Carphone warehouse

nicrobx4

Hi all
Just a bit of advice needed please.
My daughter's mobile phone is faulty, it is under warranty and we have taken it into carphone warehouse so they can fix it. The problem is that the phone has a cracked screen. Which we stated we did not want to pay to have this fixed, It will apparently cost £160. They have phoned today to say the phone will not be fixed but can be replaced if we have the screen fixed for £160.
Can they do this? the screen does not affect the phone working the fault does.
Cheers
Nik

Neil49

If you found the screen to be cracked when you first removed it from the box (ie brand new) then you have a valid argument otherwise I think the word you should be using is damaged rather than faulty.

Unless you have the phone insured and covered for accidental damage then the cost of repairing will be down to you. The warranty will not cover the cracked screen unless you can prove the model in question has a fundamental design fault and screen cracking is a common problem.

Silk

Have you asked them to explain what the fault is as to why it cannot be repaired without exchange and why you would have to have the screen replaced to exchange it for another one ?

robbies_gal

probably because its not a fault

Silk

gabbyevs wrote: »

probably because its not a fault

Whats not a fault ?

robbies_gal

the crack on the screen thats not a fault its cosemetic

Silk

gabbyevs wrote: »

the crack on the screen thats not a fault its cosemetic

I still don't follow you ?

The OP sent a phone back for a fault unrelated to the screen

They say it can't be fixed and will only exchange it if she has the screen replaced
Whats that got to do with it being cosmetic ?

silo24

To be honest, a cracked screen, whether in your opinion cosmetic damage or not, indicates the phone has experienced some kind of mechanical abuse.

Whether the underlying fault is related to the crack in the screen or not, they are unlikely to repair it under warranty as they can (and most likely will) reasonably make the assumption that the fault occurred as a result of the same action that cracked the screen, therefore it is not a warranty issue but damage.

Silk

silo24 wrote: »

To be honest, a cracked screen, whether in your opinion cosmetic damage or not, indicates the phone has experienced some kind of mechanical abuse.

Whether the underlying fault is related to the crack in the screen or not, they are unlikely to repair it under warranty as they can (and most likely will) reasonably make the assumption that the fault occurred as a result of the same action that cracked the screen, therefore it is not a warranty issue but damage.

They haven't said they won't repair it due to abuse ...they have said they can't repair it but won't exchange it without it having a screen replaced.
Which is rather like taking a car back under warranty with a faulty starter motor and saying they won't repair it unless the cracked windscreen is replaced ...as gaby pointed out a cracked screen is cosmetic

Techhead_2

Silk wrote: »

They haven't said they won't repair it due to abuse ...they have said they can't repair it but won't exchange it without it having a screen replaced.
Which is rather like taking a car back under warranty with a faulty starter motor and saying they won't repair it unless the cracked windscreen is replaced ...as gaby pointed out a cracked screen is cosmetic

No, a cracked screen is indicative of a mechanical shock to the handset. This will have caused other problems inside. Very few warranties will offer any repair when there is sign of damage.

Your car analogy is incorrect. It would be like expecting a repair of the starter when the front was smashed in!

nicrobx4

Thanks for the input guys, I'll give them a call today, I can see both points of view really.
The cracked screen has caused no problem to the running of the device, it's been like that for ages. I thought it was just a simple problem with the battery, because it switches off without being plugged into the mains, I honestly thought they would just replace the battery.
No worries
Cheers again
Nik