topic Re: Replacement 'refurbished' phones in Discussions & Feedback

Replacement 'refurbished' phones

Anonymous — Sun, 26 Aug 2012 08:15:14 GMT

Just recently got the galaxy s3 in white on release day from O2 as an upgrade. I've been really happy with it, I like to look after my phones very well, very careful not to drop them, clean it regularly, place it in my pocket with no keys/coins in and with the screen facing inwards ect....sad I know. So the other day I was surprised to take my phone out of my pocket and notice a crack in the Gorilla glass, as it hadn't been knocked or dropped I was quite annoyed. So I rang O2 up and was told that as I had had the phone for a couple of months I would have to pay 96 quid for it to be repaired as a screen damage voids the warranty. BECAUSE OF CAUSE SCREEN CRACKING CANT BE A MANUFACTURER ISSUE CAN IT??
Annoyed but with no other choice I said to go ahead with it. Explaining that time was important as I fly out to Africa for 3 months in the next week. Yesterday I received my 'repaired' phone back. Straight away I noticed that the surround that goes around the screen has been replaced for the blue phone one! I thought typical but it wasn't a big problem so was going to leave it. Started the laborious job of getting the phone back to how I had it, then pressed the volume button and it doesn't work!! Even tho it has been through 'rigorous checks', they failed to notice that one of its only 3 buttons doesn't work!

Rang O2 again and the are sending a refurbed phone our. In my time with O2 I have had 8 or 9 'refurbed' phones and most have gone back with faults, the classic was one that wouldn't turn on out of the box!
WHY IS IT YOU BY A 15 QUID TOASTER FROM ASDA AND 11 MONTHS LATER IF IT GOES FAULTY YOU CAN TAKE IT BACK WITH A RECIEPT AND THEY WILL GIVE YOU A NEW ONE - YET YOU BUY A 500 QUID PHONE FROM O2 THAT'S FAULTY AND THEY SEND YOU A REFURBED PHONE THAT'S BEEN DONE BY CHIMPS!!

Re: Replacement 'refurbished' phones

Anonymous — Sun, 26 Aug 2012 09:25:26 GMT

Because few, if any, have challenged that fact in court.

Re: Replacement 'refurbished' phones

anticpated — Sun, 26 Aug 2012 09:36:13 GMT

Because O2 are middlemen really. It's a pity you never dealt with Samsung or an agent directly.

O2 should not be charging for repairs which aren't your fault without sufficient proof anyway.

Since it's only new I would demand a new handset. It's not like it's 6 months old. Gorilla glass as a rule generally very tough.

Re: Replacement 'refurbished' phones

Anonymous — Sun, 26 Aug 2012 10:33:32 GMT

Is this right that they shouldn't charge if the fault is to do with the phone not the user? As online many are saying they are having issues with the Gorilla glass breaking seemingly on its own??

When u speak to O2 no one seems to know what there on about, they all say different things

Re: Replacement 'refurbished' phones

Anonymous — Sun, 26 Aug 2012 15:28:51 GMT

Any glass can have faults which can't be identified during the manufacturing process.

Re: Replacement 'refurbished' phones

Anonymous — Sun, 26 Aug 2012 15:46:13 GMT

So why have I been charged 96 quid for a 'repair' then?

Re: Replacement 'refurbished' phones

perksie — Sun, 26 Aug 2012 15:50:14 GMT

@Anonymous wrote:
So why have I been charged 96 quid for a 'repair' then?

They will always start by assuming broken glass is accidental damage, otherwise everyone with a broken screen would expect a free repair.

If a manufacturer admits a known fault then by going directly to them you would get a free repair, even then it can be done on a case by case basis.

Re: Replacement 'refurbished' phones

anticpated — Sun, 26 Aug 2012 21:07:43 GMT

OK I understand this however that's like presuming everyone are out to scam insurances and contactors.

Re: Replacement 'refurbished' phones

Anonymous — Sun, 21 Oct 2012 22:18:02 GMT

I recently dropped my phone and cracked the screen.O2 willreplace it but with a 2nd hand phone even though at the point of sale the salesman told me that the insurance would give me brand new handset if I claimed.

Has anyone else encountered this problem? And what was the out come?

Technically this is extortion!!!

Re: Replacement 'refurbished' phones

Liquid — Sun, 21 Oct 2012 22:34:26 GMT

The 2nd hand phones tend to be refurbs.

You won't notice any difference in handset quality:)

Re: Replacement 'refurbished' phones

perksie — Sun, 21 Oct 2012 22:39:07 GMT

@Anonymous wrote:
Technically this is extortion!!!

Only if the policy states any replacement will be on a new for old basis.

I would be happy with a refurb.

Re: Replacement 'refurbished' phones

Anonymous — Mon, 22 Oct 2012 18:49:33 GMT

Well the salesman told meit was new for old and that why I insured the phone for over a tenner a month, I could have bought one from ebay for what Ive paid and would have prefered to do that than line the pockets of a scumbag on commission.

Re: Replacement 'refurbished' phones

Liquid — Mon, 22 Oct 2012 19:26:46 GMT

Are they on commission?:/

Majority of "new" handsets you'll find for sale are refurbed. They'll be reboxed as new. Otherwise cracked handsets will just end up at a landfill we don't want that:)

Re: Replacement 'refurbished' phones

MI5 — Mon, 22 Oct 2012 19:38:54 GMT

Does it starte "new for old" in the policy wording...?

Re: Replacement 'refurbished' phones

Anonymous — Mon, 22 Oct 2012 20:13:36 GMT

Nope but at point of sale it was told it would be "replaced with a brand new handset".

Re: Replacement 'refurbished' phones

jonsie — Mon, 22 Oct 2012 20:18:45 GMT

What does it actually state in the policy?

Re: Replacement 'refurbished' phones

MI5 — Mon, 22 Oct 2012 20:19:40 GMT

I think you might struggle to get any recompence unless you can prove you were categorically told it was a new for old policy, unfortunatley, but I do sympathise. I hate insurance (for anything) and only have what is required by law these days having been ripped off too many times in the past.....