Faulty Mobile after 3 months my rights?

Geebs

I renewed my contract on O2 3 months ago, my phone has developed a fault, which I see when tracking its repair status it now says "Repair Outcome: BER Non-Tech (PowersOn)". Its now being sent back to the O2 shop where I dropped it off. I hear from people that this means Beyond Economical Repair non warranty fault. What is my rights with this if they refuse to repair, refund or issue a new phone? I want to know my rights before I end up in the shop.

macman

If it's beyond repair then they can only replace it (you'll get a refurb, not a new phone). However if it'a non-warranty fault then you can either pay for the repair, have it repaired elsewhere yourself, or buy a new handset. Handset failure does not void your airtime contract.

Geebs

Its on O2 refresh, so 2 DD's, 1 for sim contract and 1 for phone. They is a Samsung repair centre within 10 mile of me, so if any problems I can take it to them. I hear from friends O2 tend to be funny with warranty repairs, no way the phone has been damaged, as I look after it. Fault was, it was not keeping connected to the O2 network.

JJ_Egan

Samsung are not liable under Soga in the way that the vendor is .Plus they are very very picky on the terms and conditions of their extra warranty . I would go with the vendor and see what the actual problem is first .

Geebs

I've had a txt message telling me the problem is not covered by warranty and is being sent back to the shop with a letter containing a list of options.

Geebs

Just to update this topic.
I got the phone back on 19th May, with a letter telling me the problem is not covered by warranty, but they didn't say what the problem was. They advised I contact insurance company or purchase a new phone. I then took it straight to a local Samsung Store, they looked at it and said the problem is either the board or antenna or both, and it was covered by warranty. So its in there hands now, according to the repair tracker they are awaiting parts from the manufacturer.


I emailed Anovo the O2 repairers, asking exactly what is wrong with the phone and why it isn't covered under warranty. There replay was the phone is blacklisted and to contact O2. So I get onto O2 who say the phone is def not blacklisted. I think Samsung would have noticed if it was. So I emailed Anovo back telling them O2 say its not blacklisted and so I ask again what exactly is wrong with a phone that is 3 mth old in perfect condition and why they refuse to repair under warranty.


The whole thing to me seems to be a con, in order for them to get more money out of me by buying a new phone that according to Samsung can be fixed under warranty.

grumbler

During the first 6 months if O2 (the supplier) refuses to repair/replace they must prove that the fault was caused by misuse or damage first - before fobbing you off by advising to "contact insurance company or purchase a new phone".

So, you should have addressed your questions to O2 not to some Anovo. Also, to keep your SOGA protection it was better to keep dealing with O2, not with Samsung.

MSE article: Consumer Rights Armour

macman

Was this a new phone or a refurb?

chanz4

I prefer manufactures to deal, then the parts are new not refurbished

Geebs

It was new on O2 refresh, £18 mth on contract plus £10 mth for phone.

d123

grumbler wrote: »

So, you should have addressed your questions to O2 not to some Anovo. Also, to keep your SOGA protection it was better to keep dealing with O2, not with Samsung.

Anovo is the company who deal with O2 repairs

O2 has signed an agreement to renew the contract it has with ANOVO, the repair and logistics company.

Although ANOVO is pretty much unknown to the general public, they are well-known in the industry. ANOVO provides a number of services to the phone retailers, including repair, insurance replacements and technical support.

The new agreement with O2 sees ANOVO’s contract of the last 10 years renewed for a further period.

http://www.techview.co/2012/08/o2-signs-chooses-to-renew-contract-with-anovo/