Phone registered with Samsung as Grey but the phone was sold to me as black - s8 like new

[DazzaWolves]

Hi,

So i booked my phone in with samsung repair to get the screen fixed which was cracked.

The cost was £254, they came today but werent able to repair the phone as the details i provided them (the IME number which is the one thats on my mobile) stated the phone was Orchid Grey but when i ordered the refurbished phone from o2 it was advertised as Midnight Black like new model.

They couldnt do the repair because it would break Samsung repair guidelines and i would have to get the fingerprint scanner replaced aswell for an additional £49.

I spoken to o2 who were useless and just said i should have gone to o2 repair and pay the same price but not have my phone for 3 - 5 working days and the phone is black (which yes it is but originally it was a orchid grey and has been modified to the midnight black trim) and Samsung said they couldnt offer anything to fix the matter.

The problem i have is Samsung Repair automatically refunded the money after they couldnt fix the device but deduded the call out fee of £59.99 and i feel that i shouldnt have to pay that due the fact i ordered a midnight black model and wasnt told it was orginally a orchid grey model.

Has anyone else had the same problem or can give me advice im at a loss here after being on the phone for 4 hours going around in circles.

Thanks

Daz

[Cleoriff]

@DazzaWolves 

I haven't seen this issue before though can see where it would be a problem with Samsung regarding the differing IMEI numbers.

If it's not fixed then you have a couple of options:

Return it to O2 for them to repair OR

Take it to a a mobile phone repair shop and ask them for a quote to repair it. Go with the  quickest if you are unable to be without your phone for any length of time.  

Hope that helps and welcome to the forum

[MI5]

@DazzaWolves 

I can't understand why Samsung won't complete the repair.

Assuming the phone was a certified refurbished device from O2 they shouldn't have a problem as the colour makes no difference to the repair.

Have you got a receipt from O2 showing the status of the phone, the colour as supplied to you and the IMEI number.? Get this and try Samsung again.

If not, I see no alternative but for O2 to replace the phone as Samsung are basically saying that they provided you a blackmarket device.

[Marjo]

Hi @DazzaWolves ,

How are you getting on this week? Have you made any progress since you last posted or are you still stuck with this?