Carphone warehouse won't repair my phone

papichan

I entered into an Orange contract sold to me by carphone warehouse 9 months ago. The phone (HTC hero) had an intermittent fault which meant it sometimes turned off when I was using it. This got worse and one day it would not turn back on. Orange say they can't help me as they did not sell me the handset, they only provide the air time. Ok, took the phone to carphone and they sent it to their repair centre who have said: "We've tried our very best to fix your device but, unfortunately as it has a serious fault we were unable to repair it and regrettably the fault is not covered by the manufacturers warranty. Please check your options if you are covered elsewhere or speak to our instore consultant to see if you are eligible for a subsidised upgrade with us. We could also provide you with up to 10% discount to buy a replacement device." After calling them all they could tell me is that there was apparant water damage. Having never exposed the phone to water I can only assume they are going on the moisture detection sticker and blaming the fault on that. I now have an expensive contract that I can't see anyway out of because I stupidly bought from carphone and not orange direct and I am without a phone to use any of the features I am paying for, I can't afford to buy a new smart phone and shouldn't have to anyway. It seems they are just trying to get out of replacing the handset. Please help me with any advice. thank you

gjchester

Unfortunatly water damaged is water damage, and not covered by any warranty. You may not have got it wet but a lot of people who say that use the phone in the rain, have it in a jacket pocket when raining, and it could be tripped by condensation. It would not matter who it was bought from you'd get the same response from anyone.

You can try sending it to HTC they may fix it under warranty, or may offer a paid for repair, but read there terms and conditions first, I think they charge a fee to return the phone if you don't accept the repair.

You could also consider any insurance you have, either mobile or household insurance if it covers all risks.

MissKeith

Carphone don't handle repairs for HTC, it would have gone off to the manufacturers for repair anyway so that decision was made by HTC and not Carphone.

papichan

No,it is their repair centre (carphone) that is claiming this, carphone warehouse told me what their repair centre said. HTC have had no record of the job, I checked.

papichan

"You may not have got it wet but a lot of people who say that use the phone in the rain, have it in a jacket pocket when raining, and it could be tripped by condensation."
Thanks but isn't that everyday usage? how could one not have it in a jacket pocket when raining at some point in time? That phones sensor is so near to the edge of a case that it isn't tightly sealed at all it seems unfair what has happened to me. Thanks for your reply, I can see many weeks of hassling HTC are ahead....

Rusty!

papichan wrote: »

No,it is their repair centre (carphone) that is claiming this, carphone warehouse told me what their repair centre said. HTC have had no record of the job, I checked.

In that case, arrange a repair with direct with HTC, their service is pretty decent IMO.

vixmony

I agree i also find its much easier and faster to go back straight to manufacturer, all they will probably ask you is when you purchased the handset and if it's within warranty they will sort you out.

papichan

Cheers, will get on to HTC and see what they say..

Browntoa

but be prepared for them to also say it was water damaged if the internal stickers have changed colour

papichan

Browntoa wrote: »

but be prepared for them to also say it was water damaged if the internal stickers have changed colour

Ok, if they do refuse and say that and that is to be their evidence, what is my position legally if I want to dispute it? It is just a sticker after all. I feel like I don't want to give up but also don't want to embark on a battle I have no chance of winning.

bris

It's not just a sticker, it's a water detecting device to prove moisture has got into the phone. Very difficult to get a repair done due to water damage.