O2 Warranty Problem

Fat.Controller · 23rd June 2007, 17:33

I got a Samsung D900 on contract from my high street O2 shop about three months ago. Two weeks ago I took it back for repair because the screen appeared to have 'burnt out' internally.

They are now telling me that the fault is not covered by their 'warranty' and are trying to charge me £78 to repair it.

Can anyone advise me of my rights in this matter, especially where I stand with the airtime contract?

How should I proceed with O2?

All comments wellcomed.

FC

Fat.Controller · 24th June 2007, 12:02

BUMP

Any ides anyone?

FC

buzby · 24th June 2007, 12:16

It's a weekend - give us a little lattitude. LCD faults can be caused by a variety of factors, although most (but not all) relate to misuse, dropping, water damage etc. In their rejection they have to explain WHY it is not a warranty repair. what did they say in your case?

Fat.Controller · 2nd July 2007, 17:04

I have finally got my phone back from O2. They are refusing to repair under warranty and saying that the fault with the LCD is not covered.

Do I have any redress or should I just put it down to experience!

FC

buzby · 2nd July 2007, 19:30

There are only a few probs that exempt the LCD from a warranty repair - direct damage, water ingress, and drying out (hot sun exposure). They'd have to have explained why they weren't agreeing to a warranty exchange - if you haven't been told why, now's the time to ask!

Fat.Controller · 3rd July 2007, 00:18

I have contacted Samsung directly and they are going to examine the phone with a view to repair under manufacturers warranty.

I will post again when they have looked at the phone.

FC

barracad · 3rd July 2007, 00:23

You would be best off dealing with O2 rather than Samsung - O2 are the retailers and it is their responsibility.

You still haven't answered Buzby's question - what is the reason for refusing a warranty repair? How are they saying the damage/fault was caused?

Fat.Controller · 3rd July 2007, 08:08

So far, O2 have only told me that it is an LCD fault that is not covered by the warranty. They have not sent a report back with the phone and have not said how they think the damage was caused.The only people I have dealt with are the shop staff who tell me that I must have caused the damage.

FC

buzby · 3rd July 2007, 14:24

Until they provide an unequivocal reason for the LCD failure, refuse to accept any assertion that it was your fault. Barracad is quite correct in saying O2 should be your primary point of contact, however the manufacturer may know of a deficiency (that it hasn't made public) and repair it for you without comment, or they'll support O2's position, and you get more info as to the problem. They have to have more than a suspicion you've misused or mistreated the phone, and in the absence of this, SOGA applies and they must repair it.

Fat.Controller · 3rd July 2007, 15:57

Thank you both for your replies.

I will give Samsung the opportunity to repair it and if they say no or try to charge me then I will deal with O2 customer services using SOGA.

FC

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