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Issue not resolved after repair

Anonymous
Not applicable

Hi all

I have a Samsung Galaxy Mini. I have had it on a contract for 1 year. Some time ago it started to switch itself off randomly, and I could only switch it off after removing the battery and replacing it.

The battery charges and holds a charge, so that doesn't seem to be an issue.

I contacted O2 and they advised me to do various things, at one point said they would send me instructions by e-mail, which they never did.

Last week, after much live chat, they asked me to send the phone back and I took it to the O2 shop, explained the problem all over again, and the phone was sent off for repair.

Yesterday I received the phone back with a letter saying it was fixed, software updated and ready to go. I charged the phone and it seemed ok until this morning; it was fine when I got up but then it switched off again, and again only worked when I removed the battery and replaced it.

O2 live chat were hopeless, and after 50 minutes with them I asked for a number to call. Called the number, got cut off twice, waited 30 minutes in total only to be told to send the phone back again for repair. I asked if they would replace it even temporarily while it was sent away but they refused. That will be 2 weeks I have been without a phone. The receipt for the repair says it is in warranty, but the problem is non-warranty (not sure how they know that as they don't seem to have a grip on what the problem is).  I have been unable to locate their policy on repairs. Hoping someone can advise me and help bring my blood pressure to an acceptable level 😕

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viridis
Level 56: Guvnor
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Contact samsung directly.
Their level of service is much, much better.

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viridis
Level 56: Guvnor
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Contact samsung directly.
Their level of service is much, much better.

View solution in original post

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MI5
Level 94: Supreme
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3 attempts to repair the same fault and O2 will replace the phone if not fixed.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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jonsie
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Your best option would be to contact Samsung support and arrange the repair through them to be honest. I and many others have no faith in O2's repairers.

http://www.samsung.com/uk/info/contactus.html

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Anonymous
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Cheers all, contacted Samsung - their engineer will look at it instore and we'll take it from there.

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jonsie
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