[HTC One X] leonforthewin:
It's a little late and I've had a long day so I'm struggling to concentrate so bare with me. Three are not in breach of their own contract – they are just mistaken. The people you are dealing with, although they deal with issues similar to this all day long don't understand and get taught proper consumer rights and of course they are molded to protect the interests of Three which is maximising profit margins and not replacing phones right, left and center.

By law, all companies selling products and services (in your case a credit service of a phone and use of their network) have to adhere to the Sales of Goods/ and Services act – it's important that you remember that it's the Sales of Goods and Services Act. It is this act that they are in breach of if they don't admit fault. However making them realise there is a genuine inherent fault with the phone, unrelated to your actions and you didn't cause it is another matter.

Remember, to a phone/email jockey at Three, this is complicated and they are taught that any messing with devices voids warranties - which is 100% true. But that's not a problem because warranties are worthless, especially in this case. It's the Sales of Goods and Services act that prescribes they have to prove that you caused the fault with your modifications (rooting and custom rom etc). Three employees will mix warranties up with the Sales of Goods and Services act because they think they are one and the same – they're not.

My advice; summarise the first paragraph into bullet points – it makes for less understanding. Second paragraph; state very simply that 'I can see why they might think I (you) voided your warranty, but it is irrelevant because of the Sales of Goods and Services act as it overrides your warranty'. – Proceed onto the summary quote you provided but change 'cent' to 'penny' – we're British boyyyyyy!

State that you want a timely repair or replacement and give a fair and reasonable timeline they are to act within... Also state that there is no other resolution. State that if they cannot provide you with what you ask, you require their 'final position in writing' so that you can initiate proceedings with the Ombudsmen.

They'll give up – they cannot afford the time nor resources that the Ombudsmen would require to make a case, they avoid it like the plague.

---------- Post added at 12:51 AM ---------- Previous post was at 12:40 AM ----------

Given my amount of time in retail management I can tell you that raising your voice beyond your 'inside voice' will only get you ejected from shops. Unless my customer was inherently a moron or hadn't fed his/her anger monkeys a bananna I would always do as much as I could for customers, that was my job.

However the second that anyone tried to make a scene (at least couldn't calm down if I took them out of the shop) or didn't treat me with respect – they didn't get what they wanted. This may be down to my upbringing on the subject of tantrums but it seems fairly universal.

To be fair it's not as black and white as I make it. There are countless techniques to make a customer come back calm and reasonable.

Politeness, Patience and Persistence in that order - The three P's. They got me three years worth of full Sky subscription back, down to poor service.

Also treat the person you are dealing with, with the highest of respect because they get affected by stress just like us.

I hope this doesn't offend or patronise you, but it's the best advice I can give to people.