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Hi would appreciate any advice if possible and sorry for the long post.
I Purchased a new mobile with o2 in April 2015.
Providers warranty 12 months
Manufacturers warranty 24 months
Noticed cracked appearing on LCD screen on phone. Spoke to o2 customer services
explaining in detail problem and was I covered under my warranty.
Told unless there was any physical signs of damage including water damage or tampering then yes it would be.
Arranged for item (at my own expense as wanted it tracked) to be sent to o2 repair centre.
I eventually received the following replies:
Hello,
Your handset has successfully reached our repair centre.
Before any fault diagnosis and warranty repair is conducted, our Repair
Centre must ensure the device is within warranty condition as specified
by your manufacturer, Samsung.
Unfortunately your handset has been deemed out of warranty due to:
CRACKED LCD
With the warranty now void, the cost of a full repair or reconditioned
replacement is £85.99 incl. VAT which can be added to your next month?s
bill.
Alternatively if you have O2 insurance on your account you may be able
to make an insurance claim. Please request the return of your device
un-repaired then contact O2 customer services if you wish to make a
claim.
If you choose to decline the quotation we will be able to return the
handset back to you without repair.
Please reply to this email confirming your choice. We aim to reply to
you within 48hrs, though this will usually be on the same day.
If you prefer to call customer services, please dial 202 free from an O2
Pay Monthly handset or 03448090202 from a landline (Standard UK Rates
apply).
Kind regards,
O2 Returns & Repairs
www.o2.co.uk/o2repairs
I replied to their correspondence and received the following further reply:
Thank you for your reply.
We are sorry you are disappointed by this outcome.
When handsets are sent for repair, all manufacturers request accredited
repair centres to conduct an inspection of the device to ensure it is
within warranty condition. This is part of the manufacturers warranty
terms and conditions and must be done prior to any fault diagnosis being
carried out.
Due to this all certified engineers must look for any of the following
signs before conducting any repair:
• A non-approved repair centre has opened the phone.
• The mobile phone has been damaged.
• The mobile phone has been used incorrectly.
• Liquid contamination is diagnosed on the device.
• The IMEI sticker is damaged, removed or torn.
• Warranty period has expired.
Please note the above list is not exhaustive.
In the case of your handset, the OCTA LCD Panel has been cracked. This
component is internal to the device and is usually the result of
excessive pressure, twisting or bending being applied to the handset,
which to the naked eye can look fine, however on the inside it has
caused the failure of the aforementioned component.
As Samsung consider that damage has been diagnosed to the device, the
warranty they offer is now void.
In order for any faults to be inspected, the damage would require to be
repaired first of all, this action would in turn restore the warranty
allowing for all reported faults to be investigated and resolved.
Unfortunately O2 has no jurisdiction over these terms of warranty, if
damage is diagnosed on any of our customers devices, they will all each
be contacted with similar quotations for repair or replacement.
Please reply if you would like to proceed or request return of the
device un-repaired.
Kind regards,
O2 Return & Repairs
Then I sent an e-mail to o2 and received an e-mailed reply :
Good Afternoon,
Thank you for your email.
Our repair centre is fully accredited by Samsung to carry out their
repairs.
In order to remain fully compliant, they must follow Samsung Warranty
Terms and Conditions.
For full details on their warranty, please contact Samsung, however
brief information on their terms can be found here:
http://www.samsung.com/uk/support/warranty/
Also in our last email we advised that LCD damage is usually the result
of bending etc. We did not state that was what happened with your
handset.
Our repair is unable to specify the exact cause of the damage found as
they were ultimately not in possession of the device when the crack
occurred.
Finally it is not necessary to advise of all of your options regarding
getting your handset repaired.
As our repair centre acts in full accordance with Samsung, their
diagnosis and outcome would be the same.
If however you are wishing for a second opinion on the diagnosis done or
to raise a dispute with your warranty rights / product quality, we can
arrange for the handset to be returned un-repaired which will allow you
to arrange a repair with Samsung direct.
Please reply if you wish for the handset to be returned or if you wish
to proceed with repair.
Kind regards,
O2 Return & Repairs
Now I am somewhat concerned with their diagnosis as I have in no way dropped or tampered with the item.
If this had been the case I would not have bothered sending it back to o2 as I have no insurance and would have been a complete waste of time.
I received a telephone call from O2 Complaints (even though I stated in writing only) whilst on holidayand was told that my complaint was not being up-held as it is a manufacturers fault and is not covered under the warranty.
I mentioned that my letter was in respect of SOGA
and nothing to do with the warranty and that it was for them to provide proof. I also quickly mentioned that they had failed to respond accordingly and that if need be I will take the matter further and requested that they respond in writing only.
Well I got home last night and today received a letter from 02 mentioning that they have not up-held my complaint and that I had quoted the SOGA requesting a replacement or reimbursement of repair costs.
They admitted that sometimes phones do go wrong etc and that under the SOGA they have to follow a set process. They quote that I have to report a fault within 14 days of purchase for a replacement and thereafter it is considered to be in a used condition and has to be sent away for repair for a decision to be made if covered under warranty.
Due to the age of my phone, they cannot change for a new one but as I am under warranty they can fix things ? Then they state that I was quoted a repair fee as the damage is not covered ?
But they finally say that they do want to help and have offered a free refurbished phone or £50 gesture of goodwill towards the repair cost of £85.
Now should I accept one of o2's offers or decline both and further request proof as per SOGA including full payment of repairs ? ?
Thanks
I Purchased a new mobile with o2 in April 2015.
Providers warranty 12 months
Manufacturers warranty 24 months
Noticed cracked appearing on LCD screen on phone. Spoke to o2 customer services
explaining in detail problem and was I covered under my warranty.Told unless there was any physical signs of damage including water damage or tampering then yes it would be.
Arranged for item (at my own expense as wanted it tracked) to be sent to o2 repair centre.
I eventually received the following replies:
Hello,
Your handset has successfully reached our repair centre.
Before any fault diagnosis and warranty repair is conducted, our Repair
Centre must ensure the device is within warranty condition as specified
by your manufacturer, Samsung.
Unfortunately your handset has been deemed out of warranty due to:
CRACKED LCD
With the warranty now void, the cost of a full repair or reconditioned
replacement is £85.99 incl. VAT which can be added to your next month?s
bill.
Alternatively if you have O2 insurance on your account you may be able
to make an insurance claim. Please request the return of your device
un-repaired then contact O2 customer services
if you wish to make a claim.
If you choose to decline the quotation we will be able to return the
handset back to you without repair.
Please reply to this email confirming your choice. We aim to reply to
you within 48hrs, though this will usually be on the same day.
If you prefer to call customer services
, please dial 202 free from an O2Pay Monthly handset or 03448090202 from a landline (Standard UK Rates
apply).
Kind regards,
O2 Returns & Repairs
www.o2.co.uk/o2repairs
I replied to their correspondence and received the following further reply:
Thank you for your reply.
We are sorry you are disappointed by this outcome.
When handsets are sent for repair, all manufacturers request accredited
repair centres to conduct an inspection of the device to ensure it is
within warranty condition. This is part of the manufacturers warranty
terms and conditions and must be done prior to any fault diagnosis being
carried out.
Due to this all certified engineers must look for any of the following
signs before conducting any repair:
• A non-approved repair centre has opened the phone.
• The mobile phone has been damaged.
• The mobile phone has been used incorrectly.
• Liquid contamination is diagnosed on the device.
• The IMEI sticker is damaged, removed or torn.
• Warranty period has expired.
Please note the above list is not exhaustive.
In the case of your handset, the OCTA LCD Panel has been cracked. This
component is internal to the device and is usually the result of
excessive pressure, twisting or bending being applied to the handset,
which to the naked eye can look fine, however on the inside it has
caused the failure of the aforementioned component.
As Samsung consider that damage has been diagnosed to the device, the
warranty they offer is now void.
In order for any faults to be inspected, the damage would require to be
repaired first of all, this action would in turn restore the warranty
allowing for all reported faults to be investigated and resolved.
Unfortunately O2 has no jurisdiction over these terms of warranty, if
damage is diagnosed on any of our customers devices, they will all each
be contacted with similar quotations for repair or replacement.
Please reply if you would like to proceed or request return of the
device un-repaired.
Kind regards,
O2 Return & Repairs
Then I sent an e-mail to o2 and received an e-mailed reply :
Good Afternoon,
Thank you for your email.
Our repair centre is fully accredited by Samsung to carry out their
repairs.
In order to remain fully compliant, they must follow Samsung Warranty
Terms and Conditions.
For full details on their warranty, please contact Samsung, however
brief information on their terms can be found here:
http://www.samsung.com/uk/support/warranty/
Also in our last email we advised that LCD damage is usually the result
of bending etc. We did not state that was what happened with your
handset.
Our repair is unable to specify the exact cause of the damage found as
they were ultimately not in possession of the device when the crack
occurred.
Finally it is not necessary to advise of all of your options regarding
getting your handset repaired.
As our repair centre acts in full accordance with Samsung, their
diagnosis and outcome would be the same.
If however you are wishing for a second opinion on the diagnosis done or
to raise a dispute with your warranty rights / product quality, we can
arrange for the handset to be returned un-repaired which will allow you
to arrange a repair with Samsung direct.
Please reply if you wish for the handset to be returned or if you wish
to proceed with repair.
Kind regards,
O2 Return & Repairs
Now I am somewhat concerned with their diagnosis as I have in no way dropped or tampered with the item.
If this had been the case I would not have bothered sending it back to o2 as I have no insurance and would have been a complete waste of time.
I received a telephone call
from O2 Complaints (even though I stated in writing only) whilst on holidayand was told that my complaint was not being up-held as it is a manufacturers fault and is not covered under the warranty.I mentioned that my letter was in respect of SOGA
and nothing to do with the warranty and that it was for them to provide proof. I also quickly mentioned that they had failed to respond accordingly and that if need be I will take the matter further and requested that they respond in writing only.Well I got home last night and today received a letter
from 02 mentioning that they have not up-held my complaint and that I had quoted the SOGA requesting a replacement or reimbursement of repair costs.They admitted that sometimes phones do go wrong etc and that under the SOGA they have to follow a set process. They quote that I have to report a fault within 14 days of purchase for a replacement and thereafter it is considered to be in a used condition and has to be sent away for repair for a decision to be made if covered under warranty.
Due to the age of my phone, they cannot change for a new one but as I am under warranty they can fix things ? Then they state that I was quoted a repair fee as the damage is not covered ?
But they finally say that they do want to help and have offered a free refurbished phone or £50 gesture of goodwill
towards the repair cost of £85.Now should I accept one of o2's offers or decline both and further request proof as per SOGA including full payment of repairs ? ?
Thanks
