Phone warranty dilemma

andygeog

There's plenty of threads relating to cracked screens but I can't find anything relating to my issue. I have a LG Nexus 5, the screen cracked ages ago but it's not an issue, it's a small crack at the bottom of the screen and it doesn't affect my use of the device in the slightest.

This week the phone crashed, it simply stopped working. I contacted Google who said that it would be eligible for a replacement but I would have to get the screen fixed by LG first. They say the cracked screen invalidates the warranty.

I've read the warranty and it does say that cracked screens are not covered but as my issue is not related to the screen I can't see how its relevant.

Am I flogging a dead horse?

Cheers,

Andy

JJ_Egan

You can argue with the vendor as to why the vendor should accept it for repair.

Buzby

You'll be flogging a dead horse - the reason? Whilst the screen may have nothing to do with the issue you complain about the problem for the repairer is twofold - the customer may complain that the crack wasn't there in the first place or more realistically, it's got worse as any instability could be magnified by shipping.

Secondly, if the non-related repair requires the screen to be removed, the work could result in the screen snapping - and the repairer liable to fix it. This would be a major disencentive for them to accept the work - as they have done.

gjchester

andygeog wrote: »

I've read the warranty and it does say that cracked screens are not covered but as my issue is not related to the screen I can't see how its relevant.

Am I flogging a dead horse?

Its possible whatever cracked the screen damaged the phone, you have no idea if it's related or not. Any minor fault has then got worse by leaving it until it caused the phone to die.


May not be the case, but physical damage is almost always user caused, and if you've hit it hard enough to damage the screen you may have knocked something out inside too.

andygeog

Dead horse successfully flogged.

Letter of claim sent citing warranty & sake of goods act. They promptly rang and have made an exception. Replacement on the way.

mcav

Good news - Good to see a 'consumer win' now and then