Phone repair complaint

[Anonymous]

Apologies if this is the wrong place to post but I recently elected to have my phone (an unbranded HTC Senstation) repaired as there was dust under the screen. Nothing serious but annoying, sent the phone off through an o2 store but asked to have it delivered to my house.
The repair was quick and had the phone back in half the time I was quoted, however the courier posted my phone through the letterbox at 7:30 in the morning despite someone obviously being in,
First question is does anyone know who Anovo use as courier I asked o2 CS but they werent sure, I know it wasn't DPD but thats about it.
Next question is, is there a way to remove the o2 rom on the phone without having to root etc, as I have had to have it replaced again either due to shoddy repair or the courier's actions.
(Came back with more faults on it than it had when I sent it.. Inconsistent haptic feedback etc, completely discharging the battery within 3 hours, generally very slow, had 7 crashes in 8 hours and wouldnt sync properly)
The replacement has o2 branding on the software whereas my original didnt so I would of gotten ICS when HTC released it instead of having to wait for o2 to test and I am kind of impatient in that regard..

[Anonymous]

Hi.
Sounds like they have done a bog standard firmware update and added their software.
very cheeky !
Im not sure why they would have needed to do this as you state all you wanted to do was remove the dust.
Did you get the handset from carfone warehouse etc as the original did not have 02 branding ?

[Anonymous]

If you ask for your phone to be returned to your home instead of the store then it's sent by Royal Mail, hence why it was put through letterbox.

[Anonymous]

Chunky, I got my phone from phones4u not only because the monthly was cheaper along with the phone but specifically so it would have an unbranded phone.
Canwefixit, Thanks, it wasn't posted by royal mail, I was told definitely a courier. Plus it was far too early to be RM was posted at 7:30am, RM don't post til after 9 where I live.

[Anonymous]

Well I wish you luck in presenting your case to the shop/network.

[Anonymous]

Thanks, the phone has already been replaced and apart from the notification light flashing for no reason at times all is good, just wanted to file a complaint with the couriers company as I doubt I wad the first to have a phone possibly damaged due to them although I think Anovo should shoulder some of the blame for such shoddy packaging.

[Anonymous]

when i used annova with some n8 issues a while back they were friendy and helpfull but didnt get the job done at all ie the phone came back with a dodgy screen still and also with the added bonus of some worn torx screws even though the nokia service guide says to throw away old screws the technician just re-fitted the old torx screws
i believe they use ups delivery , well they did on the few times i have had to use them
about your phone being flashed with o2 firmware , even if the phone doesnt need to be flashed they will do the work on the phone , then it goes through quality control and is usaully flashed in this part of the process to make sure its working and its clean when it comes back to you . I know its annoying in your case as youve ended up with the wrong firmware , however i can see that its probs just a procedure they follow on each and every job .
hopefully you get things sorted to a level that your happy with i honestly wouldnt send another phone back to annavo , no way.

[Anonymous]

Well never did find out which courier delivered my phone, however the exchanged phone has no developed dust under the screen in under a week!!!!
Not happy at all as it is a refurbed phone and as this is a common fault they should of at least checked for it. Luckily got onto CS and they will exchange this phone for the Sensation XE which as it is a newer model hopefully shouldnt develop this fault... If there is one thing I cannot fault it is o2's Customer Service! Shame about their repair contracters

[Anonymous]

Hi all

I have been with o2 for over ten years now and upgraded over a year ago to an I-phone, when I upgraded in the o2 shop I was asked if I wanted to carry on with my insurance, I said yes and have been paying it for over a year. three days ago I dropped it and the screen broke but it still works perfectly.

I called o2 and they informed me I had the wrong insurance and should have upgraded it when I upgraded my phone, although they have been happy to take my money for the insurance for over a year and it was sold to me as a package in thier shop by thier salesman.

Any way they said they would honour the insurance and put me onto thier insurance department, "yes we can get your phone changed for you in a couple of days" said the guy on the phone, oh but there is an excess to pay ( I thought an excess was to help with some of the costs) of £150, "what" I am a heavy phone user and although I have been paying insurance for over a year o2 want to charge me £150 excess for a repair I can get done anywhere for £50.

Does this sound fair, comments please

[adamtemp64]

answered in duplicate thread