of the batteries but a cellphone is way under.

http://www.royalmail.com/business/help-and-support/tell-me-about-restricted-goods
you obviously did not read before posting or have not understood what is on the royal mails site!
#11
damo1972
mikey_d
damo1972
I would be interested to know who the courier is, as I am pretty sure you can't send any batteries legally thru the Royal Mail. As they have sent a prepaid envelope to you, they are accepting the liability for the return.

You can send batteries through RM, it either needs to be inside the device, or in its own sealed package inside the box and securely held so there is no chance of it moving around and short circuiting the terminals, you can have one battery in the device and a maximum of two extra batteries in the package. you also need to tell them at the post office when you send it and they will put a warning sticker on the package. There are also restrictions on the size and power of the batteries but a cellphone is way under.

http://www.royalmail.com/business/help-and-support/tell-me-about-restricted-goods
you obviously did not read before posting or have not understood what is on the royal mails site!

I understood it perfectly, perhaps you should try reading it

"The equipment containing cells or batteries must be packed in strong rigid packaging and must be secured against movement within the outer packaging and packed to prevent accidental activation. The sender’s name and return address must be clearly visible on the outer packaging."

Whats not to understand?
#12
I always get informed by my post office that batteries or nail varnish are not allowed. He tends to use the nail varnish comment as a joke (even though it is not permitted) but it is starting to wear thin now. :(

Does Special Delivery allow some of these items? Are you allowed to send mobile phones (with battery) via Special Delivery?

Edited By: NEtech on Jun 28, 2014 20:21
#13
Doughnuts voting down show me where it says you cannot send batteries?
#14
mikey_d
damo1972
mikey_d
damo1972
I would be interested to know who the courier is, as I am pretty sure you can't send any batteries legally thru the Royal Mail. As they have sent a prepaid envelope to you, they are accepting the liability for the return.

You can send batteries through RM, it either needs to be inside the device, or in its own sealed package inside the box and securely held so there is no chance of it moving around and short circuiting the terminals, you can have one battery in the device and a maximum of two extra batteries in the package. you also need to tell them at the post office when you send it and they will put a warning sticker on the package. There are also restrictions on the size and power of the batteries but a cellphone is way under.

http://www.royalmail.com/business/help-and-support/tell-me-about-restricted-goods
you obviously did not read before posting or have not understood what is on the royal mails site!

I understood it perfectly, perhaps you should try reading it

"The equipment containing cells or batteries must be packed in strong rigid packaging and must be secured against movement within the outer packaging and packed to prevent accidental activation. The sender’s name and return address must be clearly visible on the outer packaging."

Whats not to understand?

I think the problem may have been that you linked to the business customer section.
#15
MR1123
Doughnuts voting down show me where it says you cannot send batteries?

It has large stickers on our post office window showing you what you can't send and batteries, nail varnish, solvents, etc are all included in this list of banned items.

Edited By: NEtech on Jun 28, 2014 20:24
#16
NEtech
mikey_d
damo1972
mikey_d
damo1972
I would be interested to know who the courier is, as I am pretty sure you can't send any batteries legally thru the Royal Mail. As they have sent a prepaid envelope to you, they are accepting the liability for the return.

You can send batteries through RM, it either needs to be inside the device, or in its own sealed package inside the box and securely held so there is no chance of it moving around and short circuiting the terminals, you can have one battery in the device and a maximum of two extra batteries in the package. you also need to tell them at the post office when you send it and they will put a warning sticker on the package. There are also restrictions on the size and power of the batteries but a cellphone is way under.

http://www.royalmail.com/business/help-and-support/tell-me-about-restricted-goods
you obviously did not read before posting or have not understood what is on the royal mails site!

I understood it perfectly, perhaps you should try reading it

"The equipment containing cells or batteries must be packed in strong rigid packaging and must be secured against movement within the outer packaging and packed to prevent accidental activation. The sender’s name and return address must be clearly visible on the outer packaging."

Whats not to understand?

I think the problem may have been that you linked to the business customer section.

Your right, it is the business section, this is from the personal customer section

http://www.royalmail.com/personal/help-and-support/Tell-me-about-Prohibited-Goods

Lithium ion/polymer/metal/alloy batteries are allowed when sent with or contained in/connected to an electronic device, but are subject to packaging, volume and quantity restrictions

Nail varnish, perfumes and aftershaves are allowed in the UK but subject to packaging, volume, quantity and labelling restrictions

admittedly the batteries are not allowed on their own, but as the OP would be sending the complete phone with battery this is permitted

Edited By: mikey_d on Jun 28, 2014 20:42
#17
Cool I will look into that because my local Post Master has a habit of asking if there is a battery or mobile phone in the package. He then goes on to joke about nail varnish every blumming time. Arrgh! Just let me send my parcel in peace dude!
#18
hi thnx for all the advice, will try once more in shop with different salesperson, phone only 7 months old and cant take battery out as it is sealed, sony experia t model, again thnx for all the help.

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