O2 refusing warranty repair/refund

Steph2batty76

I upgraded to an iPhone 6 refurb on 25 Nov. I got a protective case and screen protector, the phone has not had damage. I plugged it into my speaker via aux cable and got a shock from the camera at the back when I picked the phone up. Sent it into o2 for repair as its not even a month yet, they have refused warranty issue saying the fault is due to physical damage. Like hell it is! I did take out damage insurance with the phone, but I refuse to go through insurance as I did not damage it. How do I get o2 to replace the phone? I think it was a faulty phone from the start. I have been on citizens advice website but they just gave me a generic letter to print out stating consumer rights act 2015. Can I demand o2 take the phone back and I cancel my contract?

grumbler

They must be more specific than just saying 'physical damage'.

WellKnownSid

What was actually wrong with the phone / what was the damage?

chanz4

I wonder if its static shock

WellKnownSid

Most devices use a high frequency power supply with a 2 pole plug - where the output will float at around 1/2 mains potential due to the common mode EMI suppression.

Speaker plugged into the mains then into the iPhone, plastic case of the iPhone acts as an insulator as they grab it. OP wearing sweaty socks or bare foot touches the metal around the camera - and gets a few uA up the tip of their bare finger.

Nothing necessarily wrong with the phone, case, speaker, cable or power supply to the speaker, the house wiring or indeed the supply to the house whether it's TN-C-S or TN-S or TT.

With the case removed they may not have even noticed it with the current spread across their hand.

Rev

If you have a local apple shop just take it there.

Steph2batty76

Thanks for replying
There is absolutely no damage to the phone. I phoned o2 asking what to do regarding the shock and would it happen again. They were useless and couldn't tell me anything. They said to send it in to repairs dept, which I did. Then I get an email saying it's not covered under warranty, it's caused by physical damage and quoted me £250 to repair it! I want to know where they dreamt up that price and where said damage has come from. I left it at o2 in pristine condition.
Had they said "oh it's probably just static via the speaker" and some tec info that would have been fine, but to fabricate damage and expect me to pay £250 that is disgusting.

diamonds

Request return. Take/send it to Apple, for less than a month they will replace any fault that is not physical.


Get this done and send a complaint to o2 about their insurance product. They are liable for their third party insurance underwriters and repair actions.



Dont tell Apple a repairer opened it though, o2 could have voided your warranty.

WellKnownSid

Trouble is, as I say, if anything was at fault it definitely wasn't the phone, and probably there was no fault in anything.

The phone just happens to be made out of metal which is a conductor of electricity. That metal connects to the ground of the speaker via the aux cable for shielding reasons. That ground may be floating due to a fault in the supply - or simply a couple of uA leakage through the noise suppression. A plastic case will make a very slight tingle from a metal case feel worse than it is. Or as others have said, it could be static.

As for the phone, it'll be in a plastic bag in a NFF pile on a desk somewhere, probably not even opened...

Steph2batty76

Just received phone back. O2 have actually damaged it - the on bottom at right hand side is now jammed in and it won't turn on! There was no damage to that phone when I sent it in, the guy in o2 store had to use it to delete / turn off iCloud etc. So it was fully working. Someone at the repair centre has intentionally damaged the phone as I can't see how you can accidentally force the button in. How do I go about accusing/claiming against them causing damage. It's going to be my word against theirs.

pappa_golf

who organised the couriers , especially the one to them? if they organised it ,then the phone "might" have been damaged whilst in there care (hint hint)