Tesco Mobile says the Samsung warranty covers only software issues

crimson_wind

I have been using the Samsung J3 from Tesco Mobile for 10 months, the phone is protected by the flip cover. Last week, as usual, I browsed the web while having a breakfast, 20 minutes later, when I was leaving the car and having phone on the dashboard, I open the cover to check what time it was and notice that 80% of the screen is black. The phone itself is intact, did not suffer any damage caused by myself, it is probably an internal layer of the LCD screen that cracked. I sent the phone to Tesco for a warranty repair however, they refuse to do it cost-free as the guidelines they have from Samsung for what is covered by the warranty say... hold it... "Software issues only". This is nonsense as the original warranty card does not mention anything about software only issues and it exactly states this: "Samsung warrants this product as free of defects in material, design and workmanship for the period of 24 months...". To me a phone whose screen cracks itself is exactly a poor workmanship and a design. I am currently waiting for a call back from their Complaints Team. Any advice you could give me? How could I challenge their opinion?

d123

Whilst hardware is undoubtedly covered I suspect they’ve just worded their rejection statement badly. A cracked LCD is unlikely to be accepted as a warranty issue, it’s usually caused by user abuse or external force.

crimson_wind

d123 wrote: »

Whilst hardware is undoubtedly covered I suspect they’ve just worded their rejection statement badly. A cracked LCD is unlikely to be accepted as a warranty issue, it’s usually caused by user abuse or external force.

That's the thing, on the outside the phone is intact, what they confirmed is that the LCD screen comprises of 3 layers and it is the bottom one which cracked. I am an honest person and I can confirm that the crack was not caused by any external force other than normal phone usage. That is the phone has not been dropped on the groud neither it was hit. Of course I have no means of proving this... What I reckon has happend is some sort of a micro tension inside the phone which caused the damage but it was not driven by my wrongdoing.

JJ_Egan

Samsung warranty is not software only .
The Samsung warranty is a limited warranty subject to their terms and conditions . Damage invalidates this warranty .
This Samsung warranty in not your Consumer Rights that is against the vendor .At 10 months its up to you to prove via an independent report .You need to prove that its not damage > To me a phone whose screen cracks itself is exactly a poor workmanship and a design ( that's not easy with a screen as 99% are some form of user damage )

crimson_wind

JJ_Egan wrote: »

Samsung warranty is not software only .
The Samsung warranty is a limited warranty subject to their terms and conditions . Damage invalidates this warranty .
This Samsung warranty in not your Consumer Rights that is against the vendor .At 10 months its up to you to prove via an independent report .You need to prove that its not damage > To me a phone whose screen cracks itself is exactly a poor workmanship and a design ( that's not easy with a screen as 99% are some form of user damage )

I know it is my word against their's, will see how it develops but unfortunately I do not have high expectations. Also, having an independent person inspecting the device will most probably cost more than they want to charge me for the LCS replacement (£60).

JJ_Egan

The report fees are refunded if you make a successful claim under CR .

However its £60 odd down the drain if it is damage .Tesco may take into account the Samsung damage report .

d123

crimson_wind wrote: »

That's the thing, on the outside the phone is intact, what they confirmed is that the LCD screen comprises of 3 layers and it is the bottom one which cracked. I am an honest person and I can confirm that the crack was not caused by any external force other than normal phone usage. That is the phone has not been dropped on the groud neither it was hit. Of course I have no means of proving this... What I reckon has happend is some sort of a micro tension inside the phone which caused the damage but it was not driven by my wrongdoing.

It’s entirely possible to crack the under layer, something like having the phone in a pocket and leaning on a sharp edge (door, cupboard, tabletop) can cause the glass to crack.

It’s also almost impossible to prove that the damage it not due to an external force.

crimson_wind

JJ_Egan wrote: »

The report fees are refunded if you make a successful claim under CR .

However its £60 odd down the drain if it is damage .Tesco may take into account the Samsung damage report .

It is very interesting what you wrote. Who can actually be considered as an independent expert eligible for inspecting the phone and proving the report which I could support my claims on?

DCFC79

crimson_wind wrote: »

It is very interesting what you wrote. Who can actually be considered as an independent expert eligible for inspecting the phone and proving the report which I could support my claims on?

Someone who repairs phones.

crimson_wind

DCFC79 wrote: »

Someone who repairs phones.

Literally, any screen repair shop's opinion will suffice?

d123

crimson_wind wrote: »

Literally, any screen repair shop's opinion will suffice?

No, it will need to be someone qualified to the extent that a court would accept their testimony as being expert.