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Ofcom says mobile contracts should ditch inflation-related price rises

Ofcom says mobile contracts should ditch inflation-related price rises

UK telecoms regulator Ofcom wants to ban inflation-related rises in phone and broadband contracts. Instead, it says any potential mid-contract price rises should be set out in pounds and pence.
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Global smartphone market is set for recovery, says new forecast

A new forecast from research specialists Canalys shows the smartphone market is set to recover next year. Worldwide shipments declined by 12% last year but that decline is expected to slow to 5% this year.
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Vodafone and Three plan to merge their UK businesses

Vodafone and Three plan to merge their UK businesses

New Hutchison/Vodafone network would be biggest UK operator

Vodafone Group plc and CK Hutchison Group Telecom Holdings Limited have agreed to combine their UK telecommunication businesses, respectively Vodafone UK and Three UK. The merger will create a large new network operator to compete with Virgin Media O2 and EE.
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UK mobile payment service Paym to close in March 2023

UK mobile payment service Paym will close on 7th March 2023. The service, which allowed users to make and receive payments using their mobile phone numbers, was launched in 2014.
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Qualcomm legal action moves forward in the UK

Qualcomm legal action moves forward in the UK

Which? seeks payout for Samsung and Apple smartphone owners

Consumer protection organisation Which? has been given permission by the UK's Competition Appeal Tribunal to represent Apple and Samsung smartphone buyers in a legal case against chip manufacturer Qualcomm.
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Opinion Articles

Thursday, September 18, 2014

The HTC One pink/purple camera saga: part 2

Mark Bridge feels marooned by a high-street mobile phone retailer

Mark Bridge writes:

Well, I wasn't expecting that.

Here's what happened. Following my online rant about the customer service I'd received when I suffered a problem with my HTC One, I wrote to Carphone Warehouse.

This was, I felt, pretty straightforward.

I explained the problem, reminded the company of its legal obligation and asked them to fix the phone. Next, I checked on the company website and sent my letter by recorded delivery to the address for "any complaint that's not about insurance": PO Box 375 in Southampton.

And then I sat and waited for an answer. And I waited. And waited.

After a couple of weeks, I'd heard nothing. Very disappointing. I checked the Royal Mail website to see if my letter had been delivered. Yup. Signed for by Ray.

So I prepared my legal case against Carphone Warehouse. I wasn't naive enough to expect a brand new phone after a year... but I did expect the camera to be fixed. I needed to know how much to claim, which meant finding out how much HTC would charge me.

The simplest way, I thought, was to phone HTC's customer service number. The person who answered my call was familiar with the problem - not a common thing, he said, but he'd had a few - and told me it would be covered by the manufacturer's warranty as long as there was no sign of misuse.

I asked how long the warranty lasted, expecting the answer to be 12 months. "Two years", I was told. What? Yes, two years. And a courier could collect my phone tomorrow, if that was okay.

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Sure enough, a courier collected my phone as promised. A week later my phone returned. Fixed.

Did I discover what actually caused the HTC One purple camera problem? No, although the 'overheating' theory seems plausible. Did I ever get an answer from Carphone Warehouse. No. Over a month later, I'm still waiting. That's very disappointing. Would I recommend HTC? Based on their product and their customer service, I definitely would.

And yes, I could have contacted HTC first and not had the hassle with Carphone Warehouse. I wouldn't even have minded if the Carphone sales advisor had told me to contact HTC because they'd fix my phone for nothing. Instead, I'm feeling let down by my chosen retailer. I think they've let HTC down, too.

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3 comments on article "The HTC One pink/purple camera saga: part 2"

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Marius

10/18/2014 11:34 PM

Hello,

I have a similar problem with my phone. Did they send you a new one or did they just fix the camera?


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Mark

10/20/2014 8:45 PM

They just fixed the camera. The phone was over a year old, so I didn't expect it to be replaced with a new one.


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Fiona

10/28/2014 1:19 PM

Thanks for this useful article. I have the very same problem with my HTC One that I bought in March this year. It is currently with Carphone Warehouse for repair. However, tracking the repair online I've discovered that they can't repair it and I'm just waiting for a phone call from CPW to tell me I can come and collect it. I'm trying to predict what they're going to tell me so that I can prepare my defence. I'm going to stand my ground and bring all my assertiveness skills to the fore but if all else fails it looks like I have a fall-back position with HTC. Watch this space.......

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Recent Podcasts

Reviewing our 2015 mobile industry predictions... and looking forward to 2016

Podcast - 15th January 2016

Iain Graham, James Rosewell and Mark Bridge return to review their mobile industry predictions from last year. Which mergers, partnerships and developments did they forecast correctly... and which didn’t work out as planned?

Later in the programme, the team anticipates some of the topics that will be hitting the headlines during 2016.

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Podcast from Mobile World Congress 2015

Podcast - 6th March 2015

Mark Bridge learns about the mobile technology trends at Mobile World Congress 2015 by chatting to James Rosewell of 51Degrees, Dr Kevin Curran from the IEEE and Chris Millington of Doro.

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Looking back at February: from security scares to multiple MVNOs

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We're taking a look back at the biggest mobile industry news stories from February 2015, including allegations that the UK's security service tried to breach SIM card security by hacking into one of the world's biggest SIM producers.

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Interview with Chris Millington of Doro about mobile retailing, wearables and technology for older consumers

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A month of mobile: O2 counts on 3, Microsoft counts to 10 and Apple counts its profits

Podcast - 30th January 2015

We're back with a month of mobile industry news, including takeover talks and takeover rumours. O2 and Three are said to be discussing a merger... but is there any truth in the suggestions that BlackBerry could be up for grabs?

We also discuss Apple's record-breaking quarterly figures, the highlights of CES and the launch of Microsoft Windows 10, as well as saying farewell to the current version of Google Glass.

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