I've been a customer with o2 for 5 years now, still in a contract for 11 months and I have to say that as soon as my contract is up I will be cancelling with them and going elsehwere. Never had any problems with T-mobile, and no this has nothing to do with their recent network coverage loss (though that's hardly working in their favour as it's happened 3 times this year so far).
My iPhone 4s black 64gb came up with a few faults a while ago and the most recent was making it a nightmare so I handed it into Edinburgh's Cameron Toll branch for repair. All going fine. Explained the four faults with it: the earphone jack sometimes didn't know you had disconnected the earphones and there was no way to get it to emit sound as there was no earphones connected (but the phone didn't seem to know that) so the volume bar disapeared, because of this the phone no longer worker properly with certain docks, like the one I bought with the phone for the app to set the time and show the weather etc (£60 from o2 when i bought the phone) also a part of the screen was discoloured for no reason, and last of all (the fault I handed it in because of) the phone switched itself on and off constantly when the battery got below 30%.
I then got a call from the repairs team who informed me that Apple phones come with a limited maufacturers warranty and that I had voided this because my back plate was chipped and that the repair would cost £119 as they wouldn't pay for it, making it pointless as my insurance excess is £100. The "chip" on the backplate isn't actually a chip at all, it is an absolutely miniscule score (from taking my keys out my pocket with the phone in the same pocket). In effect it is a quite deep scratch, to call it a chip is being generous. Infact it's not a chip at all since none of the plastic is actually missing it's just been pressed in a certain place. To make sure I'm being clear you can only notice this mark by turning the phone round so it catches the light and it measures less than 1mm in any direction.
I phoned Apple themselves who confirmed that this is complete nonsense the only way to void your warranty is to remove screws/the backplate itself. E.g unauthorised tampering or repair. They wont repair cosmetic damage (e.g if I broked my screen) but these were known faults with the model and had nothing to do with the miniscule mark on the top edge.
Phoned o2 customer services as I'm now out of warranty (they took 6 days to get back to me about the repair, and then a further 3 to post it back to store). They say that my warranty was voided, which as I've explained is pure fiction.
Even if there was a clause in the contract I signed that said "we are not liable for repairs if you have absolutely tiny marks on the back of the phone, and these void your warranty" it wouldn't really be legal in any case. Even though neither your equipment agreement nor apples warranty says anything of the sort.
Infact your equipment agreement says the exact opposite:
" If you bought your Equipment or SIM Card directly from us and it is defective, not in accordance with any description given to you by us, not reasonably fit for purpose or it develops a fault, you’ll be able to return it for repair and, if appropriate, replacement or refund if you follow our repair and returns policy."
This is your statutory rights in a nutshell, which I already knew and have explained to you.
Nowhere is this get out of jail free card your repair centre are banging on about.
I'm now waiting on a call back from a customer service manager, and have been for 5 hours.
Considering I've for the past 5 years always bought, your most expensive phone, on your most expensive tariff and bought accessories on top of this, it's a pretty shocking way to treat a customer, and there is little if any chance that I will be dealing with you again.
Infact I'll probably just take off the bolt ons and buy myself out the contract and go elsewhere, so you will in effect have done yourself out of £10 bolt on x11 + a new 24 month contract and whatever accessories I bought at the time. All for the sake of repairing a phone for a customer that complied with all your own policies.
Unless this manager can somehow fix the problem and offer something for me having to be without my phone twice, and you causing this farce in the first place. 😕
>>>>>>>>>>>>>>>>
