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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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