Dear Ms Vickery

Thank you for your email. Please accept my apologies for the delay in replying to your email.

I am sorry to hear that you are experiencing difficulties with regards to your handset, I appreciate how annoying and frustrating this must have been for you. Unfortunately, I am unable to offer you a refund or a new handset, as your handset is not under 28 days of purchase.

However, after this period we offer you a repair service. I would like to assure you that after your handset is repaired, it is rigorously tested to ensure that it meets the manufacturers specifications.

Your handset will need to be submitted for another repair, if our engineers are unable to repair the handset, we will send it directly to the manufacturers. If they are unable to repair the handset, they will exchange the unit for you.

Once again, I would like to apologise for the inconvenience caused to you.

If you require any further assistance, please do not hesitate to contact me by replying to this email. Should you have a general query please call our Repairs Customer Services team on 0870 167 0870 who will be happy to assist.

Regards

Surbhi Joshi
Correspondence Department