Mobile Phone Software Fault, Not covered?

Matt-t93

Hi Everyone,

I am just over half way through my 24 Month contract with O2.
I have a HTC which has a known issue where the main rear facing camera will not focus,
This happened around 3-4 weeks ago, the camera is now useless to me.

Having spoken to O2 they said they are happy to take it in and look at it BUT if there is any damage to the phone they will reject it automatically. The screen has a crack in it but this happened 6 months ago, way before the camera stopped working.

Is there anything i can do as the problem is caused by a software fault rather than hardware/damage caused from neglect? Or do i need to make a claim via my own insurance and swallow that one.

Thanks in advance.

susancs

Matt-t93 wrote: »

Hi Everyone,

I am just over half way through my 24 Month contract with O2.
I have a HTC which has a known issue where the main rear facing camera will not focus,
This happened around 3-4 weeks ago, the camera is now useless to me.

Having spoken to O2 they said they are happy to take it in and look at it BUT if there is any damage to the phone they will reject it automatically. The screen has a crack in it but this happened 6 months ago, way before the camera stopped working.

Is there anything i can do as the problem is caused by a software fault rather than hardware/damage caused from neglect? Or do i need to make a claim via my own insurance and swallow that one.

Thanks in advance.

From my experience and that of others on this and other forums it seems standard that if there is any physical damage to the phone, it will not be repaired under the free repair warranty (even it was caused by poor packaging to the service centre).

custardy

speak to HTC and see what their take is. They offer a 2 year warranty.
Though likely the same.

Hintza

Get the screen replaced then you might have a chance of a repair.

JJ_Egan

Software fault as its 12 months old have you tried a factory reset .

As its damaged and likely to be rejected under HTC warranty terms and if pursuing Vendor via SOGA you would need a written engineers report to prove the fault then i would look for a repair shop that can flash new firmware to fix this software fault .If its not actually a software fault then new firmware will fix nothing .

mattyprice4004

Yeah, with a cracked screen you won't get a free repair.
I used to work on the Repairs team for a large mobile retailer - anything like that was instantly rejected.

skea56

I found this out the hard way; I had a recurrent problem with my old S2, almost as soon as I had gotten it - kept overheating and freezing, or a message would appear saying the SIM card wasnt installed and it would have to restart.
I'll admit I jsut stuck with it and couldnt be bothered ringing O2 to complain as it was only every other week it would happen. Eventually the fault would appear every day, and came to a head when every time I would go to answer it, make a phone call, send a text, whatever, the Sim card message came up. Looked up online and found threads relating to faulty batteries overheating and causing the software to malfunction.
Eventually I rang O2 and arranged to send it to them for repair, unfortunately between the phone call and me actually sending it, I dropped it and broke the screen. But seeing as this had nothing to do with the fault, I sent it on....right?? Wrong, O2/Samsung wouldnt even look at it, or would charge me £125 to fix the screen before looking at the fault.
Couldnt afford this so got them to send it back untouched. Bought a new battery at £20 odd and never had another problem again.

Unforunately lesson learned - if there's an issue, report it asap and get it fixed before anything further happen.

Hope you get sorted out ok

sk56