Issue not resolved after repair

[Anonymous]

Hi all

I have a Samsung Galaxy Mini. I have had it on a contract for 1 year. Some time ago it started to switch itself off randomly, and I could only switch it off after removing the battery and replacing it.

The battery charges and holds a charge, so that doesn't seem to be an issue.

I contacted O2 and they advised me to do various things, at one point said they would send me instructions by e-mail, which they never did.

Last week, after much live chat, they asked me to send the phone back and I took it to the O2 shop, explained the problem all over again, and the phone was sent off for repair.

Yesterday I received the phone back with a letter saying it was fixed, software updated and ready to go. I charged the phone and it seemed ok until this morning; it was fine when I got up but then it switched off again, and again only worked when I removed the battery and replaced it.

O2 live chat were hopeless, and after 50 minutes with them I asked for a number to call. Called the number, got cut off twice, waited 30 minutes in total only to be told to send the phone back again for repair. I asked if they would replace it even temporarily while it was sent away but they refused. That will be 2 weeks I have been without a phone. The receipt for the repair says it is in warranty, but the problem is non-warranty (not sure how they know that as they don't seem to have a grip on what the problem is).  I have been unable to locate their policy on repairs. Hoping someone can advise me and help bring my blood pressure to an acceptable level 😕

[viridis · Accepted solution]

Contact samsung directly.
Their level of service is much, much better.

[MI5]

3 attempts to repair the same fault and O2 will replace the phone if not fixed.

[jonsie]

Your best option would be to contact Samsung support and arrange the repair through them to be honest. I and many others have no faith in O2's repairers.

http://www.samsung.com/uk/info/contactus.html

[Anonymous]

Cheers all, contacted Samsung - their engineer will look at it instore and we'll take it from there.

[jonsie]

Ok good luck