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Faulty Samsung Galaxy S2 on O2 - HELP
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I do explain everything here so it might seem a bit long winded but I do need some advice/help so please stick with it.
I'm in the 21st month of a 24 month contract and at the weekend when Iswitched on my phone the screen was 95% black meaning I could not enter mypassword. Thinking it was just a glitch I switched the phone off but when Ireturned to it next day it was 100% black. I could hear the start-up tune butthere was nothing visible on the screen. It was unusable.
I contacted O2 and after an hour's testing this, testing that I was advisedto return the phone Next Day delivery to the O2 repair centre. I received acall the next day from an O2 agent saying he'd hard word from their techies andwould I like to receive an image they had taken, so I said yes. The image sentshowed a crack on the screen but it was such a close-up of the screen that itwas impossible to identify what Samsung model it was, least of all my SamsungGalaxy S2.
They stated that the phone could not be repaired cost free and that if Iwanted it repaired it would cost £98.73. I replied to their email that dayasking them to video my phone then rotate the image so I could see the IMEInumber on the back of the phone. They ignored this email and a second email Isent the following day.
When I had not had any further communication from O2 on day 3 I went onlineand used their chat facility and spoke to an agent who said she would researchthe problem and phone me the next day. This she duly did and said she had beentold a different story that there was NO damage to the screen but there was tothe LCD internal to the phone and this had been what caused my screen to beunreadable, but the repair centre insisted to her that I would still have topay £98.73 for the repair..!!
I have asked the agent to get the repair centre to tell me in writing whatthe exact problem is in as much detail as possible, I will then authorise therepair but I fully intend taking the issue further to retrieve any monies paid.
The phone has never been dropped, sat on or pressured in any other way. Onthe day of purchase I put a screen protector and a rubber compound casing onthe phone – it looks brand new. Before I sent the phone off I checked it allover and there was no damage visible, least of all to the screen. When I sentthe phone back, it was wrapped in bubble wrap, taped down inside a DVD typecardboard container, also taped closed and then placed in a padded jiffy bag soit’s unlikely there was any damage in transit.
I have effectively been called a liar by their accusation that the problemis one that I have caused. I need advice on what to do and would be grateful toanyone on this forum who can point me to an authority that will act on mybehalf or recommend a procedure.
I'm in the 21st month of a 24 month contract and at the weekend when Iswitched on my phone the screen was 95% black meaning I could not enter mypassword. Thinking it was just a glitch I switched the phone off but when Ireturned to it next day it was 100% black. I could hear the start-up tune butthere was nothing visible on the screen. It was unusable.
I contacted O2 and after an hour's testing this, testing that I was advisedto return the phone Next Day delivery to the O2 repair centre. I received acall the next day from an O2 agent saying he'd hard word from their techies andwould I like to receive an image they had taken, so I said yes. The image sentshowed a crack on the screen but it was such a close-up of the screen that itwas impossible to identify what Samsung model it was, least of all my SamsungGalaxy S2.
They stated that the phone could not be repaired cost free and that if Iwanted it repaired it would cost £98.73. I replied to their email that dayasking them to video my phone then rotate the image so I could see the IMEInumber on the back of the phone. They ignored this email and a second email Isent the following day.
When I had not had any further communication from O2 on day 3 I went onlineand used their chat facility and spoke to an agent who said she would researchthe problem and phone me the next day. This she duly did and said she had beentold a different story that there was NO damage to the screen but there was tothe LCD internal to the phone and this had been what caused my screen to beunreadable, but the repair centre insisted to her that I would still have topay £98.73 for the repair..!!
I have asked the agent to get the repair centre to tell me in writing whatthe exact problem is in as much detail as possible, I will then authorise therepair but I fully intend taking the issue further to retrieve any monies paid.
The phone has never been dropped, sat on or pressured in any other way. Onthe day of purchase I put a screen protector and a rubber compound casing onthe phone – it looks brand new. Before I sent the phone off I checked it allover and there was no damage visible, least of all to the screen. When I sentthe phone back, it was wrapped in bubble wrap, taped down inside a DVD typecardboard container, also taped closed and then placed in a padded jiffy bag soit’s unlikely there was any damage in transit.
I have effectively been called a liar by their accusation that the problemis one that I have caused. I need advice on what to do and would be grateful toanyone on this forum who can point me to an authority that will act on mybehalf or recommend a procedure.
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Comments
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Hi, as far as the repair goes, if it could be repaired under warranty then they would get paid for the repair by Samsung so they have everything to gain by repairing it under warranty.
If they cannot repair it under warranty they will not get paid for repairing it so the only other option is to charge you.
If you then decided to not have a repair done they have spent time investigating it for nothing.
They have everything to gain by repairing it under warranty if that is possible.0 -
Keith, without wishing to be in the least disrespectful, you've told me nothing I don't already know.
They have refused to send me proper evidence that the image they sent is of my phone when it is clearly not.
They have since admitted in a phone call from customer service that there is no external damage on the phone, i.e. no screen crack. But they have repeated that there was to the LCD internal to the phone so causing the screen to go blank.
I repeat, the phone has always had protective covers, has never been dropped or sat on etc. so how on earth can they say that I am the cause of the internal damage to the phone.
I have authorised the repair but I want to try to get my money back. Does anyone know who I need to contact to initiate this process...?0 -
If you dispute their engineers report than you need an independent engineers report to prove them wrong .
jje0 -
Hi JJ, thanks for the advice. Any idea how I could get an independent engineer's report.0
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