O2 phone repair con

[Anonymous]

I bought a refurbished Xperia u from O2 online. One evening it was running laggy so I shut it down only to find it would not turn back on. At this point I had owned it for 7 weeks. I tired charging etc but no luck. The phone is hardly ever used as it is my spare and is in pristine condition, no scratches marks etc and never dropped.
It was sent for repair by O2 and returned within 2 days unrepaired but without any explanation. it was immediately returned for repair again and is now marked as unrepaired due to excessive force damage meaning that components on the board have come loose.
O2 refuse to repair it under warranty and it is deemed Beyond economical repair.

How the hell can excessive force have been applied if I have never dropped it? It is like new. I'm thinking damage may have been caused prior to my purchasing as a refurb but I can't prove it.
If the shop refuse to offer me a replacement when it arrives back this time, I will demonstrate excessive force on a phone by smashing it in front of all other customers.

O2 repair facility seem to be a huge con. After reading about water damage it seems they will come up with any excuse to get out of repair.
Either my phone was damaged prior or during refurb or was manufactured incorrectly, buti it doesn't work now and as far as O2 are concerned its my fault and I can just by a new one.

[Anonymous]

My phone was returned to the shop today in pristine condition unrepaired. With a note saying it was damaged outside of warranty. No other explanation.
It was a payg phone for which I didn't use the supplied sim as I already had one. The shop reckon they can't follow it up without the phone number that came with the phone, even though its payg and I never used the sim.

They did offer me £100 of a 2 year contract and a galaxy ace. Meaning i will have to pay a further £200 for something I don't want. I told them to shove it.

There is no way this phone has been subjected to excessive force. I'm now going to take it apart and see if the alleged damage even exists.

[MI5]

If you take it apart yourself you will void any warranty you have remaining. Why not take it directly to Apple for a second opinion....?

[Anonymous]

I could take it to Apple. Nearest store is 25 miles away. However, I'm not sure Apple will fix a Sony phone.

Anyway the screws are scratched now by the repair monkeys, so me having a go won't make a blind bit of difference!

[MI5]

Ooops, LOL, don't know why I thought you had an iPhone, sorry

[Anonymous]

Today I called O2 customer support on the matter using the number provided by the letter from the repair company. Customer support were useless providing no solution nor knowing where I could complain too. It seems that they know nothing about buying from O2 online and even less because it was a refurbished phone.
My advice- don't but anything from O2 online. The shops won't help and neither will phone and the website support (chat) is a joke.
I just contacted Sony via online chat and they have provided me with details to send it for appraisal and possible repair. I'm going to open it myself first and take photos of the internals.
If Sony or I find different, God help the poor sods in the local O2 because I will go nuts!

[perksie]

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@Anonymous wrote:

If Sony or I find different, God help the poor sods in the local O2 because I will go nuts!

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You will lose any support you've had here if you start making threats!

Keep it calm eh!

[Anonymous]

Going nuts is hardly a threat is it? Going nuts is raising my voice in the shop to an assistant to get my point across.

What support am I going to lose anyway?

[Anonymous]

The will to anybody that you want helping you or getting this anywhere near solved

[Anonymous]

As far as I see there is only advice given here. There isn't any help per se.
Posting that I'm going to get angry 'going nuts' is hardly crime of the century.
I've now highlighted my issue that may well assist customers of O2 that have similar experiences, so that they know that they aren't the only ones.

Since you can't stand a raised voice I will longer post any further. I don't want to upset anybody.

If you ever have issues with purchases I wish you well with your silent protest and posts to a neutered Internet forum.

[jonsie]

You make some good points but unfortunately your best option is to make an official complaint and see where that takes you. O2's repairers don't have the best reputation. Don't give up is my best advice.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

Let us know the eventual outcome Cossack.