Faulty Handset

1. What can I do if my handset is faulty?

If you have a handset that appears to be malfunctioning please contact our Technical Support Team on 0870 458 4480. They are open Monday to Friday 9am to 6pm and Saturdays between 10am and 6pm.

If you are experiencing difficulties using your handset, or it has developed a fault, then our Technical Support Team will be able to assist you. Our Technical Support Team are experienced technical advisors who can assist with any of the following:

• Faulty Handsets
• Handset functionality
• Bluetooth connectivity
• Picture messaging (MMS) set up
• GPRS set up: i.e. e-mail, data queries
• Handset performance / coverage issues
• If handset is faulty and over 28 days old they will advise of best repair solution.

Note: If your handset has not yet been connected please view our connection section of the help pages for further assistance

2. Where can I get my handset repaired?

The manufacturer gives you a 12-month warranty with each handset. This warranty entitles you to the free repair of any fault that develops as a result of the way in which the phone was produced or manufactured.

By purchasing through us, you will have access to over 50 walk-in Express Repair Centres across the UK. Their engineers endeavour to repair mobile phones on site the same day. If the fault is more complicated, the phone may need to be sent to our central repair workshop or the manufacturer.

Other repair services that we can offer by visiting these Centres include:

• Free Standby Phone Service so you can stay connected while your phone is repaired. A deposit will apply.
• Free return of your phone if it is beyond repair - believe it or not most people will charge you for this!
• Free quotation in store for any chargeable repairs e.g. if your phone is outside the warranty period or if it has been damaged
• Free 90 day parts and labour guarantee (in addition to any remaining warranty)

The locations:

3. What is the 7-day peace of mind guarantee?

If you are unhappy with your handset because it appears to be malfunctioning then please contact our Dedicated Technical Support Team on 0870 458 4480.

If you are unhappy with your handset for any other reason you may return it to us within 7 days of receipt. To do this you must request a Returns Transaction Reference from our Customer Services Team by contacting us on 0871 222 55 22 and then selecting the correct option.

Once you have been given this reference you must re-package your phone ensuring that the phone is in pristine condition along with all original items. Please ensure that the package is then wrapped in brown paper (to conceal the contents as mobile phones are highly targeted items) and returned by Royal Mail Special Delivery (you will need to visit your local post office for this service) to the address below. Please note that you will bear the cost of returning the items by Special Delivery to e2save.com.

The reason for using Royal Mail's Special Delivery service is that you are protected through their insurance should the phone go missing in the post. Any other method of return does not guarantee this and therefore is not acceptable. Please note: If you have used any other method and the phone is subsequently lost you will be liable for a charge of up to £250.00 to cover the cost of the lost/stolen phone.

Please note: We will make a charge for any items (if supplied) missing from the original box as follows:

• Leather case £5.00
• In-car charger £5.00
• Personal Handsfree £5.00
• Phone book manual £15.00
• Manufacturer Handsfree £20.00
• Battery £20.00
• Main Charger £20.00
• Data Cable £25.00
• CD ROM £25.00
• Bluetooth headset £30.00

Please note: You are liable for any calls made whilst the phone was in your possession. You will also be liable for a pro-rata line rental cost for the period of time that the phone was in your possession. The charges will be taken by direct debit directly by the relevant network operator.

Once we have received the item(s) and they are in pristine condition we will then proceed to cancel the account for you. The customer then must return the phone by Special Delivery to:

Online Returns, Transaction Ref: xxxxxxxx, CPW Logistics Centre, Bilston Road, Wednesbury, West Midlands, WS10 7JN

4. My MMS on my Orange K750i/W800i isn't working

Settings for MMS on these handsets will need to be activated once you receive your phone. Once your phone is activated go to the Sony Ericsson website: www.sonyericsson.co.uk . Once on the site click on the "Support", button and then on "UK". Choose "Phone Set Up", from the menu. Enter either "K750i" or "W800I" in the Product Finder and simply follow the online instructions.

We have a fantastic team that are all committed to providing you with the best possible customer experience. If you feel that this has not been the case or if you have any positive feedback, then we would be delighted to hear from you. Please contact us!

Thanks ever so much for choosing MobilePhonesNow.co.uk and we look forward to being of service to you in the future.

Many Thanks,

The MobilePhonesNow.co.uk Team

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