O2 Repair Service

[Anonymous]

I have returned my phone for repair but engineers can't replicate the fault so are sending back which I understand. I asked the repair centre if I could replicate the fault in the O2 shop would they accept the O2 representatives endorsement. They said no the engineer must be able to replicate the fault but I could keep returning my phone to them to see if they can replicate the fault. Apparently the O2 representative witnessing the fault is not good enough and I am expected to either put up with the problem or keep returning my phone for repair in the hope an engineer can replicate the fault. A phone whose battery regularly goes from 40% to switching off in under 5 mins is no good to me, pretty poor customer service and off to EE to see if they will buy the last few months of my contract out.

[MI5]

Is it a Samsung?
If so, it's a faulty or dirty charge port.

[Cleoriff]

Is it still under warranty? You may want to give Samsung a call

http://www.samsung.com/uk/support/

[Anonymous]

In the repair guys defence, hearing that something happened isnt the same as seeing it, hes not saying he doesnt believe you just that he cannot replicate the circumstance. I had a similar situation with a car when I was younger, engine used to cut out at speed, mechanic couldnt work out why, only when my uncle got a lift did he realise that I was revving the nuts off it (I was a bit of a boy racer wannabee) which was setting off a termperature sensor, which caused the engine to cut out. It couldnt have been diagnosed without seeing the fact I used to drive like a muppet.

Obviously its a slightly different scenario,now my assumption is they can check out the physical side of the phone, flash the software, but for all we know there is an app you open on start up that just consumes energy (microsoft soiltaire for example is a known culprit for this).

Just hearing about it may not be enough, they may need to observe all factors, or the fault may be annoyingly intermittent

[Anonymous]

Although it has just occured to me, if you only have a few months left ring CS, complain and ask for an early upgrade as a good will gesture, its probably easier in the long run than sending your phone back and forth anyway.

[Cleoriff]

It would be better in the long run to ring Samsung. They would be able to run a proper diagnostic test on the fault...I am not sure that O2 repairers have that level of skill from everything you read on here about them. If the phone is less than 2 years old it will be under warranty...even if it isn't samsung would be the best to advise...

[MI5]

If it is a Samsung......
I only asked the question, but it's not been answered yet.

[Cleoriff]

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@MI5 wrote:
If it is a Samsung......
I only asked the question, but it's not been answered yet.

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True....however the op would be better talking to the manufacturer (whatever the make of phone) ...They will be much better at running specific diagnostic tests than Anova...?

[MI5]

I'd agree with that 100%

[PhoneDoc]

It's also worth pointing out that manufcaturers themselves have service centres in most UK cities, the closest one can be found on the support pages of their websites. This could be more benificial for you and save you from having to send the phone away again. The closest service centre for my Samsung is 5 minutes drive from my house, and I don't live anywhere fancy like London. O2 can provide you with proof of purchase if needed.

As @Anonymous mentioned, on a practical level, a fair amount of issues can be user-dependent and the engineers would have to be able to replicate the problem in order to know exactly how to proceed. On a professional level, they also likely have to work within strict guidelines set by the manufacturers to prevent uneccessary repairs or even further damage to the device.

Hope this helps