Phone faulty and with phones4u..

joeyboy

Well my mum is having no luck with Samsung products haha.

Okay so obviously phones4U has got into administration, she's on a contract with O2 purchased through phones4u, she also purchased some sort of extra insurance from phones4u so she could get a guaranteed next day replacement if the phone went faulty. So great timing, the phone acts a little odd yesterday and now decides it won't charge, or at least is slowly draining faster than it can be charged (tried with multiple charges).

Not sure what she can do? Reading a few articles any phones4u insurance plans are apparently uncertain and down to the administrator in time....I won't hold my breath.

However some have said O2 are quite good at sorting out peoples problems with faulty contract phones, even after the initial 12 months. She's had the phone under a year, so would O2 be the ones she could try and contact since I assume she is an O2 customer despite going through a middle man? Does O2 have any actual responsibility to sort her out or would it purely be goodwill on their part?

I suppose Samsung might give a 12 month warranty but after our last experience with Samsung and warranty...would rather leave dealing direct with them unless it's absolutely necessary.

mije1983

Have a look at the FAQs on the site here:

http://www.moneysavingexpert.com/news/phones/2014/09/phones-4u-administration-your-rights

There is a bit on insurance claims

It adds that while insurance customers can no longer go in-store for queries, they can still call Phone 4U if they have a claim on 0333 2226730.

Also, under the faulty goods question, it says:

O2 says if customers can't get through to Phones 4U, they can contact O2's customer services.

joeyboy

Ah derp there's a little link to it along the right hand side right now, didn't see it! Cheers.

pulliptears

Have you called p4u? My dil works at head office, most departments were sent home but a skeleton staff did remain running customer service.

Have a chat with them, they remain helpful, polite and for the most part incredibly gutted for both colleagues and customers.

If all else fails Samsung's warranty is excellent, you can go direct to them.

JJ_Egan

I would back up and factory reset first .#
Try a new battery .

Samsung offer a limited 24 months warranty subject to their terms and conditions .

SuperHan

Insurance doesn't usually cover faulty - it tends to be more loss and damage.

Warranty tends to cover these sort of issues - as you mention. The warranty would be with Samsung, and normally the retailer would liaise on your behalf.

However, I believe Carphone Warehouse have said that they will honour phones from P4U under warranty (http://www.carphonewarehouse.com/phones4u?intcmp=newHP_p4ustrip_170914) so it may be worth getting in touch with them as a backup plan.