Paid for phone repair and still broken

clairelitt

Anyone any good with consumer rights.... Ok so I dropped my phone down the loo but it worked perfectly fine until I damaged the screen. As it had been water damaged I paid for it (£50) to have a new screen. A few weeks later when I went to use the camera I noticed that it didn't work. So, with exception for the screen, what was a perfectly goodphone came back damaged.

I phoned, explained and they ...said bring it in. They also said because it was now back in waranty as I paid before. Due to not being well 3 months later I managed to trawl back into the shop. I was warned that Nokia might not deem it worth doing. I had paid £50 to have it repaired!!!

I phoned to see if I could collect and they now say they are unable to repair it because of the water damage (they believe it may have happened again since, even though the screen looks immaculate no water damage like last time) and I've left it too late. I don't believe they kept any photographic records previously, although they will be able to see on their system that it had been previously water damaged.

I need this camera for work purposes and will be lost without it. Phoning back the manager tomorrow. Where do I stand? :mad:

unholyangel

So you're saying the camera worked fine when you sent it off for repair and came back damaged/faulty?

When did you buy the phone, when did you drop it, when did you send it off for repair and when did you contact them about the camera?

clairelitt

unholyangel wrote: »

So you're saying the camera worked fine when you sent it off for repair and came back damaged/faulty?

When did you buy the phone, when did you drop it, when did you send it off for repair and when did you contact them about the camera?

It worked fine except for a damaged screen. I had damaged the connectors to the screen and I couldn't use it. (touchscreen)

I bought the phone about september 2010. It went for repair in August this year. I phoned about 2 or 3 weeks later to say the camera wasn't working and they said as I had paid for the work to be done previously it was now back in waranty. Would that rush you to the shops if you knew you had plenty of waranty left? Besides that I have been unwell, so I have only just taken it to the shop now. It doesn't seem to make sence - pay for work, phone returns broken and still remains unusable!

unholyangel

clairelitt wrote: »

It worked fine except for a damaged screen. I had damaged the connectors to the screen and I couldn't use it. (touchscreen)

I bought the phone about september 2010. It went for repair in August this year. I phoned about 2 or 3 weeks later to say the camera wasn't working and they said as I had paid for the work to be done previously it was now back in waranty. Would that rush you to the shops if you knew you had plenty of waranty left? Besides that I have been unwell, so I have only just taken it to the shop now. It doesn't seem to make sence - pay for work, phone returns broken and still remains unusable!

Well you're kind of contradicting yourself. If the phone truly is unusable, why would you have waited 3 months to get it repaired? I thought you said it was just the camera that was broken? The phone itself still works? I do understand you were unwell but there were other options, such as getting the phone delivered or perhaps asking someone else to drop it off. Not meaning to sound mean, just trying to point out things from a unbiased view

Really, you should be taking this up with whoever you bought it from. However, if they are aware of the water damage (in fact even if they are not) they may refuse to offer a remedy unless you can prove the fault was inherent and not due to misuse or overuse. This is normally done via independent report - which if found in your favour, you would be refunded for.

However, it can take months for water damage faults to fully manifest. So i would think carefully. If the report shows the fault is not inherent, you wouldnt get the cost of the report refunded and the retailer wouldnt have to offer you a remedy either.

Have nokia said what the fault with the camera is at all? Or just that they wont touch it as its previously been water damaged?

clairelitt

Thanks for you help. I will phone Nokia in the morning and get their view on it all. I originally went through them, but it was suggested I took it to the repair centre myself and this is one of their centres.

And they just won't touch it because of the water damage, even though I paid and it was now in warranty.

Good to have another perspective, thanks.

unholyangel wrote: »

Well you're kind of contradicting yourself. If the phone truly is unusable, why would you have waited 3 months to get it repaired? I thought you said it was just the camera that was broken? The phone itself still works? I do understand you were unwell but there were other options, such as getting the phone delivered or perhaps asking someone else to drop it off. Not meaning to sound mean, just trying to point out things from a unbiased view

Really, you should be taking this up with whoever you bought it from. However, if they are aware of the water damage (in fact even if they are not) they may refuse to offer a remedy unless you can prove the fault was inherent and not due to misuse or overuse. This is normally done via independent report - which if found in your favour, you would be refunded for.

However, it can take months for water damage faults to fully manifest. So i would think carefully. If the report shows the fault is not inherent, you wouldnt get the cost of the report refunded and the retailer wouldnt have to offer you a remedy either.

Have nokia said what the fault with the camera is at all? Or just that they wont touch it as its previously been water damaged?

unholyangel

clairelitt wrote: »

Thanks for you help. I will phone Nokia in the morning and get their view on it all. I originally went through them, but it was suggested I took it to the repair centre myself and this is one of their centres.

And they just won't touch it because of the water damage, even though I paid and it was now in warranty.

Good to have another perspective, thanks.

When you paid for the repair, was it £50 to repair the phone or £50 to replace the screen?

Ah yes, retailers are notoriously bad for referring people to the manufacturers and while it can cut out the middle man and be less hassle (as often retailers will just send back to manufacturers themselves), they really shouldnt be doing it. However as the original fault was most likely due to water damage, this wouldnt have been covered under SoGA anyway.

Try the retailer again. If they refer you back to the manufacturer, say you think they should be dealing with it as your contract is with them and not the manufacturer.

You could even try dealing with their customer service team (if they're a big organisation as opposed to a small local business). Please keep us updated on whats happening and we'll try offer advice on what your possible steps are Good luck!

texranger

clairelitt wrote: »

Thanks for you help. I will phone Nokia in the morning and get their view on it all. I originally went through them, but it was suggested I took it to the repair centre myself and this is one of their centres.

And they just won't touch it because of the water damage, even though I paid and it was now in warranty.

Good to have another perspective, thanks.

because water damage will be classed as misuse

clairelitt

They already knew about the water damage - that is why I had to pay in the first place. Rung Nokia and spoke to some foreign person who was as much use as a chocolate teapot. Off to speak to the manager now.... Thanks for your help.

pimento

I'm not going to wonder how it came to be down the bog.

Ew!

clairelitt

Have phoned to speak to the manager. Now being told that I was told at the time that my warranty was invalid by the centre and would have to pay, this did not mean that my warranty would be restored by paying. Thus meaning that they can't do anything. Never the less it went into the repair centre fine (with exception for the screen) and came out damaged. I have now paid the £49 and have a broken phone. Grrr. Didn't speak to the manager, he passed a message on saying that I must complain in writing. So yet something else I have to do.

clairelitt

pimento wrote: »

I'm not going to wonder how it came to be down the bog.

Ew!

Back pocket of jeans. Simple as. lol