02 - 12 month original Warranty don't cover screen..???

martin's_little_pupil

Hiya Peeps,

In need of some info fast please.??

My daughter brought a mobile phone from 02 last December and it's still under it's original 02 - 12 months warranty/Guarrantee but just until the end of this month.. so need to act fast on this one..

The phone she brought from 02 was just to replace her old one for the time being and it was a cheaper range phone as it was all she could afford at that time but a month after she purchased the 02 phone she could then afford to purchased a better phone to use and the one in question got put away in it's box to keep as a spare. It's remained in it's box unused all this time until about six weeks ago when she had a problem with her newer purchased phone so got the 02 phone out to use whilst her better one was being fixed. She only had the phone in use for a couple of days when these black lines appeared down one side of the screen after sending a text from the phone so, as it was still under it's original warranty she took the phone into the 02 shop in town with her original receipt and spoke to a manager who checked the phone over and said he'd send it in for repair as it was still under it's 12 month warranty. Well, a couple of weeks later she received a text from the 02 repair agents saying exactly this.. ''We're really sorry, but the problem with your phone isn't covered by the warranty. You will need to ask your 02 shop for information on the repair quote'' They gave NO reason or explanation as to what the problem was with the the phone or why it wasn't covered under it's original warranty so we phoned the shop in town to be told that the screen had got a crack in it and wasn't therefore covered by their warranty.??? I was fuming cos as far as I was concerned the phone hadn't had much use in it's life, had never been mishandled or dropped in any way (straight up) and wasn't found to have had a crack in the screen when it was checked over by the shop manager James who sent the phone in for repair so we naturally assummed this must have happened in transit to the repairers but 02 have now told us that the reason for the black lines down one side of the screen is because it was cracked and misused by us and they will not be repairing it as the screen is not covered by the warranty, end of.. Can this be right.?? I swear the phone was working absolutely fine when we took it out of the box where it had sat for over 10 months of it's life and has honestly NEVER been dropped or mishandled by us but how or where do we start to prove this is the case and how can they give a 12 months warranty but NOT cover the screen as this is the main function of a phone.???

Please Help or give us as much info as possible to fight this as the warranty will run out at the end of December and I find this soo unfair considering the phone has had such little use in it's life..

Thank you in advance of any help or support you can give us in this matter..

Techhead_2

It's damage to the phone that isn't covered by the warranty. They have had it looked at by engineer who has found damage.

How much it has been used is irrelevant. The damage nay not have been visible until the handset was opened.

If you believe that the phone wasn't damaged, but is faulty then you have two options:

1) Submit a claim under the Sale of Goods act that the handset is inherently faulty or not of satisfactory quality. A report from an independent engineer would do this.

2) Examine the details of the warranty, see if there is an appeal procedure and use that to submit your evidence that the handset wasn't damaged.


Whatever you do, don't get bogged down with possible scenarios (it must have been damaged in transit etc) stick to facts you can prove and express them clearly and concisely.

martin's_little_pupil

Thanks for your reply It's very much appreciated but I guess it's one of those no win situations that would be our word against theirs and we can't prove what we are saying to back it up, and can't afford an independant engineer's report, so have to put it down to experience, which is wrong imho and against my better judgement but nothing more we can do. Soo, the bigger persons (company) win again.. frustrating but it's a fight and stress I can do without even though there's a principle at stake here..

Thanks anyway hun..x

texranger

ask how much the repair will cost and then ask for the phone back and then take it to an independant mobile phone shop and ask them how much a repair will cost and 9/10 it will be cheaper to have repaired by independant.

wealdroam

martin's_little_pupil wrote: »

Thanks for your reply It's very much appreciated but I guess it's one of those no win situations that would be our word against theirs and we can't prove what we are saying to back it up, and can't afford an independant engineer's report, so have to put it down to experience, which is wrong imho and against my better judgement but nothing more we can do. Soo, the bigger persons (company) win again.. frustrating but it's a fight and stress I can do without even though there's a principle at stake here..

Thanks anyway hun..x

It is not an issue of big guy versus the small guy.
Do not worry about the cost of an independent report.
If the report finds in your favour, then the cost of the report will be refunded as well as the repair/replacement/ refund of the item.

If you are so certain that it is an inherent fault, and not user damage, then get that report done.

martin's_little_pupil

I'm 150% positive that the phone was NEVER mishandled or dropped in any way shape or form by us, but like I said, ''I CAN'T PROVE THAT'' to them, or that it's sat in it's box for 10 months of it's life, and they have the technical guys onside to try and prove otherwise but I have just ME. Soo, I think it's a non starter to be fair and that's my frustration, where they will win their case even though they are wrong. Grrrrrrr.!!!:(

McKneff

You cant be 150% sure, kids will tell us what they want us to know. And of course we believe them, out little Angels wouldnt lie to us would they, it could easily have been banged or dropped and of course she wouldnt want to get into trouble, and of course thats understandable too.

Go with the advice above if you wish, but don hold your breath.

martin's_little_pupil

Ermm.!! My daughter is 25 years of age McKneff..lol So I think she was being honest with me hun..