Problems with my Mobile Phone and Carphone Warehouse...

[Dean87]

Hey folks, I have recently joined the forums and this being my first post. I hope I can get some help with my problem.

 

I entered into a monthly mobile phone contract in November 2009 with Orange via the Carphone Warehouse, and was given a Nokia 6700 Classic for free to go with it.

 

When we had the bad snow and ice 3 weeks ago I fell over on my back and side, and landed where my pocket was which contained my phone and my iPod. Now, my iPod is absolutely fine, not a scratch on it. My phone however, refused to work. I took it back to the Carphone Warehouse (CW from herein) and because I'd had the phone longer than 28 days, they said they were going to send the phone away for repair.

 

Today (20th January 2010) I rang CW to find out the status of the repair. The lady I spoke to said that it was showing on her computer that the repair was completed. I then asked when I could expect to receive my phone back, and she said within the next week. I then asked what repair work took place. She then said to me that the phone was now NOT repaired, but infact had suffered "water damage" and thus could not be reapired at all.

 

Then I asked "So, am I getting a replacement" and she said "No"

 

When I asked why, she said that because the phone had received "Water damage" it meant that this was not covered under the manufacturer's warranty, and that they would not be repairing my phone at all, replacing it, or even offering me any other options. Not only that, but they also want the loan phone they gave me back aswell.

 

I asked "How can the phone be watered damaged, I only slipped and fell in the snow, and my iPod was in the same pocket and is fine". She replied with "Oh well according to my system, it says that the phone fell out of your pocket into the water when you fell on the snow" thus them telling me that they have no responsibility.

 

My argument is that it isn't my fault either. Why now because of bad weather, am I not only without any sort of phone at all, but am still expected to pay my monthly contract!? And why put that on their system when that's not even what I said!?

 

Is there anything I can do about this?

 

Thanks.

[jacktheband]

Can you confirm the situation a bit? You say that it isn't your fault, yet the phone ceased working since you accidentally damaged it when you fell on it. Whose fault do you believe it to be that the phone ended up being damaged?

 

One area which you could ask CPW is to provide the engineers report detailing the water damage and how they came to that conclusion. That might provide an area to challenge their analysis. But, unless i'm missing something, there might not be much room to manoeuvre considering it is their responsibility to repair if there is an inherent fault with the phone, not if it has been damaged after purchase.

[Dean87]

I see. I know that "technically" it's my fault since I fell over, but it's not like I dropped it down the toilet or anything. Surely the phone should withstand a fall from hip-height? My iPod did.

 

I just don't see how they come to the water damage conclusion, and the fact that their system said I "told them" it fell into a puddle when it "fell out of my pocket" when I said no such thing.

[jacktheband]

On your first point, this comparison does not help. I'm sure that if you dropped both an iPod and a Nokia from waist height, some of the time the Nokia will break, some of the time the iPod will break, sometimes both, sometimes none. It would be the luck of the draw, and not really a reflection on the manufacture of the equipment. "Surely the phone should withstand a fall from hip-height?" No, it's an electrical device, not designed for that purpose. In fact, it is lucky that the iPod did not suffer the same fate.

 

As for your second point, if you did not tell them that it fell into a puddle or fell out of your pocket then you need to challenge them as to their version of events being incorrect, and press home the point that they need to consider the situation purely from their engineers' analysis of the phone. However, phones nowadays have numerous water-indicators inside (litmus paper which changes colour on contact with water/moisture) which is usually the basis upon which they reject repair request due to water damage. If their reports show that the indicators are giving a positive water-reading then there might not be much you can do, apart from exploring any payable repair options.

[Dean87]

I asked about that, but they're not even willing to offer a payable repair option. They're just flat-out refusing to do anything at all.

[jacktheband]

In that case, press on with the request to see the engineer's report as to how they have concluded that it is water damage.

 

But at the same time, in preparation for if they have damning evidence, search online for a company specialising in repairs for water damaged phones.

[Dobleen]

Ah, "water damage". That one comes up time and time again when they're sent off under manufacturer's warranty or retailer's insurance. They're trying it on.

 

Escalate it immediately to the underwriting insurer and the FSA. They presumably have full details of the incident that caused the damage and the details suggest their conclusion is bogus.

 

Google it. You're not alone.

[nikster123]

Hey,

Just to let you know, there is a new service out there to help you recover data from your broken phone... As long as your phone can power up, they can take the information from your phone and put it on a CD or transfer it to your new phone. It's called RecoverMySmartphone: Save The Data from Your Broken, Damaged or Water Damaged Mobile Phone...

Hope this helps and sorry about the mishap! I have broken my phone more times than I would like to admit :-|

[Dean87]

Ah, "water damage". That one comes up time and time again when they're sent off under manufacturer's warranty or retailer's insurance. They're trying it on.

 

Escalate it immediately to the underwriting insurer and the FSA. They presumably have full details of the incident that caused the damage and the details suggest their conclusion is bogus.

 

Google it. You're not alone.

 

Thanks for this advice. How would I go about doing this. I have requested a full engineers report, but they have told me that they are not willing to release the information as I "have all the information that is required"

[aargh]

Thanks for this advice. How would I go about doing this. I have requested a full engineers report, but they have told me that they are not willing to release the information as I "have all the information that is required"

Say you wish for it in writing, state you already lied to me and told me it was repaired.

[Dean87]

Thanks, but I meant more about the underwriting insurer and the FSA....who exactly are they?