Note 4 screen not responding to touch

[Martinez]

I just got a note 4 2 days ago. The screen isnt responding to touch, but it works perfectly well with the SPEN. I want to keep the phone, but I do not want this issue for a2 year contract. IT works every nowand then but its pointless having a phone that wont work with your finger. Any suggestions on what to do? 

Thanks.

[drey_p]

Hi there

As you have only recently got the phone, I would take it straight back to where you bought it.  Did you purchase it in a Vodafone Store, online at Vodafone.co.uk or via Vodafone Telesales?

[Martinez]

I got it from "The Smart Phone Company" but on a Vodafone contract. I have insurance on it. Do I send it to the company or vodafone?

[drey_p]

You'll have to contact the third party from whom you purchased the device.  Vodafone are only responsible for phones they have supplied. Third parties source their own phones and bundle them with airtime contracts.  

If I were you, I'd be on the phone to them tomorrow and arrange a return / exchange.  You won't need to claim on insurance unless you have physically damaged the phone yourself. 

[Martinez]

Brilliant. Is this a common error with the note 4?

[drey_p]

I don't think so.  I've got friends and colleagues with the device and none of them have this issue.  It could be that you just have a dodgy one - that does happen every so often.

Because you're in the cooling off period, you should have no problems getting a new phone.

[Martinez]

It got delivered to my house yesterday. It says on their website aboute it being 14 days or 30 days? Says it needs to b with everything orginal. Will i get a new device or a repaired one?

[drey_p]

The cooling off period starts from the day it was delivered, so yesterday.  So you're definitely well within the period.

They should replace it with a brand new device. Once out of the cooling off period, they may swap it for a repaired device. 

[BandOfBrothers]

Hi @Martinez

Regrading faulty handsets you have 30 days to have it swapped for a new phone.  As per Ofcom's Guidence Notes.

[kids]

@Martinez "The Smart Phone Company" offer a 14 days return policy if you have changed you mind about having the phone or for a faulty handset you have up to 30 days to return the handset with all the accessories that came with it.

Your contract with Vodafone is for the airtime only so you will need to contact "The Smart Phone Company" to arrange return of the phone.