O2 broken iPhone-advise neede!

julz5003

Hi I'm looking for some help regarding my iPhone contract with O2, i've had nothing but hassle with O2 for years (for 6 months my phone was barred for a few days each month until i phoned to complain as my bill was always paid up to date!)

Last May I tried to leave but was persuaded with the Apple iPhone, everything was fine for 6 months until the phone started freezing all the time-i returned to the O2 shop who sent it away for repair and within 7 days I was given a new one-all good so far! As my old phone was quite badly scratched i was chuffed when i got a shiney new one and decided to keep a cover on it!

April this year the same thing started happening again, i again whet back to O2 who sent it away-3 weeks later i hadnt heard anything so called and was told there was a quotation of £140 to repair as it was damaged-the button on the top was missing im told, as i said it has had a cover on the whole time and the button was present when sent away. O2 are not willing to accept this although the receipt i was given says the phone was in good condition when sent away! Theyre not interested and im told my options are £140 or fix or theyll send back the broken one!

Im 12 months into a 24 month contract so am paying £40 a month for a phone i dont have, I have read that apple are much more helpful but the warranty has run out while O2 have had the phone-what should i do? Am i fighting a losing a battle?

DarkConvict

Could complain to 02, you sent the phone away in good condition but with a fault of it freezing. The phone in the care of 02 has since sustained physical damage. Regardless of this you took out cover with 02 to repair the phone under insurance.

I would take it up with consumer direct as 3 weeks is along time to have it sent away, did u get a replacement to use whilst it was away, did you have to pay for a mobile signal you couldn't use?

julz5003

Thanks for your reply, ive tried to complain to O2 but theyre not willing to accept the phone was damaged in their care. I wasn't offered a loan phone and yeah am still being charged for the contract i cant use! Im so angry but every conversation with them ive been so nice-im not the kind of person to shout at people down the phone but it just proves you get nowhere being nice!!

DarkConvict

Give consumer direct a bell - http://www.consumerdirect.gov.uk/about/how-we-help/

If they reported the phone was in good physical condition then report it was damaged it was done so in their care and they are liable for it. Furhter more it should not matter as it was insured. You should look at 02 for a refund of this months contract price and a repair asap.

julz5003

Seems promising! Thank you very much!

johnnyroper

get you phone back and take it to local apple store,a friend of mine had problem with wifi not working he was 13 days out of warranty apple tech looked at it but could not repair so changed it free of charge.
apple are far easier to deal with than o2 it would seem

julz5003

Well I did wonder about that since I will have the paperwork to say I noted the fault when it was still within the 12 months warranty, but now with the missing button i'm not sure how it woiuld stand?

DarkConvict

With a missing button it would come under accidental damage not a warranty repair. if you atleast had the button and could show it feel of in normal use it would be another thing.
Nevertheless it is a different matter, the handset was damaged whilst in the care of O2. They admit it was in good condition and had the button, now they state the button is missing, not your fault (when it is)!

jimbms

There is one lesson to be learned here and one I tell people often, ALWAYS photograph an item from all angles with a witness present before sending it off for repair and state in a letter you send with the item that you have done this.

Fire_Fox

Always complain in writing, preferably by recorded delivery. If you were given a brand new handset six months ago it cannot be out of warranty as the warranty will restart from the delivery of the new handset - do you have a delivery note or did you register the IMEI with Apple at the time?

d123

Fire_Fox wrote: »

the warranty will restart from the delivery of the new handset - do you have a delivery note or did you register the IMEI with Apple at the time?

Apple's terms on replacements

A replacement product or part, including a userinstallable part that has been installed in accordance with instructions provided by Apple, assumes the remaining warranty of the original product or ninety (90) days from the date of replacement or repair, whichever provides longer coverage for you.

store.apple.com/