Phone not working after being sent to O2 repairs

gd49

I'd be grateful for a bit of advice as I'm having a dispute with O2.

The camera on my phone, an Xperia Z3, stopped focussing into the distance. Rest of phone worked completely fine. Took it to an O2 shop, they sent it to be repaired. Repair centre told me there was a crack on the front, bent frame and dead zones on screen, wanted £229 to fix it. I wasn't aware of any of this damage, but as phone was working fine asked them to return to phone.

Phone came back, worked but had no Play store app installed so I couldn't install any other apps. I'm aware that with some fiddling online its possible to install Google Play but didn't want to have to mess around with the phone so took it back to the shop. I couldn't see any of the damage mentioned, checked the whole of the phones screen using a Paint app that was installed, didn't find any dead zones or areas that didn't work. Staff in the shop said it wasn't the first time phones had come back without Play store app and would need to send it back to repairers to get it sorted.

Phone went back, repair centre said they wouldn't fix phone now due to a crack on the screen. I explain why it's been returned, they say they'll sort it. Phone comes back, now will only turn on as far as network screen but no further and gets very hot. Did now have arrows showing the damage they'd mentioned, there was a small crack on the bezel of the phone which I hadn't seen before, potentially could have missed it as previously phone had a screen protector on, I don't know. Bend in frame is a very small dent on one side.

I'm not too fussed about the cosmetic damage, it'll be difficult to prove one way or the other if it was there before sending for repair. My major concern is that I sent in a working phone and now have a useless one. I'm worried they'll claim internal damage is why it's not working now. Is that possible when it was working absolutely fine before it went in, and after the first time it was returned? They wipe and reset the phone each time it goes in, is it possible to damage the phone doing that? I assume they must do something other than a factory reset to remove the Google apps the first time?

Any advice for the inevitable arguments I'm going to have to have with them will be gratefully received!

JJ_Egan

(They wipe and reset the phone each time it goes in, is it possible to damage the phone doing that?)

Nope its a simple job even if they reflash firmware .

gd49

JJ_Egan wrote: »

(They wipe and reset the phone each time it goes in, is it possible to damage the phone doing that?)

Nope its a simple job even if they reflash firmware .

Thanks, that's what I thought. I'm worried they're going to claim there's internal damage preventing the phone from working, is this likely given it was working fine prior to being sent in, and the first time it was returned it all worked but didn't have Google Play installed?

JJ_Egan

No idea if Play comes installed or not with that models firmware .

littlerock

should have come originally with Google play installed. check user guide.

gd49

Thanks for the replies, when I first got the phone new from the shop it did have Google Play installed, it was when it was returned the first time by the repairers that it didn't have Google Play installed.