Replacement 'refurbished' phones

[Anonymous]

Just recently got the galaxy s3 in white on release day from O2 as an upgrade. I've been really happy with it, I like to look after my phones very well, very careful not to drop them, clean it regularly, place it in my pocket with no keys/coins in and with the screen facing inwards ect....sad I know. So the other day I was surprised to take my phone out of my pocket and notice a crack in the Gorilla glass, as it hadn't been knocked or dropped I was quite annoyed. So I rang O2 up and was told that as I had had the phone for a couple of months I would have to pay 96 quid for it to be repaired as a screen damage voids the warranty. BECAUSE OF CAUSE SCREEN CRACKING CANT BE A MANUFACTURER ISSUE CAN IT??
Annoyed but with no other choice I said to go ahead with it. Explaining that time was important as I fly out to Africa for 3 months in the next week. Yesterday I received my 'repaired' phone back. Straight away I noticed that the surround that goes around the screen has been replaced for the blue phone one! I thought typical but it wasn't a big problem so was going to leave it. Started the laborious job of getting the phone back to how I had it, then pressed the volume button and it doesn't work!! Even tho it has been through 'rigorous checks', they failed to notice that one of its only 3 buttons doesn't work!

Rang O2 again and the are sending a refurbed phone our. In my time with O2 I have had 8 or 9 'refurbed' phones and most have gone back with faults, the classic was one that wouldn't turn on out of the box!
WHY IS IT YOU BY A 15 QUID TOASTER FROM ASDA AND 11 MONTHS LATER IF IT GOES FAULTY YOU CAN TAKE IT BACK WITH A RECIEPT AND THEY WILL GIVE YOU A NEW ONE - YET YOU BUY A 500 QUID PHONE FROM O2 THAT'S FAULTY AND THEY SEND YOU A REFURBED PHONE THAT'S BEEN DONE BY CHIMPS!!

[Anonymous]

Because few, if any, have challenged that fact in court.

[anticpated]

Because O2 are middlemen really. It's a pity you never dealt with Samsung or an agent directly.

O2 should not be charging for repairs which aren't your fault without sufficient proof anyway.

Since it's only new I would demand a new handset. It's not like it's 6 months old. Gorilla glass as a rule generally very tough.

[Anonymous]

Is this right that they shouldn't charge if the fault is to do with the phone not the user? As online many are saying they are having issues with the Gorilla glass breaking seemingly on its own??

When u speak to O2 no one seems to know what there on about, they all say different things

[Anonymous]

Any glass can have faults which can't be identified during the manufacturing process.

[Anonymous]

So why have I been charged 96 quid for a 'repair' then?

[perksie]

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@Anonymous wrote:
So why have I been charged 96 quid for a 'repair' then?

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They will always start by assuming broken glass is accidental damage, otherwise everyone with a broken screen would expect a free repair.

If a manufacturer admits a known fault then by going directly to them you would get a free repair, even then it can be done on a case by case basis.

[anticpated]

OK I understand this however that's like presuming everyone are out to scam insurances and contactors. 

[Anonymous]

I recently dropped my phone and cracked the screen.O2 willreplace it but with a 2nd hand phone even though at the point of sale the salesman told me that the insurance would give me  brand new handset if I claimed.

Has anyone else encountered this problem? And what was the out come?

Technically this is extortion!!!

[Liquid]

The 2nd hand phones tend to be refurbs.

You won't notice any difference in handset quality:)