topic Re: I received a (new) damaged phone and O2 want me to pay to have it repaired. in Discussions & Feedback

I received a (new) damaged phone and O2 want me to pay to have it repaired.

Anonymous — Tue, 24 Nov 2015 14:23:17 GMT

Having upgraded my wife's phone, upon its contract renewal to the Samsung S6, it appears the phone I was sent was damaged.

I'm currently serving in the British army and spend a lot of time away from home. I ordered the wife a new phone and didn't get hold of it until two weeks after it arrived in the post.

My wife opened the phone, put it on charge over night and when she checked in the morning, there was a weird purple mark up one side of the screen, which got progressively worse, the longer it was left on. As we live in the middle of no where, the nearest shop is a 45 minutes drive away and as I was at work, we were unable to take it to the shop straight away. We alerted O2 of the fault the next day and they took it away for a check.

It now turns out that they are saying, there is a crack in the LCD display and that it was accidental fault and not covered in the warranty. Neither my wife, or I used the phone other than charging it up, It's been sat in the box for 2 weeks in a cupboard, so it was a faulty product sent to me. O2 now want me to pay for the repairs, which comes to around £260.

Is there anyway around this? can I either get a new/repaired phone or get out of my contract?

or do I have to suck it up?

I've been with O2 for over 10 years and this is how they repay my loyalty, with a faulty product and a £260 bill and no phone.

Very disappointed, will be telling friends to stay away in O2 in the future.

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

jonsie — Tue, 24 Nov 2015 14:28:51 GMT

Change of mind period is now 28 days so send the phone back and cancel the contract. Then take out a new contract.

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

MI5 — Tue, 24 Nov 2015 14:29:06 GMT

Make a claim against O2 for damage in transit, although the time lag between delivery and first use is a problem.
You can always make an official complaint if you don't feel CS are helping you enough http://www.o2.co.uk/how-to-complain

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

MI5 — Tue, 24 Nov 2015 14:31:26 GMT

@jonsie wrote:
Change of mind period is now 28 days so send the phone back and cancel the contract. Then take out a new contract.

Unfortunately they won't accept a damaged phone back.

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

viridis — Tue, 24 Nov 2015 14:34:24 GMT

Is the glass broke or the oled layer alone?

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

Anonymous — Tue, 24 Nov 2015 14:34:44 GMT

I'm informed by CS that it is past the cooling off period and they won't take back the damaged phone and am unable to leave the contract.

I think they have me by the short and curly's.

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

Anonymous — Tue, 24 Nov 2015 14:36:21 GMT

They said It was a crack in the LCD display. Whenthe phone was with us, there was no visable crack. I thought it was heat damage from the charger, due to the colouring on the screen. I'm assured it wasn't.

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

jonsie — Tue, 24 Nov 2015 14:36:48 GMT

Anovo are saying there's a cracking in the display.....The fault was reported straight away. Would you take Anovo's word for anything? I would think they cracked the display in all honesty or its completely fictitious. Me? I would send the phone back but other than that send it to the manufacturer.

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

viridis — Tue, 24 Nov 2015 14:38:33 GMT

S6 or S6 edge?

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

jonsie — Tue, 24 Nov 2015 14:38:42 GMT

The big problem was sending it away for repair in the first place....

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

Anonymous — Tue, 24 Nov 2015 14:41:10 GMT

S6 phone.

I wasnt aware that it was going to anyone but O2. They game me an envelope to post it away and I assumed as it was broken when we got it, we would get a new one. I didnt think they would do this.

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

Cleoriff — Tue, 24 Nov 2015 14:44:04 GMT

@jonsie wrote:
The big problem was sending it away for repair in the first place....

Yes but sadly people are unaware of the tricks and excuses Anova use to get out of any responsibility..

Always the users fault...always...(according to them)

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

viridis — Tue, 24 Nov 2015 14:46:17 GMT

Send it to Samsung,
Only a severe broken oled sheet will cause blackouts of colour, a "burnt" looking patch is something else

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

jonsie — Tue, 24 Nov 2015 14:49:11 GMT

@Cleoriff wrote:
@jonsie wrote:
The big problem was sending it away for repair in the first place....
Yes but sadly people are unaware of the tricks and excuses Anova use to get out of any responsibility..
Always the users fault...always...(according to them)

Always....and Christmas bonuses are due. It makes me so angry!

Re: I received a (new) damaged phone and O2 want me to pay to have it repaired.

jonsie — Tue, 24 Nov 2015 14:50:03 GMT

Always...and Christmas bonuses are due. It makes me so angry!