O2 Repair says phone is not in warranty

[Seank123]

I have just had a 6 month old LG Nexus 4 fail to update to 4.3 (received an update notification and clicked on 'Restart and Install' but the thing just ended up with the Google logo on screen for 12 hours before I took it to my local shop) - it has been sent to the repair centre and I have just had a text saying

'Sorry, but the problem with your phone isn't covered by the warranty....'

Have checked the repairs website and that says:

'Thank you for sending your Mobile Phone to us for Repair. Unfortunately your handset is not covered under the manufacturer’s warranty so we have raised the following estimate for you: O2 Retail | [OOW] All Other (A) - Software'

Which seems to be a different thing to what the text says.  What does 'O2 Retail | [OOW] All Other (A) - Software' mean?

It hasn't been rooted and there is no damage at all to the phone.

[Anonymous · Accepted solution]

Hi and Welcome to the forum,

I'm not sure what that means, it may mean the OS is corrupted so for a more detailed explanation I would suggest phoning 02 on 202 from an 02 phone or 4445 if your on PAYG.

Here's a similar thread to yours.

http://community.o2.co.uk/t5/Android-Devices-Samsung-HTC-Sony/02-refusing-to-repair-a-faulty-phone/t...

Hopefully another member will be along who may be able to suggest ways of removing the update by rolling back to the previous os {if possible}

Within this thread is a write up on performing a reset.

http://community.o2.co.uk/t5/Android-Devices-Samsung-HTC-Sony/Galaxy-Ace-keeps-turning-itself-off-ne...

If 02 are not helping then perhaps seek assistance from the manufacturer themselves.

https://wws.lg.com/uk/support/repair-service/schedule-repair

You are clearly within the manufacturers 12 month warranty.

[jonsie]

What they are trying to say is that the software is the problem and not covered by warranty. (OOW=out of warranty). I would go straight to the manufacturers and fire off a complaint to O2.

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28Rel...

[Seank123]

Thanks - the 'Guru' in the shop tried to do a reset but he couldn't find the option...

Couold I manually restore the OS - everything is backed up so don't have a problem with wiping it completely!

Thanks for the LG link too!

[Anonymous]

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@Seank123 wrote:

Thanks - the 'Guru' in the shop tried to do a reset but he couldn't find the option...

Could I manually restore the OS - everything is backed up so don't have a problem with wiping it completely!

Thanks for the LG link too!

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Your welcome for the link.

Rolling back cannot be done on a stock phone ,I believe, hopefully a PhanDroid can confirm if this is required or not, and that's a whole new ball game, and you would need to do a lot of homework on the subject to be fully informed of the pro's and cons'.

As your pretty new to this I wouldn't suggest you do this.

[Rycal]

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@Seank123 wrote:

Thanks - the 'Guru' in the shop tried to do a reset but he couldn't find the option...

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Turn off the phone, press and hold volume then also press power simultaneously until the phone turns on. You should now see the word START apear on the screen. Press volume down until it displays the word RECOVERY, press power and the phone should boot into recovery mode. You should see an image of the Android man with an exclamation mark, at this point you need to hold down power and press volume up and you should get some new options - use the volume buttons to navigate to WIPE DATA/FACTORY RESET and press power. Scroll down to yes and press power again.

This should erase everything and allow the phone to boot back up. *fingers crossed*