Motorola Warranty

Okell

https://forums.moneysavingexpert.com/discussion/comment/81864066#Comment_81864066

"…The customer never actually said they hadn’t damaged the screen, they were quite clever in their wording. They obviously had damaged it but they said the same as the OP that we had to prove it didn’t…"

I wonder about that too given OP has already said:

"…Im going ADR route only, if I don't get anywhere with that it's probably not worth the hassle of small claims court.

My complaint would also fail if SBE provided photos or evidence of it being caused by physical damage.

If they do that then I'll cough up & pay, I suspect they probably have this information but I don't know unless I push"

ie "I suspect they probably have this information".

What information does the OP suspect they already have?

dumpster_fire2025

https://forums.moneysavingexpert.com/discussion/comment/81863867#Comment_81863867

But the "screen" on an LCD, OLED etc isn't the part you touch. That's a protective glass (or plastic) cover over the actual screen. The screen itself is quite brittle and would likely break if you put any pressure on it at all.

It's very possible for the screen to break without the part we call a screen actually breaking.

Ultimately Currys can just give the OP the middle finger, regardless of what the law says, and the only way for them to fight that is in a courtroom, not the MSE forums.

visidigi

https://forums.moneysavingexpert.com/discussion/comment/81864303#Comment_81864303

https://forums.moneysavingexpert.com/discussion/comment/81864363#Comment_81864363

You're both missing the point. The screen on this is not cracked, because the repair center havent said its cracked. They have just said its user damage with zero proof.

In the case of the laptop screen they would have seen the cracked screen and told you this.

The screen can break on a phone, correct, but as it stands ALL the repair people have said to the OP is that its user damage - with ZERO evidence.

And, like the OP, I think that's not okay.

sheramber

Has the OP asked Motorola what the damage is?

powerful_Rogue

Easily done. 18 months ago OH dropped her phone whilst out shopping. Screen went black straight away. No cracks/marks or dents anywhere on the phone. Sound still worked etc, just the screen wasn't and without any visible damage.

Sent it off to be repaired under our banks benefit scheme.

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/comment/81865159#Comment_81865159

But that's not always so.

When I dropped my laptop bag while travelling, the screen showed no visible signs of damage yet went all funny. Clearly user damage not a fault but that does not mean damage that can be shown or evident at the casing.

visidigi

https://forums.moneysavingexpert.com/discussion/comment/81865310#Comment_81865310

I didn't say casing.

You knew you dropped your laptop. So it was easy to put 2 and 2 together…

The OP is saying they have not in any way damaged it or dropped it.

The repair shop says its damage and £200+ - but have provided no photos, no list of parts etc - just a 'this is the bill'

No one in their right mind would pay that, if they haven't done anything knowingly, without asking for either proof and/or breakdown.

Grumpy_chap

My laptop was easy to link the damage to the event.

We also have my mobile phone which I referenced upthread (before the laptop mention) where the screen went funny and the Motorola repair people replaced the phone and did not determine user damage. So, the OP's outcome is not a universal response which does give some credibility as to how the repair centre assess phones presenting with this type of fault.

sheramber

https://forums.moneysavingexpert.com/discussion/comment/81865519#Comment_81865519

it the OP doesn’t appear to have asked for proof.

He wants to pursue Curries and ADR.

But has said if that fails he will not go to court.
That seems an odd decision to make for someone who is sure of his stance.

Or is he hoping that Curries will just buckle under to his request?

Grumpy_chap

@sheramber

The OP does appear to have asked for proof in the very first post:

" They haven’t provided any evidence of damage "

" because the phone is under 6 months old, the burden of proof is on the retailer (Currys), not me."

" I don’t have to prove I didn’t damage it — Currys must prove that I did."

" unless they can show actual signs of misuse."

" either repair or replace it unless they can provide proper evidence of misuse"

" SBE’s “physical damage” label isn’t evidence unless they can show actual signs of misuse."

" either repair or replace it unless they can provide proper evidence of misuse"