Advice Re: Damaged iphone handset

[Anonymous]

Hi,

I am looking for advice about customer damage to my iphone handset.
I gave the handset to my local store because the internal sim card holder was broken.
I was given a receipt stating nature of repair - internal sim card holder replacement, handset condition OK.
The phone was then sent by o2 to a repair company who requested £140 for the repair, because the handset was damaged.
The damage was described as a gap in the handset- customer damage.
The shop advisor stated that he had examined the phone and the handset was fine, hence why the receipt stated handset condition OK.
The shop sent the handset to o2 customer services who replied that the damage could not have been caused in transit and it is customer damage.
I have phoned customer service myself and whilst they are sypmathetic, they say I have to deal with the shop.
The shop will not forward me the emails from customer service, but I have been in and allowed to read them, though they refused to print them off for me.
I can not get the name of the person at customer service who has decided that it is customer damage.
I am baffled how I can have a receipt that states handset condition OK when the phone went in to the shop, the advisor in the shop examined the phone and yet customer service state - customer damage.
I am happy to pay for the replacement internal sim card holder which I have a quote for of much less than £140 but not the damage to the handset itself.
Any advice greatly appreaciated.

[Anonymous]

I'd advise making a formal complaint to customer services, perhaps discuss the matter with a manager.

If you really want a copy of the emails and notes on your account regarding this, you can request a copy of this under the data protection act:

Go to www.o2.co.uk/subjectaccess

You'll need to complate this form:

http://service.o2.co.uk/IQ/SRVS/Data/O2 ... 20Form.pdf

Once the form has been completed, print it off and sign it. Send it recorded delivery to the below address ensuring you enclose a cheque or postal order for £10.00 made payable to Telefónica O2 UK Ltd:

Data Controller
Telefonica O2 UK Limited
Arlington Business Centre
Suite N
Leeds
West Yorkshire
LS11 0NE

Hope this helps !

[Anonymous]

Many thanks.
I will try "subject access" - All I want really is to understand the logic behind decision on customer damage to the handset, when the receipt states handset OK and for that,I need to know who sent the emails to the shop from customer services.

[perksie]

Just bear in mind the staff in the o2 shop can only assess the condition of the phone as they see it, they are not specialist technicians.

The receipt you were given can only reflect what they could see when you handed it in.

[Anonymous]

Personally when ive had to send off a handset ive always taken dated and time stamped photographic records of the handset to back up any counter claim !

In one instance a shop sent my handset off for repair under warranty {not o2}, and it came back with a cloned imei number in it !

Now that was interesting.

The manager of the shop couldn't swap the fone quick enough and give me £100 as an apology !!

Hope you get fast resolution.

[Anonymous]

Hi

Thanks for the replies.
Accepted, the advisor is not a technician, however, I am told by him that the damage is external and is visible.
Never thought of taking photographs before I sent the handset and too late to turn the clock back now. I suppose I did not envisage all this hassle for a simple repair.

[Anonymous]

Personally when ive had to send off a handset ive always taken dated and time stamped photographic records of the handset to back up any counter claim !
In one instance a shop sent my handset off for repair under warranty {not o2}, and it came back with a cloned imei number in it !
Now that was interesting.
The manager of the shop couldn't swap the fone quick enough and give me £100 as an apology !!
Hope you get fast resolution.

Yep - I take pics too. I haven't had to use them yet, but it's definitely worth doing so you have a bit of extra evidence when the phone/insurance companies start playing up.

That's a little worrying about the cloned IMEI...? Quite funny that the shop manager filled his pants and sorted it out ASAP though

[Anonymous]

Hi

An update...
Picked up a replacement handset from the o2 shop today.
I had to be quite persistant, polite and logical, after being unsuccessful with customer services because they referred me to the shop, the shop referred to customer services and so on... I was hitting brick walls.
Eventually, a suggestion to the manager that he discuss the issue with the area manager resulted in a phone call saying I was being issued with a replacement handset.
Advice: Per other replies take photos !!
Additional advice: Keep receipts, boxes, paperwork and a record of all conversations, and ask for names !
Did fire off a complaint to the o2 complaints review service - 9 days down and still waiting for a reply, other than their automated reply sevice.
Would not mind, but if you do a bit of googling, you will find that O2 profess to have a very good complaints service.
Maybe I am just too impatient
Tnanks for the advice anyway and I hope my experience / advice helps others should anybody have a similar problem

[Anonymous]

Hi
An update...
Picked up a replacement handset from the o2 shop today.
I had to be quite persistant, polite and logical, after being unsuccessful with customer services because they referred me to the shop, the shop referred to customer services and so on... I was hitting brick walls.
Eventually, a suggestion to the manager that he discuss the issue with the area manager resulted in a phone call saying I was being issued with a replacement handset.
Advice: Per other replies take photos !!
Additional advice: Keep receipts, boxes, paperwork and a record of all conversations, and ask for names !
Did fire off a complaint to the o2 complaints review service - 9 days down and still waiting for a reply, other than their automated reply sevice.
Would not mind, but if you do a bit of googling, you will find that O2 profess to have a very good complaints service.
Maybe I am just too impatient
Tnanks for the advice anyway and I hope my experience / advice helps others should anybody have a similar problem

I'm happy you got your new handset, however it is unlikely that the tiny part of the sim tray was damaged in transit. Even if this is the case, I think it is silly they ask so much to fit it. You will get a reply from the complaints review service, when you get this, keep the persons email address that replys back to you, you can always send an email to this address in the future and get a lot quicker reply.

[Anonymous]

As far as I know even Apple, who have a fixed price for replacements will just sell you a sim card tray for about £7 as they don't have to do anything just give you it and you slot it in.