O2 problem with repair and guarantee

kitscot

Hi! My daughter's boyfriend has an Iphone with O2. He got it May 2010. Around two weeks ago he found that the phone started to do starnge things. For example the phone would open up applications when no appropriate button had been pressed.
So, he took it into the O2 shop as it was of course still under a one year guarantee. The shop told him it would have to be sent away to be repaired and that would take upto two weeks. This was of course acceptable to my daughter's boyfriend and the shop gave him another (non smart) phone in the meantime.
Today, 4th April, O2 called to say that they would not be carrying out the repair as their was two scratches on the screen (which are barely visible) and that the battery charger socket is slightly loose. They said that they were cancelling the guarantee and it would cost £140 to carry out the repair. My daughter's boyfriend asked what the problem with the phone was and they replied that it was a software problem.
This seems to me ridiculous and and the scratches and loose battery charger socket are what I would define as normal wear and tear, (especially the battery charger socket with the amount of times one has to charge the phone), and cannot see why that would prohibit the repair of a software problem.
I am planning to go to the local O2 shop tomorrow with my daughter's boyfriend to try and get to the bottom of this but would like to too know where we stand and if O2 is correct in what they are doing?
Any help or advice would be gratefully received.

Regards

Kit

MisterBrico

To be brutally honest just go to apple.

All O2 repairs go to the same place and while usually very good any damage as minor as it seems means they wont fix things, why? Because the manufacturer won't pay them if it falls outside the warranty, where as they have no Lee way, apple do.

Things like cracks to the cases etc no matter how trivial mean O2 can't fix it under apples guarantee , going into store won't help because it wasn't the guys in the shop who rejected it, they simply processed it then had the fun of giving the bad news

So go online , book an appointment with a genius at an apple store and 9/10 they will exchange it np

grumbler

I think they are wrong.
Saying that they 'cancel the warranty' is simply ridiculous. The warranty is provided by the manufacturer. It may not cover an accidental damage, but it can be 'cancelled', especially by O2.

Surely the scratches that they refer to is just an excuse.

Many people here advised to take faulty phone to some Apple store (apparently you can make an appointment online) instead of the retailer.

kitscot

MisterBrico wrote: »

To be brutally honest just go to apple.

All O2 repairs go to the same place and while usually very good any damage as minor as it seems means they wont fix things, why? Because the manufacturer won't pay them if it falls outside the warranty, where as they have no Lee way, apple do.

Things like cracks to the cases etc no matter how trivial mean O2 can't fix it under apples guarantee , going into store won't help because it wasn't the guys in the shop who rejected it, they simply processed it then had the fun of giving the bad news

So go online , book an appointment with a genius at an apple store and 9/10 they will exchange it np

Firstly, thanks for the reply. Sorry if I am being dense here but why would Apple exchange the phone when the contract is with O2? Surely they won't exchange the phone for no cost? As the phone is still under its one year guarantee surely that stands for something especially when the fault is software and not what I would define as normal wear and tear?

Regards

Kit

Wintermute

MisterBrico wrote: »

To be brutally honest just go to apple.

All O2 repairs go to the same place and while usually very good any damage as minor as it seems means they wont fix things, why? Because the manufacturer won't pay them if it falls outside the warranty, where as they have no Lee way, apple do.

Things like cracks to the cases etc no matter how trivial mean O2 can't fix it under apples guarantee , going into store won't help because it wasn't the guys in the shop who rejected it, they simply processed it then had the fun of giving the bad news

So go online , book an appointment with a genius at an apple store and 9/10 they will exchange it np

Pretty much spot on. If the phone's been physically damaged in any way then it's easier not to touch it than to fix the most obvious fault then have the customer turn round and ask "what about the crack/scratch" or worse, complain about a problem that developed from a fault.

Anovo who handle O2's repairs (also deal with Negears amongst others) are really good, they have quite a lot of slack while dealing with issues, but if the phone (or device) has been physically damaged in a way that could effect functionality (a crack exposing the main board, a loose connector) they wont touch is as the chances are they'd end up making a loss on the repair.

Wintermute

kitscot wrote: »

Firstly, thanks for the reply. Sorry if I am being dense here but why would Apple exchange the phone when the contract is with O2? Surely they won't exchange the phone for no cost? As the phone is still under its one year guarantee surely that stands for something especially when the fault is software and not what I would define as normal wear and tear?

Regards

Kit

Apple fix the prices of the phone, they provide a years warranty on the phone and O2 make very little on the price of the phone it's self. If a Samsung phone goes faulty Samsung picks up the tab if O2 have to repair it, same with O2.

MisterBrico

kitscot wrote: »

Firstly, thanks for the reply. Sorry if I am being dense here but why would Apple exchange the phone when the contract is with O2? Surely they won't exchange the phone for no cost? As the phone is still under its one year guarantee surely that stands for something especially when the fault is software and not what I would define as normal wear and tear?

Regards

Kit

You're right in that regard, the contract is with O2 , but apple are the bosses really when it comes to iPhones hey tell the networks what to do lol

O2 won't touch it because apple might not pay for the repair if it's even mildly damaged in certain ways, eg lose charger port, but apple may exchange it out of good will.

Apple customer services is second to none, they can afford it when they sell products at such premium rates :cool: