02 iphone warranty and insurance - beware

laratt

Would really like Martin to check this out please - my Iphone 3G3 broke at New Year - could not make and receive calls and went dead when taken off the charge even though the battery was full. This was likely caused by phone falling on floor. However NO damage to the external casing. It was under warranty and 02 said it needed to be fixed under the warranty - 2 weeks later warranty refused to fix the real problem of the "can not make and receive calls issue" free of charge because there was a scratch on the phone casing and a tiny gap in the casing mould - hence invalidating the warranty - they want to charge me £140 - SHOW ME ANYONE who has managed to keep their Iphone casing pristine without a mark - YOU NEED TO or your warranty will be invalidated if your phone breaks down! So then I called my phone insurance thinking this is covered there - it was but who knew that O2 phone insurance has hiked their Iphone excesses from £50 - the terms and conditions I signed up to - to £150! - due to the high volume of I phone claims! I was not told about this excess increase - surely they cant go round changing the terms and conditions ? What a cop out - either way even though my phone is both under warranty and insured I still have to pay £140-£150 to get it fixed. How is that right?

lucylucky

laratt wrote: »

Would really like Martin to check this out please - my Iphone 3G3 broke at New Year - could not make and receive calls and went dead when taken off the charge even though the battery was full. This was likely caused by phone falling on floor. However NO damage to the external casing. It was under warranty and 02 said it needed to be fixed under the warranty - 2 weeks later warranty refused to fix the real problem of the "can not make and receive calls issue" free of charge because there was a scratch on the phone casing and a tiny gap in the casing mould - hence invalidating the warranty - they want to charge me £140 - SHOW ME ANYONE who has managed to keep their Iphone casing pristine without a mark (My mate - you would think his iphone was just out of the shop!)- YOU NEED TO or your warranty will be invalidated if your phone breaks down! So then I called my phone insurance thinking this is covered there - it was but who knew that O2 phone insurance has hiked their Iphone excesses from £50 - the terms and conditions I signed up to - to £150! - due to the high volume of I phone claims! I was not told about this excess increase - surely they cant go round changing the terms and conditions ? What a cop out - either way even though my phone is both under warranty and insured I still have to pay £140-£150 to get it fixed. How is that right?

Got an Apple shop near you? They might take a look at it at the Genius bar.

shell820810

yeah, if its less than a year old, take it straight to Apple. They will sort it out free of charge. They do check for water damage though.

Edit to add: if you are out of 1 year Apple warranty, they will replace it for £140-£150 if they find a fault - looks like its time to cancel that rip off insurance!!

gjchester

laratt wrote: »

This was likely caused by phone falling on floor.

Sorry but any phone falling on floor is not covered by any warranty, it's user damaged.

shell820810

gjchester wrote: »

Sorry but any phone falling on floor is not covered by any warranty, it's user damaged.

I'm sorry but a £400-500 phone should be able to withstand a bit of wear and tear. If the outside is ok, not cracked, chipped etc, I would expect the casing to be hardy enough to protect the inside.

Wintermute

gjchester wrote: »

Sorry but any phone falling on floor is not covered by any warranty, it's user damaged.

Pretty much. You could try you're luck with Apple, but if it's obviously due to you dropping it then you're going to be out of luck.
Your insurance excess will vary depending on the number of claims you've made (at £150 I'm guessing it's not your first) and how much you're paying per month.

Blackpool_Saver

gjchester wrote: »

Sorry but any phone falling on floor is not covered by any warranty, it's user damaged.

http://www.o2.co.uk/iphone/insurance

It says it is here

gjchester

shell820810 wrote: »

I'm sorry but a £400-500 phone should be able to withstand a bit of wear and tear. If the outside is ok, not cracked, chipped etc, I would expect the casing to be hardy enough to protect the inside.

Not really. Wear and tear is one thing, but this is not wear and tear. It all depends how it hits the floor.

Drop an egg and if you can land it on it's point, without it toppling over, and it won't break, stand on an egg point to point and it won't smash. That same egg though if it falls on it's side will smash from the slightest impact. How the impact happens make a huge difference to how any object (or phone) withstands the impact.

How many times have you dropped a glass and it's been fine, then catch it the wrong way lightly and it shatters.

Doesn't change the point. The phone was dropped and thus user damaged, you would not expect to be able to drop a laptop without damage why expect a phone to. Is there any wonder the iPhone excess has gone up when cases like this happen.

gjchester

Blackpool_Saver wrote: »

http://www.o2.co.uk/iphone/insurance

It says it is here

Under the INSURANCE yes, not under warranty.

Wintermute

Blackpool_Saver wrote: »

http://www.o2.co.uk/iphone/insurance

It says it is here

It says insurance will cover the phone, it doesn't say the warranty will. The insurance will cover the phone, but the OP isn't happy with the excess.

Blackpool_Saver

gjchester wrote: »

Under the INSURANCE yes, not under warranty.

Aaaaah yes, hmmmm, all this is very interesting to me as I am about to upgrade to iphone4 with 02, I see you can get a cover for it, think I will invest in one of those then it can't get scratched, and one of those bumpers too.....