O2 HTC One M9 - O2 won't repair under warranty

ShazM

Hi, I purchased a Htc one m9 July 2015. It came with a 2 year warranty. 28th August 2016, phone froze, unable to access phone at all. Tried soft reboot etc using power and volume buttons, nothing, phone then froze in soft boot screen (as if in the actual software programme itself). Returned to shop where I purchased it (official o2 store) they referred me to guru at another official o2 store, the guru could not fix it said it would have to be sent off. Text message from 02 saying not covered under warranty and will give me quote to repair. A lot of holding and back and forth to get to point where o2 repair centre says it needs a new motherboard and not covered by warranty as someone has worked on phone! No one has worked on phone other than me trying to soft boot it and o2 store who ran diagnostics and tried reboots/restore etc. Phone would not even restore to factory settings. O2 have now offered me a refurbished phone with only a 3 month warranty, not happy given that I still have 10 months left on my contract and would therefore have 10 months of warranty left on my original phone. Really unhappy and fuming as no one has worked on my phone and basically o2 says someone has. What can I do about it and do I accept a refurbished phone with a 3 month warranty!!! I have been with o2 over 10 years, never returned a phone, but will be leaving them regardless after this. So options are, pay 124.99 to repair phone, cancel contract now and pay 200 and have no phone, or accept refurbished phone with 3 month warranty for next 10 months or is there something else I can do??? Any advice, greatly accepted, thanks in advance.

madforIT

O2 not selling anymore i had similar problem mine was on contract from carphone wharehouse funny they are not selling it anymore i got 500 towards a new phone because they had it 14 weeks so i think theres a major problem with the m9

Jon_01

Try HTC direct, the 2 year warranty is with them, The retailer will only (normally) give the standard 12 months. The length of your contact with the network for air time has no bearing on the warranty of the handset. . .

mije1983

madforIT wrote: »

O2 not selling anymore i had similar problem mine was on contract from carphone wharehouse funny they are not selling it anymore i got 500 towards a new phone because they had it 14 weeks so i think theres a major problem with the m9

It's an 18 month old phone that has since been superseded by newer models, so I don't think the fact retailers have stopped selling it necessarily means there is a 'major problem' with it.

Exemplar

Go to HTC direct, I have several times for phones at work. Each time the phone was picked up, repaired and returned in days. Their on line tracker shows the status of the repair.

Their aftercare is superb.

ShazM

Hi all thank you for your advice, so I have had no success whatsoever in getting O2 to resolve my problem. Best offer to date has been a refurbished handset with only a 3 month warranty. I have said no thanks out of principle. (Phone is faulty) I will now email CEO to complain & Lodge a formal complaint with O2 and the ombudsman. I have in the meantime contacted HTC and have a log etc so will be sending my phone directly to them. (All for a fee of course, which I am happy to pay so I can get the proof I need) I have been with O2 for 10 years + but will be cancelling my contract and will take my loyalty and business elsewhere. I have done some research and this is not an uncommon problem (for any android). I have also been told that the problem I have had with my phone is more common in refurbished handsets, so as part of the tech report from HTC, they said they can check to see if this is in fact a refurbished handset. The CS at O2 leaves little to be desired and I for one will certainly not be reccomending them again.