Hacked off

[Anonymous]

Got new phone 4 weeks ago s5 and today it went off and won't go on,been told I need to hand it in for repair,and pay £25 for loan of phone surely 4 weeks I should get straight replacement

[MI5 · Accepted solution]

O2's policy is within 14 days to replace, after that it's a repair, but we usually avoid O2 for repairs and go to Samsung directly.

[Cleoriff]

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@MI5 wrote:
O2's policy is within 14 days to replace, after that it's a repair, but we usually avoid O2 for repairs and go to Samsung directly.

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As @MI5 says please avoid O2 repairers...They dont seem to have a very good reputation. A link here for Samsung http://www.samsung.com/uk/support/ The site will give you a repair centre close to where you live.

[Anonymous]

The £25 is a deposit for the loan phone. You will be refunded this when you hand it back in.

[viridis]

Longest length I've had a replacement was 22 days for the Z2.
Headphone port stopped working, I rang and they wanted to repair, I "constantly insisted" at a replacement as I felt it was unreasonable to expect such failure within a month.
Just my own experience.

[jonsie]

Try calling O2 and attempt to get the phone replacedbut if they insist on a repair then Samsung is your best option though you won't get a loan phone going down that route.

[Anonymous]

If you do have to send the handset away, make sure you take plenty of pictures of it before boxing it up.

Sometimes handset get broken during transit and you may need to prove the condition of the device before posting it.