O2 Repair and what they should cover?

wassupbob

My sisters Samsung Galaxy S6 screen stopped working last week. It wasn't dropped or anything the screen just stayed black when it was unlocked.

She bought it about 4 months ago from o2. She took it back to them and they agreed to send it off for repair. They agreed there was no cracks or anything on the screen and it hadn't been physically damaged.

In my eyes this was a failing of the phone and should have been covered by the warranty?

Anyways, the o2 shop have got in contact and have now said that the screen is cracked and she would have to pay £329 to have it repaired? Not only does that seem crazy expensive but the guy in the o2 shop is still saying the screen was not cracked when it was sent to the repair shop.

What, if anything, can she do?

grumbler

Stick to your guns. Say that the phone was inspected in the shop and there was no any crack, and if there is a crack now then it's O2 who broke it.

In the future, make sure you take good photos of a phone before sending it for repair.

wassupbob

They are now saying its the interior LCD rather than the glass that has the crack.
The phone is pristine on the outside...not one mark. It has been in a case and has had tempered glass screen protector on as well.
So frustrating for her. It was in her hand and just stopped working.

*they are asking for £229 to repair not £339 as I said above (typo)

grumbler

Any crack on the interior LCD would be visible and would have been noticed in the shop, especially as they specifically inspected the phone.
However, on a black screen it's more difficult to spot. And, indeed, if you drop a phone, you are more likely to brake the external glass, but by bending it, e.g. in a jeans pocket, you are more likely to break the internal, less flexible, screen.

d123

grumbler wrote: »

Any crack on the interior LCD would be visible and would have been noticed in the shop, especially as they specifically inspected the phone.
However, on a black screen it's more difficult to spot. And, indeed, if you drop a phone, you are more likely to brake the external glass, but by bending it, e.g. in a jeans pocket, you are more likely to break the internal, less flexible, screen.

Some phones you actually need to use a torch to see cracks to the actual LCD, the Samsung OLED screens are really difficult to see, the OP's only hope is that the shop staff made a mistake and didn't notice the cracks and have noted it as not cracked on the repair paperwork.

The OP could then take a chance and push it as if the damage must have happened while the shop had it. Depends on what the shop staff will actually say though.