O2 refusing to repair my phone.

Fosterdog

OlliesDad wrote: »

It shows it on the download screen (hold power, volume up and home when switching on), so there is no need to even go to the splash screen.

I had the Samsung galaxy s2 on O2 and you couldn't do that with it. O2 themselves flashed the phone so there was no way of rooting it (at least not easily) and it also disabled the power/volume up function. Even when I traded the phone in at phones 4 u they said O2 android phones are a nightmare as they have no master override to wipe to factory setting like they do with most trade ins for security.

If OPs phone has gone to O2 rather than Samsung I'm wondering if what they class as you rooting it is actually you buying a sim free phone and using an O2 sim. If it's not rooted with their own software they think you have done it.

When you turn the phone on what do you see first? On my O2 rooted phone it came up with the O2 logo and music first on OHs non rooted one it came up with the galaxy logo and music first.

ThumbRemote

Buzby wrote: »

SOGA is irrelevant when firmware is tampered with (whether knowingly or unknowingly).

While the rest of your post may be accurate, this part isn't quite right. The SoGA still fully applies - they are claiming that in this case rooting the device constitutes misuse as defined by the act itself.

sswats

Any software i've installed has been from the play store or the Samsung store. i never downloaded from anywhere else.

from my understaning SOGA says that the retailer has to provide proof that the consumers actions caused the fault. So assuming someone does root the phone they would still have to prove that the rooting caused the fault. but i didn't even do the root so all i am asking for is proof that it has been rooted.

My phone was from O2 and had O2 startup screen.

bris

sswats wrote: »

Any software I've installed has been from the play store or the Samsung store. i never downloaded from anywhere else.

from my understanding SOGA says that the retailer has to provide proof that the consumers actions caused the fault. So assuming someone does root the phone they would still have to prove that the rooting caused the fault. but i didn't even do the root so all i am asking for is proof that it has been rooted.

My phone was from O2 and had O2 startup screen.

Soga assumes the fault was inherent at time of purchase within the first 6 months, unless the retailer, or in this case manufacturer can prove otherwise, which they have done. It's no secret rooting a phone is a form of misuse as a lot of rooted programs are Malware and viruses, so no warranty. SOGA will not take your side on this one unless you can prove your phone hasn't been rooted.

Handsome90

I'm not an expert in tech and hence I'm asking this question. How do we know for sure that the problem is in the software instead of the hardware?

If it's a hardware fault, can O2 say they won't be repairing the phone under SOGA if it's rooted?

pulliptears

The note 2 is also prone to the galaxy sudden death syndrome so I guess there is a good chance the problem lies in hardware rather than software.
Too late for op but....
There is an app on the Playstore called EMMC check, it's free. I recommend s3 and note owners download it, check for the faulty chipset and screen shot the results (save the shot off the phone).
If your phone does later die you can at least go some way towards proving your handset was prone to sudden death.

paddyrg

O2 have decided not to help, so I'd go to Samsung myself, they will be able to give a better report than some unnamed guy at O2's favourite outsourced fixit place. Tell them the whole story, how you were sold the phone as new by O2, but are worried it has previous history or similar, can they help?

It may be something silly like a customer return that was an easy fix, was put into a new case and reflashed, O2 sold it as new?

sswats

bris wrote: »

Soga assumes the fault was inherent at time of purchase within the first 6 months, unless the retailer, or in this case manufacturer can prove otherwise, which they have done. It's no secret rooting a phone is a form of misuse as a lot of rooted programs are Malware and viruses, so no warranty. SOGA will not take your side on this one unless you can prove your phone hasn't been rooted.

Saying it has been rooted is not proof. I've been asking them for documented evidence to get it verified, but they refuse to do so unless i refuse the repair totally.
It just seems a waste of time.

I've refused it now. I now wait 5 days to get the phone and the report. And if the report provides no technical evidence then its a huge waste of time.

bris

sswats wrote: »

Saying it has been rooted is not proof. I've been asking them for documented evidence to get it verified, but they refuse to do so unless i refuse the repair totally.
It just seems a waste of time.

I've refused it now. I now wait 5 days to get the phone and the report. And if the report provides no technical evidence then its a huge waste of time.

It's proof enough for them, don't you get that? They don't care whether you believe them or not, makes no difference to them, the ball is back in your court to prove otherwise.

sswats

Managed to get hold of someone higher up in complaints, told them of the service the repair centre has provided and they're sending me out a new (refurb) phone.

O2 has actually been okay. But the repair centre has been awful.

I doubt I will purchase a Samsung phone again.