O2 and PAYG phone

Mupette

Ds has a sony ericsson W395 Chrome, his dad bought in March of 2010.

This phone had to be sent back a few times with a known sony fault of phone powering off when it wanted to.. this went on for a few weeks, repaired phone (sony admit there was nothing to repair and resets, but admit there is a fault)

this happened a few times and by August of last year when the phone went back again, sony replaced it (took phone to O2 who would send it to sony).. problem all solved here is a new phone... can't remember the persons exact words but was under the impression it was a 'new' phone, but thinking back no box or packaging..

Fast foward to last week DS was unfortunate enough to be taken to hospital for his appendix, and used his phone to contact me or his father... unfortunately we couldn't hear him, at all...

Took it back to O2 today and was told phone out of warrantee no if's no buts nothing will be done with this phone, unless we pay the repair charge.

This 'new' phone was given to my son in August last year, O2 are using the warrantee on the original phone from March last year (two different phones)

Is this right, is there anything that can be done or is it a lost cause...


Sorry for spelling bad MS day.

Mupette

just to add i have just found a bog standard letter that came with the replacement phone.

In addition the remaining warranty expiry date will be transferred to your replacement phone ....

Is that even allowed... you get given a replacement phone (which may or may not be brand new) and the warranty isnt a full year?

Techhead_2

Its completely normal for the warranty to start from the original date of purchase. In fact it would be very unusual indeed for any warranty to reset when a repair/replacement occurred.

I was under the impression that SonyEricsson handsets had a two year warranty. Check your manual for details.

Mupette

Techhead wrote: »

I was under the impression that SonyEricsson handsets had a two year warranty. Check your manual for details.

Just sent DS off to check... Thanks for that...

otherwise my OH has just told me that if i want to do the soga then i would need to pay for an independant to inspect the phone...

Mupette

well that was interesting.

Just had a chat with sony who have 2 years and happy to look and repair for free..

we dont have original receipt so then had a chat with O2 guru who said the shop will provide..

rang the shop (the one we were at today) to be told the phone is in warrantee all phones be it pay monthly or payg have 2 years.. i told him the guy told us 1 year, he said that some staff still think that payg are only 1 year. pfft

bit of a run around but some interesting info there, so back to the shop tomorrow we go

Mupette

Bit of an update, it's not all quite done yet....

Went back to the store, as the previous day a nice lad told us on his screen DS's phone still showed in warrantee..

Went back and asked to speak with the manager,

He looked at his screen and said phone was out of warrantee and so we said that the previous day one member of staff said the same but when we called the store it was in warrantee..

Give him his due this manager sat with us for almost 2 hours, tracing where this phone had been for it's life.. seems O2 send a lot of their stock to Littlewoods and if they don't sell them they get dished out to stores.

Anyhoo... this phone was traced back to about a year ago being a replacement for the original phone, which had been repaired several times, also printed off the original reciept.... Dec 12 2009.

he eventually found the link from the origianl phone see date above, to last year when it was finally replaced after several attempted repairs, but said that it would be on their system (all over the place) just needs digging around.

The phone has now been sent off for repair and he warned a call about being out of warrantee would happen, it did, he is now dealing with it but they want to charge £28.00 without saying what the fault is, and ignored all the paperwork the manager sent with the phone.. all dates of purchase, repairs and what phone came as a replacement, bit of a faff, O2 i think want us to give up and just pay, i say no way it is still in warantee..