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Original topic:

HH

(Topic created on: 04-12-2023 05:30 PM)
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Jue1
Apprentice
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hi , I have a fold z3 on a contract with O2, a few weeks ago the sound stopped working on calls ,media etc then last week I couldn't connect to WiFi , I sent the phone to O2 and of course the fault isn't under manufacturer warranty,so not w I have a phone I can't use and still owe half of the contract,  please help , the phone has no scratches,cracks etc and the screen is perfect as i know that is a fault these phones are prone too

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7 REPLIES 7
Piper123
Black Belt 
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When you take on a new device with an airtime contract, the device is usual warranted for the period of that initial contract (typically 2 years).

So unless O2 are saying the damage was user created OR you've gone past that 2 year term, I would be going back to them as they cannot deliver their side of the contract at this point.
Jue1
Apprentice
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Warranty ends Feb 24 , they said there was a "bump" under the screen so it's not covered , my phone is in immaculate condition, there is no damage or bump to the screens, to me not being a tech but I would say there is a loose wire inside . Thank you for replying

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Piper123
Black Belt 
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I would challenge that and if no joy, approach Samsung Customer Services to see if they would book a repair.....
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BandOfBrothers
Samsung Members Star ★★
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@Jue1 unfortunately if they have deemed there is accidental damage which isn't covered under the manufacturing warranty then they'll stick by that assessment. 

It's likely they've sent the phone to Samsung for warranty support already or they've flagged the phone as not covered for a free service. 

They should however provide a reasonable costing for a repair. 

As o2 are the merchant then it's them that apply the warranty. 

If I can be of any further help then please don't hesitate. Take care.  😎 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

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Artindoril
Pioneer
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Couple of options. If you live near a samsung store, try that. I'm with O2 and I always travel to my nearest Samsung store as they can repair on site.

Other option is to pay for a third party assessment and use that with the customer rights act under the product lasting a reasonable period (assuming an independent review comes back clear). If that doesn't work then small claims.

Challenge is if the third party comes back with user damage, you aren't going to have a leg to stand on.

Last option would be to claim on your mobile insurance. On cheap mobiles it's not worth it, but personally I will always have insurance with a flagship phone. Repair costs are too high otherwise.
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Jue1
Apprentice
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I have got through to Samsung customer care this morning and told them what was happening to my phone and what O2 said so Samsung are collecting my phone to see what the fault is so fingers crossed it will be covered with the warranty , thank you for all your help ,  much appreciated

Jue1
Apprentice
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Hi I've just had a message from Samsung to say they have repaired my phone and will be sending it back soon so I haven't been charged for repair so they must of deemed it as covered by the warranty and O2 couldn't be bothered to sort it for free , I knew I had done nothing to my phone and I am appalled by O2 service but I can't fault Samsung , they have been fantastic so thank you for not letting me taking O2 report and urging me to seek further help

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