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“Mobile Phone Warranty Void!”

written by jasoncooke93 on 23/07/2013

What can I say about SBE Ltd that hasn't already been said online and Yell for example - the reviews are not pretty. The Review Centre is my choice for reviews, it's important the below is made public to warn others.


Apparently, the major mobile phone networks and manufactures use SBE Ltd of Kent. It's where your phone ends up if it 'breaks', when still under contract. But from my experience and other's (having spoken with them online) it's not exactly a guaranteed service, more of a cost... to the customer. 

Apparently, more often than not having received your phone you are sent 2 options from SBE Ltd; pay-up to get it fixed or we send the phone back still broken. Lovely! But what about the guarantee?

Again, regardless of the fault, SBE seem to use a one size fits all stock response "the phone fault is outside of the manufactures warranty" and this is apparently received by many a loyal-paying customer, when in fact the fault does actually lie with the phone and not the user. 

I personally received this response from SBE Ltd because I'd removed the battery to check the connections and reset the phone. My Motorola phone wouldn't charge and everything else had failed - I needed it for my mobile business so was getting pretty desperate. Doesn't everyone remove the battery cover for one thing or another - its just the done thing with a mobile phone and has been since the inception of the mobile?

Well, 6 weeks later, still no mobile phone. I've had to buy a cheap Pay As You Go temp replacement and the usage costs are sky high for PAYG! plus I'm still paying T-Mobile monthly for my broken phone and contract.

My phone stopped charging after the OS made me (it was mandatory) update from ICS to Jelly Bean. This caused the error, period! SBE Ltd say I broke the phone physically by removing the back cover. And I removed the back cover because? 

...Exactly!   

So what if you find yourself held to ransom in such a scenario with SBE Ltd. Well luckily you have options to take these bullies to task.

Firstly, phone trading standards and report the problem. They are very keen to help.

They told me... the phone is covered by "The Supply of Goods and Services Act 1982" which says the goods must be sold with and in working condition for 6 years. Failing that a repair, replacement or refund/compensation to the value should be issued. This act runs along side of the "manufacturers warranty" that many companies try to bully you with. 

And if the rear cover of the phone "should not be removed", it should clearly display this warning on the phone, box and manual. There was no such warning on any of the above.

Once you've phoned Trading Standards for more help and information contact Ofcom, The Ombudsman Communication Service, CISAS and Watchdog all awaiting your complaint.

In Summary: 

Companies (in 2013) need to understand that being Customer-centric is the only way. It has to be win-win. The difference between a company that understands this like Amazon and a company like SBE Ltd that does not, are like night and day. One is the most successful e-commerce company on the planet and back's its customers with low prices, free delivery and extensive money-back guarantee's and one play's unfairly at the detriment to a customers' expectations. The difference is huge.

Unless customers' start to say 'No' to such inappropriate behaviour they will continue to take advantage - at your financial loss.

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