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Are Game being reasonable?


The Undertaker
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Long Story short bought iPhone 6, 3 months from Game was second hand but Grade A condition, I have a 12 month warranty.

A few weeks ago realised Seri does not respond to me and also when making a call via WhatsApp the person on the other end can’t hear me.

Took it into Game today, explained the situation, the assistant took the mobile away for 20 minutes, came back and confirmed there is a fault with the phone.

I wanted a full refund or mobile exchange, however because there was a software update yesterday, they claim they cannot verify that the same problem would have occurred with the old version, they claim the new software version has a known problem and Apple should release a fix “soon” if the fix does not work they will than give me a full refund or a new phone.

Are they are just trying to fob me off? Seems like it! 

Accept I should have taken the mobile in earlier, however the problem was there with the old software as well.

Thoughts?

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Isn’t the 12 month warranty with Apple? If it is, take it to them and they will confirm the problem. If it’s a fault with the phone they will do a like for like swap there and then

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Sorry for a second post but you’re better off taking it to Apple anyway even if you’ve only got the 12 month warranty from Game as per buying electronics.

Apple will be able to tell you for sure if it’s software or hardware. If it’s software then, fair enough - wait for the update.

If it’s hardware, get them to put it in writing and take it back to Game.

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Just now, m_Cooper said:

Sorry for a second post but you’re better off taking it to Apple anyway even if you’ve only got the 12 month warranty from Game as per buying electronics.

Apple will be able to tell you for sure if it’s software or hardware. If it’s software then, fair enough - wait for the update.

If it’s hardware, get them to put it in writing and take it back to Game.

Thanks for the response, i just feel Game are being awkward and am thinking of calling them out on Twitter, that usually works, they hate bad publicity.

However will try the Apple route first.

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I'd suggest reflashing it, and if that fsils then you've done what you can. It is an issue with the latest version, but a reflash fixes it.
Make sure iTunes is latest version on your PC.
Back it up (make sure you have your photos).
Turn it off.
Hold down the home button, and with the button held down plug it in to the computer.
When iTunes says it has detected a phone in recovery mode tell it to recover or update and recover.
It'll take about an hour normally to download and install.
Once it's done just restore the backup from the PC or iCloud.
If it still doesn't work it is faulty.

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PS. Day job is fixing phones and computers. It's why I'll never have an iPhone or Samsung.

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5 minutes ago, Beaker said:

I'd suggest reflashing it, and if that fsils then you've done what you can. It is an issue with the latest version, but a reflash fixes it.
Make sure iTunes is latest version on your PC.
Back it up (make sure you have your photos).
Turn it off.
Hold down the home button, and with the button held down plug it in to the computer.
When iTunes says it has detected a phone in recovery mode tell it to recover or update and recover.
It'll take about an hour normally to download and install.
Once it's done just restore the backup from the PC or iCloud.
If it still doesn't work it is faulty.

When i went into Game, the assistant did exactly what you have suggested, it took around 20 minutes but could have been around 30 minutes because i never had the time close by. Anyway the assistant concluded it is faulty, but she said because  i installed the latest software yesterday, so they cannot verify if the old version would have had the same problem, the say it is a known issue with the new Ios software and Apple should be releasing a fix soon, if the fix does not work only than will they issue a refund. 

I definitely think Game are being awkward, might be time to notch up the pressure on them.

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I'd get it sent off for a new Microphone board on it. It's faulty, it needs fixing, replacing or refunding. Trading Standards hate GAME (at least round here), they may need a rocket up them.

Edited by David
Asterisked word sanitised
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So after 2 hours worth of arguments with the GAME manager, i have been offered a Grade A iPhone 6s, they did not have another iPhone 6 in stock.

Result? Now i am home, bit gutted i didn't barter a bit more <_< , a goodwill gesture may have been thrown in.

Edited by The Undertaker
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It's a free upgrade if nothing else. Though that is a bit poop on their part that you had to argue.

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19 hours ago, Beaker said:

PS. Day job is fixing phones and computers. It's why I'll never have an iPhone or Samsung.

Interesting. What Android phone would you recommend? 

I used to have iPhones but gave up with them about 5 years ago due to me forever having problems with iTunes, rather than the phone itself. I want a phone that works as a phone without the need to keep connecting it to a computer.

I switched to Samsungs but in 5 years I've been through about 7 phones as despite me not being anything other than a 'normal' user, i can't make one last 12 months without it breaking somehow. Which then produces the need to deal with 'Three' customer services, quite possibly the most frustrating people in the world.

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4 minutes ago, junior_7178 said:

Interesting. What Android phone would you recommend? 

I used to have iPhones but gave up with them about 5 years ago due to me forever having problems with iTunes, rather than the phone itself. I want a phone that works as a phone without the need to keep connecting it to a computer.

I switched to Samsungs but in 5 years I've been through about 7 phones as despite me not being anything other than a 'normal' user, i can't make one last 12 months without it breaking somehow. Which then produces the need to deal with 'Three' customer services, quite possibly the most frustrating people in the world.

If I were to buy another phone right now, I'd buy a OnePlus 5

https://oneplus.net/uk/5

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I got a Huawei P9 last time, great handset. I'd easily have another. Last handset was an LG, and again I'd be quite happy to buy again. LG just brought out the V30, and if I was buying now I'd go that way. These are also companies whose phones I rarely have to deal with despite them selling fairly well. I spend so much time helping people with Samsung handsets that have gone screwy that I've developed a dislike of them. iPhones are the only thing that rivals Samsung handsets for trying to fix.

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The thing is people buy iPhones because of the perception and tbf they are quality mobiles when they are working correctly.

Handsets from other providers might to the job, but they have no where near the PR  behind them.

Actual Apple shops are quite good as well and have fantastic reviews, buy a product direct from them and any issues they sort out straight away.

Might buy direct next time ;)

GAME are alright but they need a rocket up them when things go wrong.

Edited by David
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Yeah, the perception of quality is the thing. They're not bad handsets, but when they go wrong they do so in a massive way. Samsung need reflashing quite often. I did have an S3, and it was good once I'd flushed Cyanogenmod on to it. The default firmwares on Samsung are loaded down with junk, and it is normally the junk that causes the prpblems.

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