Faulty Galaxy S5 Refurbishment - Bent!

[Anonymous]

Hi all,

Recently, I lost my S5. It was covered by O2 insurance so I paid my £60 excess, and after recieving what can only be described as poor customer service, I received my phone a week later. I had to constantly chase up O2 who promised me they would send me documentation and never did (or sent it to an email address that wasn't even mine!) I also told the customer service rep that I lost my £30 case (bought from O2) which she said would be covered. I was then messed about as I was told I would have to claim again for the case with proof of purchase. I left it there, as by this point, I'd received the phone and bought a new case for it.

When I received the phone, the first thing I noticed was it didn't have the proper S5 screen protector, therefore I knew I had received a refurb. The second thing I noticed was the battery didn't sit in the phone correctly and constantly pushed against the back cover, causing the phone to say the cover was not attached properly (as it is waterproof you get an annoying popup). Upon close inspection, there was a small crease near the volume button which I didn't really care about as I just wanted my phone up and running again.

After having the phone exactly 4 weeks, the screen stopped working. There is a crack in the LCD and glass (which is meant to be  Corning Gorilla Glass 3 with Native Damage Resistance). Both cracks are stemming from the same crease near the volume button. The phone now has a serious bend to it, however it has never been dropped or kept in a pocket with keys/money etc in. I believe this bend is due to the refurb not being sufficiently checked during its refurbishment, and subsiquenty, I recieved a phone which was not fit for purpose.

I am sending the phone back today, to ANOVO UK. Is this cover by warranty as I am shocked as to the poor quality of a phone which was meant to be a replacement.

Kind regards,

Sam

[Cleoriff]

Hi @Anonymous

Did you follow @Toby's advice and send him a PM.? He offered to help with your problem. Please click on his name in this post and send him a private message

[Toby]

Hi @Anonymous,

Send me another PM and We'll look into this for you.

[MI5]

It was obvious that was going to be the response.

[viridis]

Interesting that they didn't quote for a bent chassis

[jonsie]

Not entirely unexpected....

[Anonymous]

So after having a think, I believe the best way for me to fix the phone would be to pursue another insurance claim for damage as I believe it would be cheaper than having it fixed from Anovo.

In their terms, o2 insure states

1.  In respect of an insured handset the Excess applicable for successful accidental damage and theft claims is £60

2. In the event of a successful loss claim the Excess applicable for the first claim is £60 and any subsequent claim is £120.

Am I right in thinking my excess would be £60, even though I lost my last phone? 

Regards,

Sam

[Cleoriff]

Hi @Anonymous

I am going to ask again if you PM'd the community manager @Toby as suggested by us (and invited to by Toby himself)

I expect he will give you more valuable practical help than anyone posting on here if honest...(we can only advise) Also it is difficult to say for sure about the excess. As far as I can see this would be your second claim but for two different phones (one being a replacement?)

[Toby]

 Hi @Anonymous,

Please send em a private message if you would like me to investigate this for you. I can talk to the rest of the team.