Confused about Nokia Warranty

brownca

Hi, this is my first post, I was just wondering if anyone could help me with getting my phone fixed.

It randomly stopped turning on the other day, so I sent it back to 3 under the Nokia Limited warranty. They sent me a letter back saying that there is "physical damage" to the phone (part of the plastic silver border around the phone snapped off) and this isn't covered under the warranty. Fair enough, but that wasn't what I wanted repaired - I just wanted my phone to turn on again.

I checked the warranty to see if such damage would completely void it so I couldn't get it repaired at all. It seemed to suggest that the only things that would void the warranty are unauthorised modifications to the phone, and exposure to moistness (5 and 6 under 'What is not covered'). I emailed Nokia to confirm that this was the case, but they said any physical damage will void the warranty. The wording doesn't suggest this at all, and I've replied to Nokia asking them for the exact paragraph where it says this.

My question is basically, am I right in thinking I should still get my phone repaired?




*Tried to post link to warranty but can't because I'm a new user. Google "nokia limited warranty"*

4743hudsonj

brownca wrote: »

Hi, this is my first post, I was just wondering if anyone could help me with getting my phone fixed.

It randomly stopped turning on the other day, so I sent it back to 3 under the Nokia Limited warranty. They sent me a letter back saying that there is "physical damage" to the phone (part of the plastic silver border around the phone snapped off) and this isn't covered under the warranty. Fair enough, but that wasn't what I wanted repaired - I just wanted my phone to turn on again.

I checked the warranty to see if such damage would completely void it so I couldn't get it repaired at all. It seemed to suggest that the only things that would void the warranty are unauthorised modifications to the phone, and exposure to moistness (5 and 6 under 'What is not covered'). I emailed Nokia to confirm that this was the case, but they said any physical damage will void the warranty. The wording doesn't suggest this at all, and I've replied to Nokia asking them for the exact paragraph where it says this.

My question is basically, am I right in thinking I should still get my phone repaired?




*Tried to post link to warranty but can't because I'm a new user. Google "nokia limited warranty"*

it sounds like 3 have miss understood the damage?

go in store with it and explain again.

prl100

I work for another mobile phone network and this is the policy that we have as well. It is very difficult trying to explain to someone whose phone is not making calls that they have to pay for a new LCD as they made a small crack in it at some point (minor LCD damage is quite a common one).

A lot of people react quite badly to this news (and usually take it out on me - not that I can do much about it!)

The reason I got from the repair agent was that the damage caused invalidates the warranty and the manufacturer will not attempt any work on the phone until it is put back to its proper state (or words to those effect).

I don't like it either BTW.

brownca

The thing is, it doesn't say anywhere in the warranty that the damage will invalidate it. I can understand if it looks like the internal damage was caused by damage to the outside of the phone, but it's a little plastic border round the edge of the phone that the phone would function perfectly well without.

Anyway, there is a new chapter to the story now. I phoned up 3 about this, the woman conceded that the minor damage should not invalidate the warranty and she went on to say that the not-turning-on aspect of the phone had been fixed, but they just recommended that I get the damage fixed. I told her it was too minor to even worry about, so I asked her to just return the phone to me. She told me I would not be charged.

Today I got the phone back - it still wouldn't turn on and now I'm being charged £19.99 in administrative charges! There must be something I can do, does anyone have any advice?