K800i handset repair with o2

Camp_Freddy

Yesterday, my K800i phone broke. More accurately, something happened to the screen and now the phone doesn't work at all.

I stepped into an O2 shop today armed with all of the information that O2 required (proof of purchase etc.) only to be informed that "because it's a screen issue", O2 assume that the phone has been abused/mistreated and will charge me approximately £80 for a repair despite the phone being two months old and within Sony's warranty period. Apart from the broken screen, there's not a scratch on the phone, including on the hard plastic screen protector.

I don't believe that having the phone in my jeans pocket for ten minutes constitutes mistreatment of the phone and that O2 are flexing their muscles because I didn't take their phone insurance.

Are the shop chancing their arm or is this standard O2 policy? Will I have to stump up the readies for a repair? If the phone has failed me and O2 refuse to repair it within warranty, am I within my rights to request a PAC and go elsewhere? Can I fall back to Sony Ericcson for a repair or will they cite the same excuses as O2 as a reason not to do the repair?

Many thanks in advance for your help.

gaming_guy

i recently sent my k700i off to SE as the joystick failed. i phoned up the retailer where i bought it from and because the handset was over a yr old, they gave me SE's number and SE repaired it under warranty (even though it had been unlocked by a local shop, which invalidated the warranty).

i would phone up SE (but if possible go to another o2 store, and see if they say the same thing), this is their number:

08705 23 7237

Camp_Freddy

Cheers GG. I've got an email query outstanding with O2, but I'll keep this in mind in case (when?) O2 let me down.

Camp_Freddy

My reply from O2 is thus:

@o2&#64 wrote:

Your Sony Ericsson K800i is within the 12 months warranty period and can be easily repaired at your nearest O2 store but the warranty repair does not include wear and tear, moisture, physical or accidental damage.

I'm guessing that at the next O2 shop I try, they'll claim physical/accidental damage as a reason not to repair and my counter argument will be that if a phone cannot last two months with normal, every day use then it's a design fault.

Failing that, it'll be contact with SE, hoping that they'll be better.

Any advice regarding what my options (regarding my O2 contract specifically) are if O2 and SE will not repair the phone is still most welcome.

Camp_Freddy

OK, I tried two different O2 shops and they both refused to take the phone from me because "the screen's broken". I understand that O2 won't want to repair accidental damage for free, but I think this is a durability issue (sales of Goods act) which negates O2's and SE's 'physical damage' disclaimer. The phone was well looked after and if it isn't durable enough to travel in my jeans pocket for ten minutes, that's an issue in my book.

I've sent it off to SE, but they're claiming it's out of warranty (no explanation given about what exactly voided the warranty) and the repair estimate is £65.

Obviously I don't want to shell out £65 for a repair. Does anyone have any ideas where I can go from here?

I know that handset and service contracts are different, but as I am unhappy with the level of customer service provided by O2 over this matter (along with the added inconvenience of an ongoing billing issue), combined with a lack of phone (I currently have the use of one, borrowed from a family member but it will have to be returned soon), can I legally terminate my contract (3 months into my second year) and take my business elsewhere?

reehsetin

go to CPW (authorised repair centre for phones), we had an issue with a w810i screen they replaced it for £40

Camp_Freddy

That's worth keeping in mind. Thanks for that. I would still begrudge paying £40 for a repair of a product that's not durable enough for day-to-day use and am still interested in pursuing this complaint with both O2 and Sony Ericsson, but it might be worth popping into CPW to see what they can do if I continue to get no joy from O2 or SE.

Sale of Goods Act 1979 (as Amended By The Sale and Supply of Goods Act 1994 and The Sale and Supply of Goods to Consumers Regulations 2002)

Under the Act you can expect that any goods you buy from a trader are entitled to be:

• of satisfactory quality,
• fit for any particular purpose made known to the seller; and
• as described.

Satisfactory quality means that the goods would meet the standard a reasonable person would regard as satisfactory taking into account the description of the goods, the price (if relevant) and all other relevant circumstances. The quality of the goods includes their state and condition including their appearance and finish, freedom from minor defects, safety and durability. They should also be fit for all purposes for which goods of that kind are commonly supplied. Your rights under this Act are against the person who sold you the goods and not the manufacturer. You have no real grounds for a complaint if you:

• were told about the fault before you purchased the item;
• examined the item when you bought it and should have seen the fault;
• made a mistake when purchasing the item;
• simply changed your mind about the item.

Is it worth taking the complaint further? Both O2 and SE seem to be quoting the "no physical damage" aspect of their warranty as their reasons for not taking any action rather than admit or realise that I am complaining under the "durability" clause of the Sales of Goods act. Yes, the damage is of a physical nature, but that's because of a lack of durability not due to carelessness or misuse.

Any help welcome.

Mikesev

This problem with the screen... did it turn white and now refuses to switch on?

Also, if you remove the battery cover, when you plug it in to the mains can you see some red LEDs by the IR?

If so it's a simple fault that you can easily repair yourself. This thread will tell you all: Here

stacey21_2

Did you sit on the phone at all? How did it break?

helen5_2

My sons phone has done the same if you look closely you can see a crack in the LCD screen (I think that's what its called) we were quoted £70 to fix it My son swears he has never misused the phone.

james-73

these lcd's are cheap, you should pay no more than £30.00 to get it repaired.

br