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Hi there would be grateful if someone could help with this one. I have been a customer with o2 for a long number of years and took out a new contract for 24 months in March 2011 they sent my new phone Sony Ericsson xperia X10i not had any problems untill last month when it started dropping calls, switched itself off with 43 per cent battery power in the battery, etc,etc. Went to one of there shops, they sent it off for repair, it was sent back to my home with this note inside.

 

Thanks for sending us your phone. One of our engineers has found that its got a problem that your warranty doesn't cover. As a result of this, its going to be cheaper to replace the phone than fix it.

We're sending the phone back to you. It might still work, but the damage could cause problems later. If you would like to see a picture of the problem, log on here selfservice.o2repairtracking,co,uk/

But all is not lost. There are a few ways to get it up and running again:

If you've insured your phone with another company, give them a call

If your current contract has come to an end, you might be able to get an upgrade.

You could also get money for recycling your phone.

 

I was told when i took the phone to the shop that it was still under warranty as it is still under contract, it has not been abused and looks brand new as its been in a protective cover since new, if its under warranty why did they not fix it? what should i do now, and what rights do i have (if any) any information would be most welcome thanks

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download the pics, & let us see them

 

what do they say is wrong?

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My money is on the old "Liquid damage" excuse being rolled out by O2 here.

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Hi there thanks for replying, there is only one photo and to be honest it could be a photo of anything, they have zoomed in on the internal components and the photo is blurred, also the photo does not id it as my phone it could be anything. But i phoned them today as the engineers report said its damaged and that the board is coming away from the phone, the person i spoke to implied that it may have been dropped, not while i ownned it, I said it has been in a protective cover since new and if the phone had been dropped it would have externel damage, which it doesn't, I asked if they would mind if i took the phone to an independent engineer as i did not agree with there version of events, she said if i did that it would mean the warranty would be invalid, but i could contact Sony Ericsson to have them check it out. Before i took this phone to the o2 shop i checked some forums on the internet to see if anyone with the same phone had the same problems as me, and there are loads of people with the same fault, so has everyone dropped there phone!!!! dont think so.

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Had an Independent engineer look at the phone and he said that it has not been looked at no sign of the torq screws being undone to investigate any problem with the phone, so it is being sent to Sony Ericsson to see what's wrong.

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Update from Sony Ericsson, phone has been repaired and is on its way back to the customer, hope they also send an engineers report so that i can compare it with the O2 report. Looks like O2 wanted to pass the buck, so much for there warranty care.

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Well got my phone back today and surprise surprise all it needed was a software upgrade,but O2 said it would be cheaper to buy a new phone as the DAMAGE to the phone would mean it was too expensive to repair. Sony Ericsson sorted it,but I had to buy a new phone as I did not have a back up and followed the advice from O2 which cost me £159

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Hello folks I know most people will be busy this time of year but can you advise what to do next please, would it be possible to claim O2 for the cost of the new phone that i bought on their advice?? if so how would i go about doing this. If i had known my original phone could be fixed i would not have bought the new one, but the O2 engineer more or less said that my phone was not worth repairing as it was so badly damaged, which was totally untrue as the engineer from Sony Ericsson fixed the problem by doing a software update without having to replace any parts, think O2 need to look into there repair service, any help would be most welcome thanks.

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Email complaintreviewservice@o2.com

 

Explain what has happened. Tell them what you want as resolution. Let us know how they reply.


If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site

 

Please also consider using the

C.A.G. Toolbar

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Update o2 got back to me and agreed that their engineer got it wrong and that the fault with the phone should have been fixed with a simple software upgrade at one of there shops as it was a known fault.But as a goodwill gesture they will give me 4 months free on my current contract.That comes to £100 as its £25 a month,but the phone I had to buy cost me £159 while mine was in for repair.

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I would push the point that you are still worse off for their engineer getting it wrong. If they offer a further 2 months, you will be happy at only being a tenner down and the phone will be compensation for all the running around :p


If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site

 

Please also consider using the

C.A.G. Toolbar

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Hi locutus, took your advice and called them back and said thanks for the offer but did think it was a bit mean considering that what had happend was down to your engineer saying that my orignal phone was beyond repair, so why should i be out of pocket.

 

I said that to restore my faith in o2 could you rethink the offer and make it 6 months, and i would remain a customer with o2, after a bit of thought they eventually agreed, but wanted me to commit to another contract when this one finnishes and i was due an upgrade anyway?? I then had to remind them i had just bought a new phone because of what their engineer had said and would not require an upgrade, so they backed off and said they would take my word that i would remain an o2 customer. But thanks for all the advice given and taking the time to respond to my posts.

 

Kind regards Shuggler

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Another problem i had with O2, when i started my 24 month contract they had agreed that they would give me a loyalty discount, but after 18 months they stopped it and charged me an extra £3.00 a month, I phoned to ask why it had been removed and they said the offer had only been for 18 months, but could not argue at the time because i could not find my contract.

 

After a bit of searching i found it and it clearly states the loyalty was for 24 months, so called them back, (6 mths later) told them they had wrongfully took the extra £3.00 for the last six months, they said I was wrong and insisted they were right, but after a long drawn out debate they had to give in and give it back in the form of credits, seems they dont like giving MONEY back, so keep your contract safe as you may need it someday.

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