Handset Returns & Repairs

1. Could it be worth buying phone insurance when your giffgaff phone is covered by warranty?

No, the warranty covers everything

No, giffgaff phones also come with free insurance for the duration of the warranty

No, your phone is insured by the RateSetter contract

It is advised that you insure your phone as the warranty does not cover everything.

Explanation

It is advised that you insure your phone as the warranty does not cover everything.

2. Andrew's eighteen month old Xperia Z1 unexpectedly stopped working. Being a bit of a tech buff, Andrew decides to take the phone apart to see if he can spot a problem. He can't find the issue so has decided to send the phone in for repair. What should he do?

Send the phone back to giffgaff, it is still covered under warranty

Andrew has voided the warranty by taking the phone apart. So he will have to pay for repairs

Send the phone back to RateSetter, as it is still covered under warranty

Contact an Agent

Send the phone back to the manufacturer, as the warranty is set by them

Buy a new phone or get it repaired elsewhere, as the warranty period has expired

Most warranties are void when you disassemble handsets. It is usually best advised to send the phone in for repairs.

Explanation

Most warranties are void when you disassemble handsets. It is usually best advised to send the phone in for repairs.

3. It has been six days and Laura decides that she no longer wants her new HTC One, as she finds her old phone more comfortable to use. She wants to get a refund for the phone, what should she do?

Send the phone back to RateSetter as they handle all of the financial dealings related to the phone

She is unable to get a refund as the refund period has passed

Contact an Agent

You have up to 21 days to change your mind and send the phone back to giffgaff for a refund.

Explanation

You have up to 21 days to change your mind and send the phone back to giffgaff for a refund.

4. Why have giffgaff chosen to set the warranty period for their phones at the length that they are set at?

Some phones are fragile and break easier, so a shorter warranty makes good business sense

Some phones are too expensive for giffgaff to provide a long warranty for

Giffgaff do not set the warranty period, the manufacturers do

To be in line with what o2 have set

Different manufacturers set different warranty periods for their phones. Most giffgaff phones come with 24 months warranty.

Explanation

Different manufacturers set different warranty periods for their phones. Most giffgaff phones come with 24 months warranty.

5. If you send your phone back for repair three times within 30 days, when it is still covered by warranty, what will happen?

Your phone will be repaired, but with less priority than other members phones

Your phone will be repaired, but your warranty will expire

Your phone will be repaired, but your warranty will be reduced

Your phone will not be repaired

Your phone will be replaced

If there are continuing and repeating faults appearing with the handset, you will be given the option of having a replacement rather than repairing the phone.

Explanation

If there are continuing and repeating faults appearing with the handset, you will be given the option of having a replacement rather than repairing the phone.

6. When returning your phone and cancelling your loan, does your goodybag remain active?

Yes, the goodybag will remain active and you will need to cancel the automatic renewal (if desired)

No, the goodybag will be cancelled when giffgaff receive the return phone

You are not able to return your phone and ask for a refund after agreeing to the loan

Goodybag's that come with the handsets are set to auto renew and do not cancel if you return your handset. If you wish to stop using goodybags, change the auto renew settings and wait for the existing goodybag to expire.

Explanation

Goodybag's that come with the handsets are set to auto renew and do not cancel if you return your handset. If you wish to stop using goodybags, change the auto renew settings and wait for the existing goodybag to expire.

7. Will giffgaff replace your phone if it is still under warranty?

Yes, but for a fee

Yes, but only if you request to have a replacement

No

Yes, but only under certain circumstances

The phones will not be replaced without consent, and only if it would take too long or cost too much to repair it.

Explanation

The phones will not be replaced without consent, and only if it would take too long or cost too much to repair it.

8. Giffgaff now provide phone insurance.

True

False

giffgaff do not provide phone insurance but your phone may be covered by your home insurance.

Explanation

giffgaff do not provide phone insurance but your phone may be covered by your home insurance.

9. Beth's HTC One, which she purchased from giffgaff, has suddenly stopped turning on after nine months of use. It seems the battery might have stopped charging, but she is unsure. What should she do?

Report the phone as broken on arrival and send it back to giffgaff

Send the phone to giffgaff and ask for repair

Take the phone to a phone shop and bill giffgaff for the repair, as it is covered by the warranty

Take the phone to a phone shop for repair, as they phone is out of warranty

Buy a new battery for the phone, as they battery is not covered by the warranty

giffgaff will repair your phone as long as it is covered under warranty, so don't drop it in a puddle.

Explanation

giffgaff will repair your phone as long as it is covered under warranty, so don't drop it in a puddle.

10. You have up to 10 days to report an initial fault with the phone upon arrival.

True

False

You have up to 14 days to change your mind and send the phone back for whatever reason, no questions asked.

Explanation

You have up to 14 days to change your mind and send the phone back for whatever reason, no questions asked.

11. Do giffgaff offer free postage for all phone returns?

Yes, but the package is not insured or tracked. It is recommended that upgrade to tracked or insured postage

No, you have to pay for your own postage

Yes, but only for the first time you send a phone back to giffgaff

giffgaff do offer free postage, but as the phone is your responsibility up until the point of delivery, we recommend you upgrade the postage to both be insured and tracked.

Explanation

giffgaff do offer free postage, but as the phone is your responsibility up until the point of delivery, we recommend you upgrade the postage to both be insured and tracked.

12. John orders a new HTC One while he is away. Unfortunately he is unable to make it to his house to collect the phone until 11 days after the phone arrived. When he finally gets hold of the phone, he finds that it will not turn on. What should he do?

Send the phone in for repair, as it has been longer than 10 days since the phone was delivered

Report the phone as broken on arrival and send it back to giffgaff

Contact an Agent

Take the phone to a repair shop and send the bill to giffgaff, as it is covered by the warranty

Take the phone to a repair shop, as it has been longer than 10 days

giffgaff will replace the phone if you report it as broken on arrival within 14 days.

Explanation

giffgaff will replace the phone if you report it as broken on arrival within 14 days.

13. If you decide to return your phone and ask for a refund within the refund period, what will happen?

The down payment will be partially refunded. The goodybag and the loan will be cancelled

Everything will be cancelled and refunded, but you will have to pay an admin fee / cancellation fee

You are not able to return your phone and ask for a refund after agreeing to the loan

Goodybags remain active on the account even after you refund the phone. You will need to cancel the auto renew of your goodybag separately.

Explanation

Goodybags remain active on the account even after you refund the phone. You will need to cancel the auto renew of your goodybag separately.

14. Adam has been enjoying his new Xperia Z1, which he purchased from giffgaff, for just under two weeks. When suddenly the touch screen stops working. He doesn't want to lose the data saved on his phone, how should he go about getting the phone repaired?

Send the phone to giffgaff and ask for a repair

Report the phone as broken on arrival and send it back to giffgaff

Take the phone to a phone shop and pay for a repair

Take the phone to a phone shop, then bill giffgaff for the repair as it is covered by the warranty

Give up and dissolve in a pool of tears

If you report the phone as broken on arrival, it will be replaced rather than repaired.

Explanation

If you report the phone as broken on arrival, it will be replaced rather than repaired.

15. It has been just under one month and Susan decides that she no longer wants her new HTC One, as she finds her old phone more comfortable to use. She wants to get a refund for the phone, what should she do?

Send the phone back to RateSetter, as they handles all of the financial dealings related to the phone

She is unable to get a refund, as the refund period has passed

Contact an Agent

The refund period for a change of mind is 21 working days.

Explanation

The refund period for a change of mind is 21 working days.

16. Mark's eighteen month old Galaxy Note 3 has unexpectedly stopped working. How should Mark get the phone repaired?

Send the phone back to giffgaff for repairs, as it is still covered under warranty

Send the phone back to RateSetter for repairs, as it is still covered under warranty

Send the phone back to the manufacturer, as the warranty is set by them

Contact an Agent

The warranty period has expired, so he will have to pay for repairs

The warranty period for a Galaxy Note 3 is 24 months.

Explanation

The warranty period for a Galaxy Note 3 is 24 months.

17. When returning your phone to giffgaff, what is the recommended way to send the phone?

Use giffgaff's free postage, the phone will be tracked and insured

Pay for an upgrade to insured and tracked postage. As giffgaff's free postage is not insured or tracked

In person, direct to the giffgaff office

Request that giffgaff come and collect the phone directly from you

Ask the community to come and collect the phone an deliver it for you

When returning a phone to giffgaff, you are responsible for it up until the point of delivery. So insuring and tracking the postage is recommended.

Explanation

When returning a phone to giffgaff, you are responsible for it up until the point of delivery. So insuring and tracking the postage is recommended.

18. How long is the warranty period on most phones, purchased from giffgaff?

12 months

10 months

24 months

18 months

Depends on what package you buy

The warranty period set by most manufacturers is 24 months.

Explanation

The warranty period set by most manufacturers is 24 months.

19. How long is the warranty period for a new HTC One, purchased from giffgaff?

12 months

24 months

10 months

18 months

Depends on what package you buy

The warranty period for most phones is 24 months.

Explanation

The warranty period for most phones is 24 months.

20. How long after receiving your new giffgaff handset, can you report a fault that was with your phone on arrival?

Up to 10 working days

Up to 10 days

Up to 14 days

Up to 14 working days

One Month

Forever

It is always best to report issues as soon as you become aware of them.

Explanation

It is always best to report issues as soon as you become aware of them.

21. When returning your phone for repairs using giffgaff's free postage system, is your phone insured and tracked?

Insured - Yes, Tracked - Yes

Insured - Yes, Tracked - No

Insured - No, Tracked - Yes

Insured - No, Tracked - No

giffgaff' do offer free postage, but it is not tracked or insured. We recommend that you upgrade your postage as you are responsible for the phone until the point of delivery.

Explanation

giffgaff' do offer free postage, but it is not tracked or insured. We recommend that you upgrade your postage as you are responsible for the phone until the point of delivery.

22. How long do you have to reply to giffgaff after they message you to inform you that your phone is out of warranty and give you a quote for the repairs?

5 working days

6 weeks

21 days

5 days

1 month

You have 21 days to reply to giffgaff after they have messaged you to ask how you would like to proceed.

Explanation

You have 21 days to reply to giffgaff after they have messaged you to ask how you would like to proceed.

23. How long do you have to return your phone and ask for a refund?

You can't, once you have accepted the loan the transaction is final

7 working days

10 days

Two weeks

21 days

You have 21 days from the date you receive the phone to change your mind and request a refund.

Explanation

You have 21 days from the date you receive the phone to change your mind and request a refund.

24. Lucy's HTC One (which she purchased from giffgaff) was stolen. How should she go about getting a replacement? Tick all that apply.

Contact the police and inform them that the phone was stolen. They might be able to get it back

Notify giffgaff and ask for a replacement, as theft is covered by the warranty

Check to see if her phone is covered under her home insurance, bank or covered by her workplace

Contact an Agent

Notify giffgaff and ask for a replacement, as theft is covered by giffgaff's insurance policy

Notify giffgaff that the phone has been stolen, to prevent the thief from using the SIM

Some insurance providers will cover you against theft. It is always best to notify both giffgaff and the police in the event of your phone being stolen.

Explanation

Some insurance providers will cover you against theft. It is always best to notify both giffgaff and the police in the event of your phone being stolen.

Submit

25. After sending in your phone to giffgaff, and then being told that your phone is out of warranty. You are presented with some options on how to proceed. If you fail to respond to giffgaff within 21 days, what will happen to your phone?

It will be sent back to you by giffgaff and you will be billed £15 for the delivery

It will be recycled

It will be put into storage for a maximum of 6 weeks

Your phone will be sold

giffgaff will recycle out of warranty phones after 21 days of no contact following messaging asking how you would like to proceed.

Explanation

giffgaff will recycle out of warranty phones after 21 days of no contact following messaging asking how you would like to proceed.

26. Anna's eighteen month old HTC One was accidentally dropped down the toilet and now won't turn on. Can she get the phone repaired by giffgaff?

Yes, the warranty period lasts for 24 months

Yes, but she will have to pay for for repairs, as the warranty period only lasts for 12 months

No, she needs to send the phone back to the manufacturer, as they set the warranty

No, accidental water damage voids the warranty

Yes, but she will have to pay for the repairs, as water damage voids the warranty

Yes, accidental damage is covered by the warranty

Most warranties do not cover accidental water damage. Check to see if if your phones insurance will cover this.

Explanation

Most warranties do not cover accidental water damage. Check to see if if your phones insurance will cover this.

27. When sending a phone back to giffgaff for repairs, whilst the phone is out of warranty, what are the three options that will be given to you upon its arrival?

Pay giffgaff to extend the warranty of the phone

Giffgaff will ask for proof of your insurance, so they can repair the phone

Giffgaff will give you a quote for the repair

You can have the phone sent back to you without being repaired for £15

You can ask for the phone to be recycled

You can part exchange the phone for a newer model

Depending on the damage, you can exchange the phone for a less expensive model

If you have sent your phone back for repairs and the warranty has expired. You will be given the option of having your phone repaired for a fee, recycling the phone, or having the phone sent back to you but will have to pay postage costs.

Explanation

If you have sent your phone back for repairs and the warranty has expired. You will be given the option of having your phone repaired for a fee, recycling the phone, or having the phone sent back to you but will have to pay postage costs.

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28. How long after receiving a handset can you change your mind on the purchase and claim a refund?

Within seven working days

Within one week

Within 21 days

Within 14 days

Within 48 hours

You have 14 days from the date the phone is delivered to change your mind and request a refund.

Explanation

You have 14 days from the date the phone is delivered to change your mind and request a refund.

29. Sometimes you will be given the option of having your phone replaced rather than repaired whilst it is still under warranty. What are the reasons for this? Tick all that apply.

You are a loyal giffgaff member and are being rewarded for your continued contribution

If it is cheaper to replace the phone than repair it

Everyone gets one free replacement phone

The parts needed to repair the phone have taken too long to arrive

The phone has been sent in for repair three times within 30 days

You have requested a replacement phone as you have had to send it back multiple times during this warranty period

The phones will not be replaced without consent.

Explanation

The phones will not be replaced without consent.

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