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Issue with repair center - Samsung Galaxy Z Flip3 5G

PaulH2
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Seriously pi##ed off with O2 today - sent my Samsung Galaxy Z Flip3 5G back to the repair center to fix a lifting screen protector on my phone, right through the middle. As part of the factory device, this should be covered by the O2 repair process - and yet, after several weeks of waiting the phone has been sent back to me, unrepaired, with the excuse that the engineer couldn't find the problem. 

 

Seriously, O2 can't see what's wrong with this? Now I'm stuck with a phone I dare not use. 15 years at O2 - thanks guys. 

 

20230118_170032.jpg

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madasaf1sh
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@PaulH2 


The repairs are done via Ingram Micro and not o2 direct. 

I am not 100% sure Screen Protectors are covered under warranty, but one to ask Samsung.


I would just go direct to Samsung, and get it done via them, or if you have a Samsung Experience store nearby then nip in, and they may be able to sort there and then

--
iPhone 16 Pro Max - o2 and Spusu
Xperia 1V - Spusu

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This is not customer services and we dont have access to your account
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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Bambino
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@PaulH2 To add to the advice from @madasaf1sh, use this link if you have no store nearby:

Product Help & Support | Samsung UK

I DO NOT WORK FOR O2



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PaulH2
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@madasaf1sh Under consumer law, the burden of repairs lies with the seller of the item, not the manufacturer. Just because O2 have illegally decided to abdicate their responsibility to Samsung, does not mean I shouldn't expect a decent repair service. I certain don't expect to be told there is nothing wrong with the phone, when there clearly is. 

 

@Bambino - Already tried that route, seem to be stuck in an eternal loop with Samsung asking me what the problem is, I tell them about the screen issue, and they suggest I contact Samsung and send me back to the beginning again. 

 

Don't we all deserve better customer service than this? It's ridiculous frankly. 

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madasaf1sh
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@PaulH2 


I agree, but I always go via the manufacturer direct, rather than a 3rd party seller, as its always quicker. 

Just have a look at the Samsung Community, and you will see what a mess the screen protector issue is with most service centres under Samsung's directive are not covering it, as Screen Protectors peel off on any phone. 

So to be fair Ingram Micro are only following what Samsung have told them.. Hence the advice to go direct... 


There is nothing wrong with the phone, its a screen protector you could replace yourself for £12

--
iPhone 16 Pro Max - o2 and Spusu
Xperia 1V - Spusu

--
This is not customer services and we dont have access to your account
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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PaulH2
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Found this link to a Samsung replacement service which suggests that I shouldn't attempt that myself: however, as the phone is only 6 months old I'll try the service out. Certainly suggests there's a problem with these flip phones, though. 

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