Why won’t BT treat me like other new customers?

QI’ve been a BT customer for six years, but my Home Hub is getting very hot and the lights keep going out. I’m on a rolling 30-day contract and each month I believe I’m a new customer. Yet BT won’t give me a free replacement as it does other new customers. It says the Hub is my property so it’s up to me to repairir or replace it. I’d appreciate any advice you can give me.

Jim is entitled to have the Li-ion battery replaced if it is inherently faulty. But unless the battery explodes or catches fire, Jim will have to prove that the fault has existed from when he bought the watch, and isn’t the result of wear and tear or accidental damage. Jim pointed out that many people have complained about the battery life online (and this is true – see Skygolf’s support forum for the watch: www.snipca.com/17622), but legally this

Akind of evidence is considered ‘hearsay’. He won’t be able to rely on this as proof that the battery is faulty.

Jim says Skygolf insisted that the battery is an integral part of the watch and can’t be replaced. But that doesn’t mean the company can’t give him a new watch. Skygolf did suggest a number of ways he might fix the battery problem and promised – via an online chat – that it would replace the watch if these suggested fixes don’t work. That sounds like a fair deal, but Jim says this offer has since been rescinded, and he’s not sure why. It may be that the person who made the offer lacked the authority to do so. We’ve emailed Skygolf to see if it will honour its offer of a replacement device, explaining that the transcript of the online chat transcript is proof the offer was made.

If you need to get in touch with Skygolf, which is based in Haddenham in Buckinghamshire, you’ll find contact details at www.snipca.com/17621. For more help try the support forums at ( https://clubsg.skygolf.com/ forums/support), which are categorised according to type of product.