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.

[perksie]

I'd already told him that jonsie after the OP, now they think having a showdown with an O2 employee in a shop is the way to go.

[Anonymous]

Showdown is the wrong thing to do, definitely cause more problems than actually solving them

[jonsie]

Unfortunately it's human nature. Whilst most of us find a calm, sensible and reasonable approach achieves the best result, there are always others looking to bully and browbeat an employee to get their way.

To be fair, sometimes raising your voice out of sheer frustration is excusable under certain circumstances....of that? Guilty m'lord!

[Anonymous]

A calm peaceful approach usually works for me or just a hint in the tone of my voice

[Anonymous]

Let's get this straight. I'm not a raging psychopath who is looking to bully employees of O2 into producing a solution, anymore than you guys are a bunch of yoghurt weaving passivists who believe that a solution is going to fall into my lap.
I have a phone without any signs of external damage that is like new. It is claimed that it is damaged inside by me and therefore O2 will not provide any further assistance.
It has been sent for repair twice and twice returned with no other explanation than that it is damaged by a means excluded by the warranty and is beyond economical repair. It is seven weeks old.
The shop have offered me a £300 contract with £100 discount as a solution. My broken phone is a payg phone so this isn't exactly a good deal based on the fact the phone provided is a lower spec.
I called the number on the repair note that stated all is not lost and O2 could help. They couldn't because they don't deal with online returns repairs or complaints.
At no point in any of these 3 discussions with O2 have I raised my voice or gone nuts.
I am now sending my phone to Sony for appraisal and possible repair although my contract as a customer is with O2 and not the manufacturer.
Fortunately, Sony have a very effective customer support team and even a web chat system that isnt operated by staff unable to perform functions beyond those on a basic script.

If Sony find in my favour that the fault has not been caused by user handling then I will be have a chat with the manager of the store. He admitted the phone was immaculate, could not explain how the all edged damage could have occured but was not willing to use any discretion to assist.

Dont worry though, I'm not out to make him cry and I won't scare any customers in store. But I will draw light to the fact that maybe you can't just believe what is written on a piece of paper.

Also if Sony find that the phone is indeed damaged by the user and confirm that it is the same fault and beyond economical repair I will report back here to let you all know you can trust the O2 repair centre.

[MI5]

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@Anonymous wrote:
anymore than you guys are a bunch of yoghurt weaving passivists

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LOL, had to laugh at that

[Anonymous]

Yoghurt weaving passisvists ha ha lol

[Anonymous]

I finally got around to sending my phone off to Sony.
According to tracking it has passed from the first engineer to a second high level engineer for component repair.
It isnt fixed yet but it is looking good.
It does appear that it is being repaired under the sony warranty and that the O2 claim of damage caused by me has a distinct whiff of bovine feaces.
I'll report back in a couple of days when the repair is complete.

[gmcrostie]

My son had cause to try and get his lumia 800 repaired. the digital display not the screen cracked, o2 shop told him it was not covered by warranty as it had to have been dropped to cause this damage and quoted him £100 to fix it. They never even bothered to send it off to see what the issue is, the phone has no damage to the outside and won't even power up. Bit of a con going on here me thinks!

[Anonymous]

Well known for it unfortunately