2yr contract, phone stopped working :(??

dovobet

O2 2 yr contract with Samsung S2, the phone literally stopped working when abroad, just turned off and wouldn't turn on again or charge.

Took to O2 on return to UK who sent off for fixing or replacement, as they stated. Then received text to say:
Sorry: but the problem with your phone isn't covered by the warranty. But we'll give you a repair quote. Ring the store.

Quoted £132, only have 3 months left to run on contract!!! Any ideas folks??

grumbler

They have to explain why it isn't covered.

If you are sure that the problem was not caused by damage you can easily sue them, but after 6 month the onus lies on you to prove this: Consumer Rights

d123

As Grumbler says, first step is to find out why it isn't considered a warranty fault. Once you know that a future course of action can be suggested.

Cisco001

1. Ask why warranty not cover.

2. Ask if you can have a early upgrade

3. Buy a dirt cheap phone and have it for 3 months

4. Buy a good phone and switch to sim only after contract end

macman

The warranty term is determined by what the manufacturer offers, not by the minimum term contract length.
I'm assuming that the phone has a 2 year manufacturer's warranty. then?
As above, they should tell you what the fault is and why it's excluded.

dovobet

HELP PLEASE!!

Ok, O2 say their repair centre say the 2nd screen behind the initial screen is cracked! I never knew there was a 2nd screen. I explained that obviously we can't see it then and how do I know the screen is cracked and as the phone just turned off, it was never dropped or damaged.

O2 now say it would have to returned to Samsung for a 2nd opinion, possibly under their warranty? O2 said to go online and find it where to return it. Totally useless help, especially as all our mobile phones (4 in total ) are with O2.

I did ask if a phone was sold as part of a 2 year contract is it not supposed to be of a standard to last the 2 years?

Any ideas of what to do now folks?

Thank you for all have answered so far.

dovobet

grumbler wrote: »

They have to explain why it isn't covered.

If you are sure that the problem was not caused by damage you can easily sue them, but after 6 month the onus lies on you to prove this: Consumer Rights

I don't think it has been damaged, just turned off when using, initially though battery was dead, and wouldn't turn again - wasn't dropped or anything like that.

d123

dovobet wrote: »

HELP PLEASE!!

Ok, O2 say their repair centre say the 2nd screen behind the initial screen is cracked! I never knew there was a 2nd screen. I explained that obviously we can't see it then and how do I know the screen is cracked and as the phone just turned off, it was never dropped or damaged.

There are 2 layers to all touch screens, the top layer is the digitiser (the part that interprets the touches) and the bottom layer is the actual LCD screen.

dovobet

Just rang Samsung who say the screen isn't covered under warranty. It appears that it is a pretty good cop out for Samsung to say you have damaged the internal screen if the ordinary person on the street can't see the damage.

Not a happy chappy

d123

dovobet wrote: »

Just rang Samsung who say the screen isn't covered under warranty. It appears that it is a pretty good cop out for Samsung to say you have damaged the internal screen if the ordinary person on the street can't see the damage.

Not a happy chappy

You should be able to see any damage to the LCD (the inner part of the screen) as the digitiser (the top part) is clear plastic/glass.

Look at this link

The first 2 pictures only the digitiser is damaged, the second 2 the actual LCD is damaged.

grumbler

I can guess that some damage can be visible only if the screen is on, but the phone doesn't switch on. If so, it's possible that the screen was damaged while the phone was off and this is the reason why it doesn't turn on.