Hi.
Sorry for the confusion.
What I had written was a simplified version of a month long battle.
Basically I had a 36 month contract directly with O2 on my Samsung Z Flip 4. It started breaking within 5 months (the main screen being unresponsive at times and the screen protector coming off) despite it being in otherwise pristine condition.
I went into an O2 shop as I was passing and they told me to call Samsung and they would sort it.
They used to offer a doorstep repair as mentioned above (thanks for the link). I was however told by Samsung they are no longer offering this service for Flip or Fold phones.
Samsung told me that the only way to get it sorted was to take it to their approved repair centre which is now EE. Apparently they have now entered into a contract with EE which means they do all the Samsung repairs.
I queried this with O2 who didn't agree.
I was then in a battle with O2 who said they should repair my phone and not EE, but Samsung said as they hold the warranty on the phone, even if it is under contract, if I was to use O2 to repair it, it would invalidate my warranty. So one was I invalidated my contract and the other way I invalidated my warranty. I was completely stuck!
In the end, a manager on the o2 Customer Service line authorised a replacement and told me to call and arrange when they could do the swap as it was very much still under warranty.
I tried calling back but could never get past the first person, despite already being promised a new phone and which detail should have been on my account.
I raised a complaint and in the meantime the front screen broke completely.
As I was out I went to the nearest O2 shop, told them what had happened and the manager said they had seen lots of issues with the Flip and Fold phones. He couldn't exchange it for a new one without the authority of customer services but despite trying for 3 hours he couldn't get through either! In fact at one point they hung up on him.
As I need to be contactable 24 7 and also need a decent phone for Medical tracking reasons, the only way we thought we could sort it was for me to upgrade. As I was only 6 months by then into the contract, upgrading my phone cost me £530.
I got a Google Pixel 8 as I didn't want to touch Samsung or a Flip by then!!
We didn't think I should be paying this, but that was the only option as I also need to keep my own number. It was basically us not being able to get through to customer service so the manager could action what they had promised that was the problem.
Under the Consumer Rights Act a product sold should last the term of the contract and I was only 6 months in (5 months when it all started), so I was entitled to a repair or replacement, but not getting through to o2 customer service and them not replying was the issue and my hands were tied.
I am claiming back the £530+ I paid to upgrade which I should not have had to pay.
I still have the broken handset but no one wants Trade in Z Flips. Now I know why!!
