Nokia x3 02 and Carphone Warehouse Problem

chris6390

Here is the problem I have encountered, any advice would be greatly appreciated.

Dec 2010 bought new Nokia X3 02 from Carphone Warehouse in Bath on debit card.

July 2011 developed problem of switching itself off.

Returned it to Carphone Warehouse for repair.

After a week have been told it is "uneconomic to repair" and not covered under warranty, it has two year Nokia warranty.

They explained there has been a small liquid ingress.

The soloution from Carhone Warehouse is no refund, no exchange and no repair. They say they may offer me a 10% discount off a new phone.

I explained the phone had not come into contact with any water, been dropped in water or had any other contact with water.

The lady in the Carphone repair centre said I had "probably used it in the rain" and this was not covered under warranty. Another solution offered up was that it had been wet outside and bringing the phone into a warm house would cause condensation and again this was not covered under the warranty.

I just want the phone to work again or get my £119.95 back, but am getting nowhere with them.

The bank says as it was a debit card there is no claim there.

The phone is immaculate and is kept in a protective case and is not damaged in any way.

Anybody know what else I can do?

Many Thanks

Heretic_osjc

They are within there right. Liquid damage is not covered under warrenty. You could always seek a second opinion but.its within in their best interest to fix it.

Think of it this way each phone they repair they get the money back from the manufacturer for that repair. If they do not fix the phone they are out of pocket for the man hours, delivery charges and other admin fees so its not in their interest not fix it.

If they were able to repair the likely hood is the phone will still go wrong again as liquid ingress currodes the circuit board slowly over time.

Sorry but not much you can do.

grumbler

Heretic_osjc wrote: »

Sorry but not much you can do.

What about contacting Nokia directly?

Also, does this phone have a liquid damage indicator that confirms the CPW opinion?

Heretic_osjc

grumbler wrote: »

What about contacting Nokia directly?

Also, does this phone has a liquid damage indicator that confirms the CPW opinion?

As I said they could try getting a second opinion

alexdrans

There's indicators inside the phone that change colour when the phone has come into contact with water. They can't tell the difference between the phone just "not working" and you intentionally damaging it with water to get a new phone. They're completely within their rights.

grumbler

Intentionally? Are you serious?

Also, not all phones have indicators.

chris6390

Thanks for your thoughts, have now spoken to Nokia and they are collecting the phone under warranty. This will at least give me a second opinion. I can't understand how any liquid could have got into the phone and am definitely not looking for an upgrade as the phone is perfect for my needs and is only six months old. Found it staggering that Carphone Warehouse could say using a mobile in the rain or taking it from the cold outdoors into a warm house will invalidate the warranty - if that was the case then they are not fit for use and should be withdrawn from sale! Also the fact that this is a PAYG phone means there is no incentive to repair for Carphone Warehouse.

mobilejunkie

Maybe you've had a lucky escape IF Nokia do repair it; CPW "repairs" generally take sveral attempts. months on end and leave you with a phone worse than what you started with.

Heretic_osjc

chris6390 wrote: »

Found it staggering that Carphone Warehouse could say using a mobile in the rain or taking it from the cold outdoors into a warm house will invalidate the warranty - if that was the case then they are not fit for use and should be withdrawn from sale! Also the fact that this is a PAYG phone means there is no incentive to repair for Carphone Warehouse.

But they are correct just because you cant understand doesnt mean they are in the wrong.

Using phone in the rain means phone is exposed to water if it gets inside means it can damage the phone equalling liquid damage.

Same for going from one extreme temp to another creates moisture or steam which does the same damage.

And liquid damage is NOT covered by warrenty

cjewitt

I have had a success in arguing over liquid damage indicators.

The phone has NEVER been near liquid but the touchscreen ceased to function.

CPW refused to honour an HTC warranty, twice telling me the red LDI invalidated the warranty. I pointed out that the second LDI, inside the phone was white. No progress.

I did live chat with HTC directly, and submitted the phone direct to them. I noted 1) only one of the two LDI was red, and it was the one exposed to atmospheric moisture 2)Apple only invalidate their warranty if all LDIs are red; 3) I did not accept that the red LDI meant the fault was caused by liquid and told them I would pay for an independent lab to investigate, and then sue them for the cost when they found in my favour.

Result: phone returned fixed in 2 days.

FIGHT THEM ALL THE WAY: the LDI is a scam.