Phone Warranty

[Anonymous]

I am asking this here as it nothing to do with O2 but I just wanted a general opinion on something

A women I know took out a contract phone (not a smartphone,just a general everyday type phone ) with one of the big supermarket providers ( T ) and after 2 months the speaker would only work intermittently, after returning to the the store she was told that it would need sending away for inspection which would take 3 weeks with no mention of a loan handset etc

she then gets a letter saying that as speakers are not covered under a phones warranty she will have to pay £45 for it to be repaired

i find this rather strange that a company can choose which components inside an electronic device are or are not under warranty, i have told her to complain directly in writing as surely a 2 month old phone should be under warranty for all of it's bit's and pieces

just curious to hear what other's think of this seemingly strange warranty condition of speakers not being covered,there was no damage at all to the phone and none was mentioned in the letter,just that it needed replacing at a cost of £45

[Anonymous]

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Hi and Welcome to the Community Forum,

We are all here to help wether you got the phone from 02 or not  

IMO you have a couple of avenues you could take.

Clearly the handset is under the initial 12 month warranty and as long as no impact damage is evident, they are duty bound to repair or replace the handset.

Either you can have them address this or go directly to the phone manufacturer.

The Sales of Goods Act 1979 http://www.legislation.gov.uk/ukpga/1979/54 covers you.

Their is no way that you should be asked to pay for a repair to the phone.

They should be clearly explaining why they are asking you to pay for the repair, and in some cases provide photographic evidence.

Personally I'd be completing out their online complaint form and seeking out their CEO's e mail address to seek resolvement, and I also would be e mailing the phone manufacturer to ask the same question.

Loan phones are usually reserved for Contract Customers if this service is offered in their T&C's. Some ask for a returnable deposit to be given.

Take a look at both companies T&C's to read their small print.

[perksie]

Something wrong there, speakers would be covered by the guarantee without a doubt.

She should send it off again.

[Anonymous]

 Thanks for the advice guys, i am trying to get her to take it further and tell them in no uncertain terms that as there is absolutely no physical damage to the phone it is covered under warranty

[Anonymous]

Your very welcome.

Perhaps in time you could update your thread with the outcome.

Take care.

[Anonymous]

 I have asked this morning and she is now using her daughters old phone as she doesnt want to pay £45 for the speaker to be replaced, i dont understand it myself and i would have gone back to Tesco and asked for a warranty repair as it is still a brand new phone,but i guess different people have differing outlooks on these things, i certainly wouldnt let Tesco just say it has to be paid for with no explanation as to how they can claim a phone speaker is not covered under warranty,the letter made no mention of any damage to the phone or why it is not covered,just basicly that it is not and speakers are a paid repair

so at the moment nothing is being done and the phone is being paid for but not being used.!!!!

[Anonymous]

Thanks for taking the time to return and update your thread.

I suppose it's down to the owner at the end of the day.

Like you say people have different ways of dealing with things. Some people just don't like confrontational situations.