new contract - refurbishef iphone keeps switching off

All iD phones, whether it be brand new or refurbished come with a 12 month warranty ​@Jayneynic 

Therefore I would suggest you pop down to you local Currys store. They can check the phone and start the warranty ball rolling. If they don’t want to get involved pop back on here and a member of staff should take this on for you.

Hi ​@Jayneynic

I’m sorry to hear this, how long have you had the device?

If under 1 month, please let us know.

If over 1 month, please visit your local Currys store or Apple directly.

Tom

I went into Curry’s, they had no idea why I’d gone there with a phone not bought via them, so were unable to help. 
 

what next? 
 

 I have a child with a new diagnosis of a health condition which means I need my phone on 24/7 

Hi, thanks for replying! 
 

oh don’t worry about the advice to go to the store.. I can easily do that.. it’s just I need to be contactable at all times when he’s at school or his dads. 
 

well the guy in curry’s was completely unaware of any connection with id mobile or that there should be an id mobile expert in store.  
 

My son is with me tonight and so he has a phone should mine really play up.. some days it only switches off twice other days, it’s all the bloomin time.  I’ll give the number a call, thank you so much for that! And for your reply! 
 

really appreciate it :-) 
 

Honestly ​@Jayneynic its no problem at all.

Phew thanks. And yes I totally understand you needing to be contactable at all times.

I am, as I said, still gobsmacked he didn’t know what to do. I’ve read on here that all Currys stores have an iD ‘expert’ in store. He only had to take a look, see its not right and start the ball rolling on the warranty. Even looking and making a call isn’t that hard (even though the guy I spoke to in Currys said iD only had one phone number for Currys to use to call them on🙄)

On the subject of Currys - I too popped into my local Currys last night and was a little perplexed by what I was being told. And one might question who trained him, or how lax the security aspect of our account seems to be. But it is concerning to say the least.

Let us know how you get on. I really can’t see how this is becoming so hard to resolve.

​@Daz_S 

well I wonder whether he just couldn’t be arsed to help out! Maybe he’s just Xmas staff who don’t care… spoken to Id mobile, I’m to pop back in to get it looked at.. I’ll be asking for the store manager who had better be of more help! 
 

going in Thursday so I’ll post back on here then! 
 

😊

I think you’ve nailed it ​@Jayneynic. He simply didn’t want to help as he was not gaining anything from it.

When I went into mine there wasn’t any indication iD even existed. I went to their customer service desk (it also had signage for their repair centre) and eventually after watching a lad (#1) look at me for 15 minutes whilst lad (#2) was doing a good job convincing an elderly couple that they HAD to take the extended warranty and HAD to pay for the removal of their old white goods and HAD to pay extra for the new goods to be switched on I was about to step in when another young lad (#3) briskly walked the entire length of the store and asked if I needed help - like doh, no I just wanted to watch a young lad (#1) butcher a customers laptop and watch another one (#2) get a decent Christmas commission bonus - when I asked to speak to their iD experts I got a oh, with a roll of his eyes and a you’re here for that, he pointed over to lad number 4. So off I trot and to say he had no clue is an understatement. I did try pushing him into revealing if he knew how these eSIM frauds were being done but he had that blank puppy dog expression. Anyway he opened a drawer, blew the dust off all of their iD SIMs and having only asked 2 simple questions (which is concerning) he gave me 2 and out I went.

Anyway, on Thursday ask to speak to their iD expert and watch the look on his/her face when you do.

Hi ​@Jayneynic 

I’m very sorry to hear you had this experience in Currys, I’m unsure why they’d advise they cannot do anything, they may not be able to return/exchange, but they can definitely send off for warranty/repair.

In your case, it may be best to speak to our vulnerable customers team as suggested above for further support.

​@Daz_S There aren’t any specific “iD experts” in Currys stores, however colleagues should be trained on the Currys Mobile (Carphone Warehouse) side of things. Asking them about SIM fraud isn’t fair on them, it’s not something they’ll know about, they work in sales.

Tom

I thought I’d read something that stated Currys had iD experts in store …. maybe I confused this with Tech experts 🤔 But at least I now know Currys don’t have specific iD experts 👍

We did have an open conversation in general regarding coverage on the iD network (I had no signal in there even though the store is in a very large town) and he was asking me about this too. I also stated that this replacement SIM was a last ditch attempt in staying with iD. When I mentioned I currently post on these forums (purely as part of our conversation I wasn’t bragging or anything like that) he asked many questions about what was being said, were any customers reporting much negative stuff, what issues were the most common, things of that nature.

He started the eSIM chat first by saying why didn’t I try an eSIM and that I said I’d sooner not as some accounts had been taken over via eSIM fraud. He aksed was it just iD and I said no it was happening on other networks. He thought I knew how this was being done (and I didn’t) and I merely responded with the same attitude as his - it was at that point he didn’t want to go further with this - hence the puppy dog statement. Anyway, neither of us knew and as long as it never affects me or my wife then you’ll hear no more from me on that. Reading back I can see that I could have worded that better, my bad.

So they have sent my phone iff for repair but I’ve had to buy another phone whilst this takes place! The cheapest I could find is £110! Who do I complain too about this.. I’m so dissatisfied with this entire situation… I shouldn’t have to buy a new phone… the one I received as part of a new contract with id mobile should be fit for purpose and it isn’t! 

Hey there ​@Jayneynic, sorry you feel this way. If you wish to complain, you can do so here:

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

Thanks,

Tyler