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O2 Problems - damaged Palm Pre phone.

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Hope this is the right forum for this.


OH and I are having quite a lot of problems currently with his phone which is on an O2 monthly contract.

Its a Palm Pre, gotten as an upgrade in Feburary this year.


Unfortunately its broken.

The phone is basically a large screen with a centralised control button and the front slides up to show a qwerty. As he pressed the control button the screen cracked and spiderwebbed from the button point. We were pretty astonished how easily it broke and contacted O2 about possible repairs.

A quick google confirmed that we werent the first case of this identical damage. :-|


Heres where it gets messy.


After arranging and paying to have it sent off to be repaired we got a phonecall.

We were told the Palm Pre only came with a 90 day warranty.

We were told this warranty wouldnt cover what they considered damage caused by force.

We were asked to pay around £100 to have the screen replaced as long as we accepted full responsibility for causing the damage.


At this point we declined as we have the phone insured and were not comfortable with the responsibility issue with what might be shown as a possible manufacturing fault.

We asked for a copy of the engineers report to show the insurance company that O2 refused to repair under warranty. We said we would agree to pay the insurance excess on the caveat that we werent accepting responsibility for the damage.


Got the phone back today in the same state as expected but the enclosed paperwork isnt quite what we expected.


'Dear X

Thanks for sending us your phone to be fixed.

As you know, the repairs needed arent covered by the manufacturer;s warranty and youve told us you'd rather not pay for it. So we're returning your phone without repairing it.

Hopefully you have a spare phone that you can use. But, if not, you can see the latests phones available either:

*sales bumph about the O2 store and their great value*


O2 Repair Centre Manager.


Funny looking engineers report? Its the only thing included apart from the phone?

And back onto O2 again.


That is the report we're told. That's all the report they will give us. Its the standard one they give out.

Not the actual assessment of the phone deciding its not covered by the warranty. Just a (tad insulting) letter advertising their store.

After a carp load of phonecalls again to the insurance we've finally got them to agree to pick up the phone and process it as a claim.


Due to the type and area of damage on the phone and the multiple reports of the same issue occuring Im somewhat worried we're ending up paying to have a fault that quite a few Palm Pre's have. :(

We'll be paying an excess and obviously having it added to our claim history.

How would I possibly go about judging if this is something we've damaged by using improper force or if its actually a faulty screen/case issue due to the manufacturer?

And if possible if it does turn out to be a manufacturer problem, would it be the SOGA we need to look at or another form of legislation?


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moved to the telcoms forum


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