topic O2 Repair Service in Discussions & Feedback

O2 Repair Service

Anonymous — Thu, 12 May 2016 10:55:22 GMT

I have returned my phone for repair but engineers can't replicate the fault so are sending back which I understand. I asked the repair centre if I could replicate the fault in the O2 shop would they accept the O2 representatives endorsement. They said no the engineer must be able to replicate the fault but I could keep returning my phone to them to see if they can replicate the fault. Apparently the O2 representative witnessing the fault is not good enough and I am expected to either put up with the problem or keep returning my phone for repair in the hope an engineer can replicate the fault. A phone whose battery regularly goes from 40% to switching off in under 5 mins is no good to me, pretty poor customer service and off to EE to see if they will buy the last few months of my contract out.

Re: O2 Repair Service

MI5 — Thu, 12 May 2016 10:59:07 GMT

Is it a Samsung?
If so, it's a faulty or dirty charge port.

Re: O2 Repair Service

Cleoriff — Thu, 12 May 2016 11:02:34 GMT

Is it still under warranty? You may want to give Samsung a call

http://www.samsung.com/uk/support/

Re: O2 Repair Service

Anonymous — Thu, 12 May 2016 11:25:42 GMT

In the repair guys defence, hearing that something happened isnt the same as seeing it, hes not saying he doesnt believe you just that he cannot replicate the circumstance. I had a similar situation with a car when I was younger, engine used to cut out at speed, mechanic couldnt work out why, only when my uncle got a lift did he realise that I was revving the nuts off it (I was a bit of a boy racer wannabee) which was setting off a termperature sensor, which caused the engine to cut out. It couldnt have been diagnosed without seeing the fact I used to drive like a muppet.

Obviously its a slightly different scenario,now my assumption is they can check out the physical side of the phone, flash the software, but for all we know there is an app you open on start up that just consumes energy (microsoft soiltaire for example is a known culprit for this).

Just hearing about it may not be enough, they may need to observe all factors, or the fault may be annoyingly intermittent

Re: O2 Repair Service

Anonymous — Thu, 12 May 2016 11:32:40 GMT

Although it has just occured to me, if you only have a few months left ring CS, complain and ask for an early upgrade as a good will gesture, its probably easier in the long run than sending your phone back and forth anyway.

Re: O2 Repair Service

Cleoriff — Thu, 12 May 2016 11:37:39 GMT

It would be better in the long run to ring Samsung. They would be able to run a proper diagnostic test on the fault...I am not sure that O2 repairers have that level of skill from everything you read on here about them. If the phone is less than 2 years old it will be under warranty...even if it isn't samsung would be the best to advise...

Re: O2 Repair Service

MI5 — Thu, 12 May 2016 11:48:30 GMT

If it is a Samsung......
I only asked the question, but it's not been answered yet.

Re: O2 Repair Service

Cleoriff — Thu, 12 May 2016 12:00:23 GMT

@MI5 wrote:
If it is a Samsung......
I only asked the question, but it's not been answered yet.

True....however the op would be better talking to the manufacturer (whatever the make of phone) ...They will be much better at running specific diagnostic tests than Anova...?

Re: O2 Repair Service

MI5 — Thu, 12 May 2016 12:03:01 GMT

I'd agree with that 100%

Re: O2 Repair Service

PhoneDoc — Thu, 12 May 2016 12:03:22 GMT

It's also worth pointing out that manufcaturers themselves have service centres in most UK cities, the closest one can be found on the support pages of their websites. This could be more benificial for you and save you from having to send the phone away again. The closest service centre for my Samsung is 5 minutes drive from my house, and I don't live anywhere fancy like London. O2 can provide you with proof of purchase if needed.

As @Anonymous mentioned, on a practical level, a fair amount of issues can be user-dependent and the engineers would have to be able to replicate the problem in order to know exactly how to proceed. On a professional level, they also likely have to work within strict guidelines set by the manufacturers to prevent uneccessary repairs or even further damage to the device.

Hope this helps

Re: O2 Repair Service

Anonymous — Thu, 12 May 2016 12:10:37 GMT

Thanks for all the replies, it is an HTC One Mini which is only 18mths old. I don't have an issue with the engineer it is the policy that they won't accept an O2 shop representative's word. There is no pattern to it, I was complaining to an O2 guru online about it and the battery went from 46% to switching off in a few minutes, the phone is sleeping and it happens, using some apps it happens, like I said, no pattern.

I don't see why I should be tied into a 24mth contract and the battery doesn't last 18mths, making my phone totally unreliable. It also seems unreasonable that I have to keep sending it back for them to run the same tests in the hope that it happens when they have it, why not keep it for a couple of weeks and keep testing it until it does happen.

Re: O2 Repair Service

MI5 — Thu, 12 May 2016 12:14:35 GMT

In that case I would contact HTC directly.
http://www.htc.com/uk/contact/phone/

Re: O2 Repair Service

PhoneDoc — Thu, 12 May 2016 12:29:06 GMT

Has a factory reset been performed on the phone by yourself or the repair agents? If it's a software issue that should solve it. If it's a hardware issue then I'd take @MI5's advice and contact HTC directly.

Re: O2 Repair Service

Anonymous — Thu, 12 May 2016 14:03:28 GMT

I had an HTC Windows Phone 8 which had problems with the charging port detatching. Now it was over a year ago so it may have changed, but it was fairly straight forward, contacted HTC, gave them the IMEI number etc couple of days later a courier took the phone away, four days later sent me a new one (couldnt be fixed). Don't get me wrong its annoying not havng your phone for a weekend. Hopefully its just software related so they will reinstall the software and Bobs your mothers brother, if not a new one.

Re: O2 Repair Service

Anonymous — Thu, 12 May 2016 14:24:33 GMT

Anovo at it again. Don't actually repair the problem or admit there is a fault.

As others have advised contact HTC

Re: O2 Repair Service

Anonymous — Thu, 12 May 2016 15:47:01 GMT

I have just got my phone back reset by the engineers, so let's see what happens, thanks to everyone

Re: O2 Repair Service

jonsie — Thu, 12 May 2016 15:49:34 GMT

Fingers crossed for you....

Re: O2 Repair Service

Cleoriff — Thu, 12 May 2016 15:55:39 GMT

I hope all goes well this time @Anonymous. Let us know...

Re: O2 Repair Service

MI5 — Thu, 12 May 2016 15:56:27 GMT

I doubt it's a software issue but hoping for the best.

Re: O2 Repair Service

gindygoo — Thu, 12 May 2016 16:25:37 GMT

I can see a call to HTC in the ops near future...

You've been given great advice and the manufacturers usually provide a much more palatable outcome than anovo (shouldn't anovo be added to the swear filter btw 😛) will offer.

Fingers crossed for you.