Case Studies - Customer Service

Mobile phone contracts

About 18 months after a customer bought a mobile phone, on a two-year contract, it started playing up

She was advised that, as the phone only had a one-year guarantee, she would have to pay a bond to have the problem investigated. The customer didn’t think this was fair as she would have expected the phone to last for at least the length of the contract term, and believed the phone should have been replaced or repaired at no cost. She was confident that she had not misused her phone by treating it roughly.

 TDR contacted the provider who, after investigating, agreed to send the phone for assessment at no cost to the customer.