I am absolutely fuming!
I took my Z Fold 4 to an 02 store as the screen protector had started lifting along the fold on the large screen, and there was white and black lines running from the top to the bottom of the screen making it unusable. The store manager inspected my phone, said it was in excellent condition and confirmed it was physical construction damage. He checked that it was still under warranty (which it was….covered by the 3 year warranty) and completed a service repair form to send my phone to the repair service. I used the tracking repair service to keep up to date with how the repair progress was going. It took over a week for my phone to get from the store to the repair centre and today after only having my phone for one day I received a notification on the tracking service to say that the repair is not covered under the warranty and that it will cost me £650 to have my phone repaired. The only comment under the reason for the decision is “Customer damage”
I declined the repair and requested my phone be returned to me, and I emailed a complaint to 02’s complaint panel. I have been an 02 customer for over a decade and this is the first time I have made a request for a repair and I am so upset and angry that it has been assumed that I damaged my phone when I absolutely did not.
I would love to know if anyone else has had a similar problem and/or complained and what the outcome was. I won’t be an 02 customer after my current contract ends (1 year left!) if the repair isn’t carried out under warranty.
