O2 Repar, Damaged theri end! HELP?

[Anonymous]

Hi,

I sent my Nokia Lumia 930 in for repair as after the windows 10 update the phone rebooted and just got stuck in a boot loop of turning its self on and off.

after waiting 2 weeks i contacted them to ask what was happening with my phone they said they have sent it to nokia for repair and Nokia have sent it back and as soon as they recive it they will post it back to me and i can expect it to affive on wednesday the 11th (yesterday) the phone didnt arrive so today i called them only to be told they have a quotation to repir my screen?? (How can it be on its way to me one miniuet and then a broken screen the next??) i told them there was nothing wrong with my screen and they must have the wrong phone details but they are adament that my screen is broken and its not coverd under warranty.

I know 100% that they phone was fine when i sent it to them and i more than enough made sure that the packaging was fine so i dount it got damaged on the way to them, they said after reciving the phone they sent iot to nokia to be fixed so im guessing that it got damaged then somehow? 

But to make things worse they want £230 to fix my screen!!?? Thats more than what the phone costs to buy new!

I have said i refuse to pay for damage that i didnt do and i also refuse to execpt my phone back with damage that wasnt there when i sent it to them.

What rights do i have and what can i do about this horrible situation im in?

Thanks in advance.

[jonsie]

Another horror Anovo  experience. Obviously you have been lied to and the phone wasn't sent to Nokia. Demand the phone back for inspection or ask them to send photographic proof of the cracked display. If indeed the screen is cracked it has been done by their hamfisted cowboys.

Shame you didn't take photos of the phone before you sent it off.

Complain here : http://www.o2.co.uk/how-to-complain

[Anonymous]

Thnaks for the reply!

i have asked them for proof of my broken screen and and breakdown of the quotation to justify the £230 to repair bill...and they refused to do so. 😞

I feel gutted that they would do this to me.

[jonsie]

Truth be known, this excuse for a company don't care whose money they try to fraudulently take (allegedly).

They are the reason we always advise to deal directly with the manufacturer.

[PhoneDoc]

 Welcome to the community @Anonymous!

If there's any physical damage to the handset, this would have to be repaired before any issues could be fixed under warranty. Is it possible that there could be a minor fault with the screen or display that you were unaware of at the time of sending, or thought may be insignificant? Such as ghosting, displaying inappropriate colours, or a small chip in the screen?

Another possibility is that there was a breakdown in communication and the quotation was generated because of another out-of-warranty issue with the handset.

The only way to be certain would be to examine the device upon return and read the accompanying engineers report. If there is damage to the phone that did not exist before it left your care, O2 will investigate when reported to customer services on 202. It might also be worth phoning in the meantime to get more details on the issue.

From experience though, one of those first two eventualities would be the most common.

Hope this helps

[Anonymous]

No the phone was fine, i had used it to install the update and all was working fine untill i rebooted it and that where the problem started.

There never was an issue with the screen at all, i feel they have damaged it their end and they are just trying to con me, i mean they wont even send me proof that the screen is damaged. Surely they cant legaly do that?

Im going to conatct the ombudsmen tomorrow and raise a case againts them.

will that help?

[Anonymous]

lesson learned the hard way for me then!

In future i will go to the manufacturer!

[adamtemp64]

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@Anonymous wrote:

No the phone was fine, i had used it to install the update and all was working fine untill i rebooted it and that where the problem started.

There never was an issue with the screen at all, i feel they have damaged it their end and they are just trying to con me, i mean they wont even send me proof that the screen is damaged. Surely they cant legaly do that?

Im going to conatct the ombudsmen tomorrow and raise a case againts them.

will that help?

---

No you first have to follow the full complaints process as in the link at the bottom of this page  http://www.o2.co.uk/how-to-complain

[viridis]

This thread scores 0% on my surprised scale

[Anonymous]

I have sent an email about what is going on. Hope fully they will resole this but i doubt it by they way the repars team where talking to me as he said there is no way i can prove that they broke it so they would never take responsability for it. 😞