My phone can't break fixed (Three)

Phase

Edit: Oops, I meant for the title to say "My phone can't be fixed".

My phone didn't turn on one day so I sent it into for repair last week. They have processed my phone but they have made this report on my job assignment:


Your device is still with us as it cannot be repaired. Please call us on 08700 330333 for further information


What possibly could this mean? How can it be unrepairable? It wasn't like I put it under a car and ran over it. I just made regular use of it.

Will they charge me or will they pay for a new phone? What's the best thing for me to do/say?

Cheers.

Hammyman

How old is the phone? How it is dealt with is the same way as if you'd bought it from a shop and under the Sale of Goods Act - under 6 months old you have an automatic entitlement to repair or replacement unless they can prove you caused the fault.

Wintermute

There's any number of things it could mean, the phone may be out of warranty, they may have found the fault was caused by liquid damage or other accidental damage, they might just require further information about the fault because they can't reproduce it or if you've ever had the phone replaced before they might need proof of replacement to show it's one of theirs.

Without knowing the issue or your phone it's impossible to say how much they'll charge you or if you'll have to buy a new phone. I'd call them and be polite and honest with them, find out what the issue is, if they're saying it's liquid damage or similar you can always ask for the phone back and send it off to the manufacturer for a second opinion or claim on insurance.

macman

May just mean that it's not economically repairable, if still in warranty they'll replace with same or better.

Phase

Unfortunately, it is 10 months old.

I have actually had liquid damage before but they charged me a certain amount - not said that it was unrepairable.

They have tried phoning twice but I was busy at the time. I will phone them now.

macman

Why unfortunately? So still under the 12m manufacturer's warranty then.

Hammyman

macman wrote: »

Why unfortunately? So still under the 12m manufacturer's warranty then.

Except its not as its liquid damaged....

macman

Well spotted that man!
If the latest fault is unrelated, would the original water damage have voided the warranty regardless then?