Handset Returns & Repairs

15 Questions | Total Attempts: 1612

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Handset Returns & Repairs

Before you start, please ensure that you've taken the Intro Quiz and Bronze quizzes. If you have not completed them then we won't be able to reward you for completing this one. Anyway, relax and have fun; it'll only take about 10 minutes and if you don't succeed the first time, just give it another go. There is no limit to the number of times that you take this quiz, and as they say; practice makes perfect. NOTE: Please ensure that you enter your details correctly. Your name will displayed on the certificate (as entered here) and your giffgaff member name will allow us to know who took the quiz. Good luck!


Questions and Answers
  • 1. 
    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?
    • A. 

      Send the phone to giffgaff and ask for a repair

    • B. 

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

    • C. 

      Wait until he has been in possession of the phone for 14 days, then send the phone back and ask for a repair

    • D. 

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

    • E. 

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

    • F. 

      Give up and dissolve in a pool of tears

  • 2. 
    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?
    • A. 

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

    • B. 

      Send the phone to giffgaff and ask for repair

    • C. 

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

    • D. 

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

    • E. 

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

  • 3. 
    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?
    • A. 

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

    • B. 

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

    • C. 

      Contact an Agent

    • D. 

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

    • E. 

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

  • 4. 
    How long after receiving your new giffgaff handset, can you report a fault that was with your phone on arrival?
    • A. 

      Up to 10 working days

    • B. 

      Up to 10 days

    • C. 

      Up to 14 days

    • D. 

      Up to 14 working days

    • E. 

      One Month

    • F. 

      Forever

  • 5. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      Contact an Agent

    • E. 

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

    • F. 

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

  • 6. 
    Mark's eighteen month old Galaxy Note 3 has unexpectedly stopped working. How should Mark get the phone repaired?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      Contact an Agent

    • E. 

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

  • 7. 
    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?
    • A. 

      Yes, the warranty period lasts for 24 months

    • B. 

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

    • C. 

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

    • D. 

      No, accidental water damage voids the warranty

    • E. 

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

    • F. 

      Yes, accidental damage is covered by the warranty

  • 8. 
    Could it be worth buying phone insurance when your giffgaff phone is covered by warranty?
    • A. 

      Yes, the warranty does not cover certain types of accidental damage, theft and lost phones. But check to see if it is already covered by your home insurance

    • B. 

      No, the warranty covers everything

    • C. 

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

    • D. 

      No, your phone is insured by the RateSetter contract

  • 9. 
    Giffgaff now provide phone insurance.
    • A. 

      True

    • B. 

      False

  • 10. 
    Lucy's HTC One (which she purchased from giffgaff) was stolen. How should she go about getting a replacement? Tick all that apply.
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      Contact an Agent

    • E. 

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

    • F. 

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

  • 11. 
    How long is the warranty period on most phones, purchased from giffgaff?
    • A. 

      12 months

    • B. 

      10 months

    • C. 

      24 months

    • D. 

      18 months

    • E. 

      Depends on what package you buy

  • 12. 
    When returning your phone to giffgaff, what is the recommended way to send the phone?
    • A. 

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

    • B. 

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

    • C. 

      In person, direct to the giffgaff office

    • D. 

      Request that giffgaff come and collect the phone directly from you

    • E. 

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

  • 13. 
    When returning your phone for repairs using giffgaff's free postage system, is your phone insured and tracked?
    • A. 

      Insured - Yes, Tracked - Yes

    • B. 

      Insured - Yes, Tracked - No

    • C. 

      Insured - No, Tracked - Yes

    • D. 

      Insured - No, Tracked - No

  • 14. 
    Do giffgaff offer free postage for all phone returns?
    • A. 

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

    • B. 

      Yes and it is tracked and insured, so you do not need to worry if the phone gets damaged or lost along the way

    • C. 

      No, you have to pay for your own postage

    • D. 

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

  • 15. 
    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?
    • A. 

      Pay giffgaff to extend the warranty of the phone

    • B. 

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

    • C. 

      Giffgaff will give you a quote for the repair

    • D. 

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

    • E. 

      You can ask for the phone to be recycled

    • F. 

      You can part exchange the phone for a newer model

    • G. 

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

  • 16. 
    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?
    • A. 

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

    • B. 

      It will be recycled

    • C. 

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

    • D. 

      The repairs will be carried out and you will have to pay the full bill within 6 weeks in order to receive your phone. If you fail to pay, the phone will be sold to recover the costs

    • E. 

      Your phone will be sold

  • 17. 
    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?
    • A. 

      5 working days

    • B. 

      6 weeks

    • C. 

      21 days

    • D. 

      5 days

    • E. 

      1 month

  • 18. 
    Will giffgaff replace your phone if it is still under warranty?
    • A. 

      Yes, but for a fee

    • B. 

      Yes, but only if you request to have a replacement

    • C. 

      No

    • D. 

      Yes, but only under certain circumstances

  • 19. 
    If you send your phone back for repair three times within 30 days, when it is still covered by warranty, what will happen?
    • A. 

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

    • B. 

      Your phone will be repaired, but your warranty will expire

    • C. 

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

    • D. 

      Your phone will not be repaired

    • E. 

      Your phone will be replaced

  • 20. 
    If you decide to return your phone and ask for a refund within the refund period, what will happen?
    • A. 

      The down payment will be refunded, and the loan will be cancelled, but the automatic recurring goodybag will remain. You will have to cancel this separately

    • B. 

      The down payment will be refunded. The goodybag and loan will be cancelled, but you will still have to pay off the planned interest on the loan

    • C. 

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

    • D. 

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

    • E. 

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

  • 21. 
    When returning your phone and cancelling your loan, does your goodybag remain active?
    • A. 

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

    • B. 

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

    • C. 

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

  • 22. 
    You have up to 10 days to report an initial fault with the phone upon arrival.
    • A. 

      True

    • B. 

      False

  • 23. 
    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?
    • A. 

      As it has been less than a month, send the phone back to giffgaff, stating that she has changed her mind and would like a refund

    • B. 

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

    • C. 

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

    • D. 

      Contact an Agent

  • 24. 
    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?
    • A. 

      As it has been less than one week, send the phone back to giffgaff, stating that she has changed her mind and would like a refund

    • B. 

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

    • C. 

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

    • D. 

      Contact an Agent

  • 25. 
    How long after receiving a handset can you change your mind on the purchase and claim a refund?
    • A. 

      Within seven working days

    • B. 

      Within one week

    • C. 

      Within 21 days

    • D. 

      Within 14 days

    • E. 

      Within 48 hours

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