Complaint for Defective Mobile Phone

When and how to use this letter

Phone complaints live or die on paperwork, so start building your file now. Every time you visit a service centre, insist on a written job sheet describing the reported fault, even if they fix nothing that day. A stack of job sheets showing the same fault across multiple visits is the single strongest evidence that your phone is a defective unit rather than a one-off glitch, and brands know it.

Always quote the IMEI number in correspondence. It uniquely identifies your handset and prevents the classic deflection where support claims they cannot trace your case. Keep the purchase invoice and warranty card together with the job sheets, and photograph each document as a backup.

Send this letter to both the retailer and the brand's customer care, because each will try to point at the other. Address them together so neither can claim ignorance. Give a ten-day deadline and state plainly that you want a replacement or refund, not another repair.

Here is the tip that changes outcomes: if the brand offers a replacement, ask whether it is a new sealed unit or a refurbished one, and get the answer in writing. Many buyers accept a "replacement" only to discover it is someone else's repaired return. For a phone that failed within weeks of purchase, a new unit or a full refund is the reasonable demand, and consumer commissions regularly agree.

Frequently asked questions

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