topic Re: Broken Z Flip 4 after 5 months and no reply from o2 in Discussions & Feedback

Broken Z Flip 4 after 5 months and no reply from o2

Neddie — Thu, 28 Dec 2023 18:04:00 GMT

Hi there

I have never posted on here before so apologies if this is repeating a thread, but I have had a very bad experience with my Z Flip 4 and it's ended up costing me over £500 because I could not get a reply from o2, despite raising a complaint.

My phone started going wrong 5 months into a 36 month contract and I contacted O2 numerous times. I was told by an o2 shop to speak to Samsung. Samsung said I had to send it to EE to be repaired otherwise it would invalidate my phone warranty, o2 said that was rubbish and taking it to EE would invalidate my contract. I was completely stuck between the 2 companies and eventually after 7 hours of calls and 3 hours in a shop, my phone broke! Well the main screen, the back screen still has life. O2 had promised me a new phone but I couldn't get back through to the Manager on Customer Services that offered it and the door step exchange. In the end I had to buy myself out of my phone contract in order to get a new phone. It cost me over £530!! O2 won't respond to the complaint. Customer Services even hung up on the Manager of the O2 store who was trying to sort it for me.

It's now with the Ombudsman, but I cannot believe o2 are just not replying!!!

Re: Broken Z Flip 4 after 5 months and no reply from o2

Enlli — Thu, 28 Dec 2023 19:42:29 GMT

No idea where EE came in. Samsung have their own repair network

But we are all customers here and as it is with the ombudsman not much we can recommend

Let us know how you get on

Re: Broken Z Flip 4 after 5 months and no reply from o2

Bambino — Thu, 28 Dec 2023 20:20:47 GMT

@Neddie Who did you buy the phone from? Why would Samsung refuse to repair your phone if it was only 5 months old? Why didn't you have insurance for such an expensive phone? Something doesn't sound right about this.

Re: Broken Z Flip 4 after 5 months and no reply from o2

Neddie — Thu, 28 Dec 2023 20:37:08 GMT

The approved repairer for Samsung is apparently now EE and I have that in writing from their Customer Complaints department.

I just wondered if anyone else has had issues like this with O2 not replying.

Re: Broken Z Flip 4 after 5 months and no reply from o2

Neddie — Thu, 28 Dec 2023 20:41:14 GMT

My phone was under contract and so insurance for a contracted phone breaking was not required, plus I am covered by my house insurance anyway should that be required.

It was purchased direct from o2 as an upgrade. I have been an o2 customer for years.

Why does it not sound right? They are simply not replying to complaints is all.

Samsung have confirmed their approved repairer is EE and that is where you have to take phones.

EE have also taken over some BT things now too.

Re: Broken Z Flip 4 after 5 months and no reply from o2

jonsie — Thu, 28 Dec 2023 20:53:01 GMT

Book Your Repair with an Authorised Service Centre | Samsung UK

Samsung will pick up your phone by courier

Re: Broken Z Flip 4 after 5 months and no reply from o2

Enlli — Thu, 28 Dec 2023 20:56:41 GMT

Just because a phone is in contract does not mean it is free to repair Samsung do offer a 2 year warranty but if your contract is 3 years the last year is your responsibility as is any repair not covered by warranty

Apple are worse!

If you have gone through the ombudsman then O2 won't reply until they make a decision.

Re: Broken Z Flip 4 after 5 months and no reply from o2

Oxonian — Sat, 30 Dec 2023 11:55:40 GMT

@Neddie wrote:
I just wondered if anyone else has had issues like this with O2 not replying.

The answer to that question is undoubtedly "yes", as this forum is littered with accusations from customers of O2 ignoring them or not responding to issues and queries.

Re: Broken Z Flip 4 after 5 months and no reply from o2

Oxonian — Sat, 30 Dec 2023 12:01:28 GMT

@Neddie wrote:
EE have also taken over some BT things now too.

EE and BT are now one and the same company. There is a gradual rebranding in progress which will see EE become the consumer brand for the organisation and BT become the brand that businesses and commercial customers buy from.

You can find plenty about this by Googling for something like "BT EE merger" or by looking at BT's website.

Re: Broken Z Flip 4 after 5 months and no reply from o2

Oxonian — Sat, 30 Dec 2023 12:14:25 GMT

@Neddie

I am a little confused by what you have written here. However, a couple of further thoughts come to mind.

What have you gone to the Ombudsman for ? I assume that you are trying to recover your £530 ?

You have got a new 'phone. But have you still got your old one ? If so, what are you going to do with it ? You mention your house insurance - will your policy pay for a repair ? If it won't, you might be able to sell it "for spares or repair" on eBay ?

Alternatively, if you want it as a spare device or to sell as a working handset, a local repairer might be an option ?

I cannot see that you are going to recover your £530 and get your defective handset repaired under warranty.

Please keep us updated on developments.

Re: Broken Z Flip 4 after 5 months and no reply from o2

Neddie — Sat, 30 Dec 2023 12:47:59 GMT

Hi.

Sorry for the confusion.

What I had written was a simplified version of a month long battle.

Basically I had a 36 month contract directly with O2 on my Samsung Z Flip 4. It started breaking within 5 months (the main screen being unresponsive at times and the screen protector coming off) despite it being in otherwise pristine condition.

I went into an O2 shop as I was passing and they told me to call Samsung and they would sort it.

They used to offer a doorstep repair as mentioned above (thanks for the link). I was however told by Samsung they are no longer offering this service for Flip or Fold phones.

Samsung told me that the only way to get it sorted was to take it to their approved repair centre which is now EE. Apparently they have now entered into a contract with EE which means they do all the Samsung repairs.

I queried this with O2 who didn't agree.

I was then in a battle with O2 who said they should repair my phone and not EE, but Samsung said as they hold the warranty on the phone, even if it is under contract, if I was to use O2 to repair it, it would invalidate my warranty. So one was I invalidated my contract and the other way I invalidated my warranty. I was completely stuck!

In the end, a manager on the o2 Customer Service line authorised a replacement and told me to call and arrange when they could do the swap as it was very much still under warranty.

I tried calling back but could never get past the first person, despite already being promised a new phone and which detail should have been on my account.

I raised a complaint and in the meantime the front screen broke completely.

As I was out I went to the nearest O2 shop, told them what had happened and the manager said they had seen lots of issues with the Flip and Fold phones. He couldn't exchange it for a new one without the authority of customer services but despite trying for 3 hours he couldn't get through either! In fact at one point they hung up on him.

As I need to be contactable 24 7 and also need a decent phone for Medical tracking reasons, the only way we thought we could sort it was for me to upgrade. As I was only 6 months by then into the contract, upgrading my phone cost me £530.

I got a Google Pixel 8 as I didn't want to touch Samsung or a Flip by then!!

We didn't think I should be paying this, but that was the only option as I also need to keep my own number. It was basically us not being able to get through to customer service so the manager could action what they had promised that was the problem.

Under the Consumer Rights Act a product sold should last the term of the contract and I was only 6 months in (5 months when it all started), so I was entitled to a repair or replacement, but not getting through to o2 customer service and them not replying was the issue and my hands were tied.

I am claiming back the £530+ I paid to upgrade which I should not have had to pay.

I still have the broken handset but no one wants Trade in Z Flips. Now I know why!!

Re: Broken Z Flip 4 after 5 months and no reply from o2

Neddie — Sat, 30 Dec 2023 12:51:12 GMT

I was only 5 months into the contract when it started and 6 months when it broke.

See below for more information.

Re: Broken Z Flip 4 after 5 months and no reply from o2

Neddie — Sat, 30 Dec 2023 12:52:06 GMT

Thanks. I tried this many times but when you get through to the bit where you say it's a Flip Phone it tells you to ring them and that's when you get told to take it to EE.

Re: Broken Z Flip 4 after 5 months and no reply from o2

Neddie — Sat, 30 Dec 2023 12:53:18 GMT

Oh and also when I did contact EE, they wouldn't do it because they said the Flip phones are rubbish and it would only break again anyway!! Helpful

Re: Broken Z Flip 4 after 5 months and no reply from o2

Oxonian — Sun, 31 Dec 2023 12:17:58 GMT

@Neddie

Good luck !