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I thought this little story would show O2 in a slightly new light....
a couple of weeks ago, my prized XDA2s developed 2 faults....one, it the on/off switch stopped working and the only way to power off was to remove the battery (??!!) and two, there was no audio what so ever coming from the speaker....nothing on media player, nothing on a call (although i rarely used it as a phone)....
so, i rang the legendary CS and was told by a young person who clearly was on their first day of social speaking, that i needed to take it to my nearest O2 store...
this i did, to be told it needed to go away for repair (no replacements allowed) and that it would be approx 2 weeks......no loan unit, nothing....
anyway, phone call 2 weeks later from an entirely different branch to say my phone was back........
so, go into the store to collect only to be told by the assistant that they had not repaired the unit...........IT WAS WATER DAMAGED !!!!
personally, i have never used the pda in the rain, it has never left the expensive leather case that i lovingly enveloped it in.......plus, the screen was and still is in pristine condition, protected by the expensive protector that i purchased for it..................WATER DAMAGED!!!
he then proceeded to show me a photocopy of the main board with more arrows than a Red Indian convention - allegedly this was my board indicating all the alleged water damage...........
so after much discussion, whereby the assistant grunted, huffed, rolled his eyes, looked around the store several times at another argument that was taking place, he basically informed me there was nothing i could do........'claim on your household insurance'...........which bit of 'it has never been in the rain' did he not understand............
no repair, no replacement, don't care if i did write to Head Office, please take your £259.99 lovely pda with no audio/power button and leave....
WELL O2, YOU REALLY HAVE GOT LOUSY CUSTOMER ASSISTANCE.....
so if anyone wants knows anywhere i CAN get this fixed, i would be grateful
oh, and yes, i would definitely recommend Orange/Vodafone/T-Mobile to anyone !!!!
ouch....that sucks...were u on an insurance plan?
I was having a look through this insurance plan I'm on from o2 (oh...and not a fan of o2, just got the contract so I could get the phone for 99.99 and use it on vodafone) and if mine ever messes up *crosses fingers* then I'll probably call them up and tell them I lost it!
At least then I can be sure I'll get a working one back. lol
There is now a clause with lost phones, your claim must be accompanied by a police report number and then, at their discretion, they make a decision as to whether it is a "valid" loss, if they decide it isnt valid you get nothing it seems. I think the only people who need worry are those that have made multiple claims by way of getting a new phone every year.
all the networks are crap really, none them care, they are all halfwits in customer services.........and they still charge us a fortune for calls
It is fortunate of me, as i do not need to suffer from lousy customer service but the XDA in Singapore definitely cost more than those over at your side.
Hi, my name is Dom and I've been without my O2 XDAIIs for 1 week now. (thanks - I needed to get that off my chest)
I took my phone to an O2 shop last Monday and gave them a list of faults as long as the average M25 traffic jam. They told me 7-14 days and we should have it back.
If they tell me my unit is WATER-DAMAGED, I will be in contact with my solicitors. The closest my unit has been to water was being clipped to my belt while I took a wizz!!! Also, the only marks on the unit are the wear on the keyboard of the sliding mechanism and a slight scuff mark on the right edge where I knocked into a wall by a cyclist (crazy idiots).
My advice - contact a solicitor. Get he/she to get in tough with O2 regarding a replacement unit. The solicitor will cost a bit but it should get you a positive responce from O2. You might be able to get out of them.
Good luck!
Dom
Not only get a solicitor but make sure that the solicitor applies for costs as well as a replacement, that way it costs you nothing, assuming you win.
You may even be lucky and find a solicitor who is prepared to have a go on a no win no fee basis as it is likely to only take a few threatening letters to sort it out.
recently my camera failed and the x1 went back to Sony, I've now had an email saying the phone is unrepairable and I have to pay £10 to have it returned unfixed.
I called them up and they say the mainboard is bent and not covered under warranty. The case is perfect, the screen is perfect and the phone has never been dropped etc.. They said this can happen even when the phone is in a pocket or bag but classed as accidental damage so not covered. They also said it's not a replacement part and I would need to buy a whole new phone, even if I was happy to pay for repair myself.
Is this right? Do they have to prove it was dropped? Is there no way of getting this fixed even if it costs me? Who can I complain to about this?
Thanks for any advice you can give..........
What country do you live in? And has this issue happened within 6 months?
If in the UK, you may be covered by 'The Sale of Goods Act 1979' if you believe the phone was not of satisfactory quality (plus a few others reasons). However as far as I know, this would protect you from the seller, not SE.
Put simply, goods are expected to last a reasonable amount of time within normal usage (which i would argue means keeping within your pocket). If it breaks within 6 months, it is the sellers responsibility to prove that it was fit for use at the time it was sold (very hard for them to do if others are working fine). After 6 months you have another 5.5 years (4.5 years in Scotland) where you are still protected but it your responsibility to prove the goods were unfit at the time of sale.
Might be worth a shot. Info can be found on the website for BBCs Watchdog TV program: http://www.bbc.co.uk/watchdog/consumer_advice/consumer_law_sale_of_goods_emp.shtml
thanks for that, unfortunately i've had it for about 9 months so SOGA won't be easy for me to prove. I just cant get how they say it has been damaged by me, there's no signs of dropping, the phone is absolutely mint! I'm very mad indeed
the same thing has just happened to me with vodafone in the uk.
phone was sent back to the service centre as some of the keys on the right-hand side of the keyboard were working intermittantly which i believe is a common issue.
the phone was returned to me with a blurry picture of what may or may not be the inside of my phone saying that the phone had been damaged and was not covered by warranty. my phone has never been dropped and has been very well take care of. :-(
I have asked that they escalate my complaint and I'll be getting a call back tomorrow but I don't hold out too much hope. Not quite sure what too do after that but I wont stop there, considering the cost of the phone originally it's taking the p***
sounds shocking. Good luck mate and what country are you in?
I have just picked my phone up from an o2 store after sending it off for repair, the keys only worked intermittently (as previously posted) along with a few other issues. I received t.he handset back with a "Beyond Economical Repair" diagnosis, claiming that i had somehow bent and cracked the motherboard due to physical damage. I had to instead claim from o2 insurance costing me £25. I think in the future its much better to contact Sony Ericsson directly.
I'm in the UK and today had a call back from the escalations team who just confirmed what I was told yesterday, basically bent board, not our problem, buy a new one. They will send it back for free though which I'm supposed to be grateful for.
I'm now going to take it to their director of support, when you look at the 1000+ posts about the cracks and another 2 replies in this thread about the 'bent mainboard' the manufacture of this phone is questionable to say the least and goes a long way to prove the sale of goods act 'unfit for purpose' rule. I'm happy to take this to civil court if needs be........I'm a principals man and I'm seriously pi**ed...
Can you send it back to Sony? Sony repaired my damaged screen/cracked casing for free in about 7 days
i think it depends on country, in my they even charge me changin the case, becouse "they didnt get any input about cracks in case". i show them xda thread with numeros complaining and no luck, had to pay...
I recently sent the phone back to change the keyboard and upgrading of firmware. I had to wait 3 weeks for a keyboard cos they went out of stock for it.
They even changed my cover that had some scratches without even me asking. Also the D-pad was changed cos of some peeling.
I thought that they gave me a reburbished set so I checked the IMEI, its ok. They even offered me an extended warranty program where I pay around 70SGD and it covers even accessories like headphones and such for a one-to-one exchange scheme.
This is SE Singapore Support.
Hello, my first post here and i'll be honest, i haven't done much research or searched this forum (fresh problem, not enough time), but believe that my problem might be unique so please bear with me.
The phone in question is in lithuania - is locked to T-mobile, the seller will try to unlock it, i almost bought the phone but couldn't figure out course of action to unlock it since i'm neither Tmobile customer, neither have receipt for this phone, furthermore i found corrosive like damage under the back cover of phone.
What worries me is lack of PN SN barcode sticker in picture 01 (i wasn't comfortable to post numbers i found there, so i blured them out), "molten" plastic damage seen in all 3 pictures, copper something sticking in picture 02 below camera (i believe it may be bluetooth or other antenna) and overall opinion about extent of damage found here. Otherwise the phone looks fine on the outside, touchscreen works, no dead pixels, minimal bruises on case.
Origin of phone is from USA, guy bought both of them there (one for his wife but she didn't like this "brick"), his own phone also sports deformed plastic inside, but seems to work so i'm at loss here, what may be the cause of this deformation, is it normal or what..? Dealer seems like honest guy who may actually be duped himself...
How much did you pay for that? Were these issues made clear pre-sale? Did you get it off eBay?
That is not normal at all. As well, with no serial # and the semi-stripped screws I would bet the phone is either a) refurbed or b) stolen/made of stolen phones. I don't know of many refurbished phone sellers that remove serial #'s and FCC labels that are reqiured by law to be on the device.
to pjcforpres>>
i almost bought it, the seller was honest enough to return money, will try to unlock then we may meet again and try to check is phone working at all.
Considering new like appearance of outside he was surprised himself (i won't judge him, returned money afterall, almost got duped myself).
I haven't bought it from ebay, because couldn't find anything on ebay that would be of reasonable price and send to lithuania (we are known of failure, i won't deny) - was tracking few days ago developer phone on co.uk, but friend with excelent feedback couldn't even attempt to bet because lithuania is a no no
The phone came with american like charger - it is possible that it was stolen in USA and sent here or sold to the poor guy back there. As i mentioned above, his own phone sports damage though he uses his phone just fine. About missing SN stickers.. well ... what can i say?
Phone price goes 540 lithuanian money with going course (3.4528 Eur, 2.3758 $) approx 156 Eur or 227$. Issue about unlocking was told beforehand, i haven't predicted that it could pose a problem.
As long as you got your money back. You might want to try calling a seller/emailing an eBay seller and seeing if they would sell to you on the basis they don't ship until the payment fully clears, I would bet most retailers and some eBay sellers would be willing to work out/accept something along those lines.
If you ask me it looks like somebody tried to glue the back cover on...
To me it looks like it got run over by a truck...
Hi Guys
Yesterday I took my phone out of my pocket and immediately realised it had 4 or 5 thin cracks emanating from the left, roughly where the charging flap is.
This is a MASSIVE headache. The phone was perfectly fine one moment as I recorded a video with it... I then put it in my pocket and when I removed it 30 mins later it had broken. I did not drop, bang, bash, knock nothing it. I paid cash for my phone so I have guarded it with my life. I never had anything else in the pocket with it and it was loose fitting shorts.
Now normally this would not be the end of the world, but I am on holiday in South Africa. I live in the UK so warranty repairs I assume would have to happen there. I have Amex insurance on it, usually they are very good, but if they send me a new phone I would likely be liable for a huge chunk, as in 40% of the value, import duty.
If they make a cash value payment to me I can buy the phone here, but then if it breaks in the UK the service centre there won't touch it.
I honestly feel really angry about this. I sold my iphone 5 in September and bought this phone, knowing full well that perhaps the biggest price I would pay would be the drop in after sales care. I would have been able to live with the crack until I get back to the UK, but like I said my phone is totally unusable.
Oh yes and I am only going back in May!! That is 5 more months so I can't be without a phone for half a year...
Has this happened to anybody? My circumstances are pretty unique, but can anybody offer any advice at all? surely people's phones break while on holiday, Sony can't just turn their back on me?
Thanks,
Johann
I think it's a unique case but just to be sure can you post some pictures?
eclyptos said:
I think it's a unique case but just to be sure can you post some pictures?
Click to expand...
Click to collapse
Ok my only camera is my phone, but I will borrow my mum's phone tomorrow and take some pictures in the light. I have heard about spontaneous cracks with the Z ultra but not really Z1... I would be keen to know if anybody else discovered cracks...
Hi I didn't end up taking a photo but thought I would post an update.
I called Sony Mobile South Africa and they will NOT do a warranty repair here as the phone was bought in the UK (Why did I leave Apple??) however if I want to I can have them fix the screen for me for R4000 which is £236!! Plus the phone would have to be couriered to Johannesburg about 1600km away from Cape Town...and couriered back at my expense....
I then contacted Sony Mobile UK and a warranty repair can only happen if I courier the phone to the UK and pay for the courier back to SA. One of the major risks in this would be potentially being slammed with an import duty on the phone of 40% which would be about £240... even though I do not live here and will be taking the phone with me back to the UK in May...
In the end I had to courier it to London at £40 today my partner will now collect the phone and send it to my insurance company who will then either fix it or replace it.... my partner will then send the phone back to me at approximately £70.
Why am I telling you all this? Basically, don't let your phone break when you are on holiday... especially if you are on a long holiday like me, 5 months...
Sony's aftersales care is PATHETIC compared to Apple... I keep on asking myself, why did I do this? I knew it at the time and it was perhaps the single biggest thing putting me off leaving Apple... little did I know my phone would break just 3 months after getting it...and that a cracked screen in Xperialand means UNUSABLE screen... unlike my apple phone that had cracks in the screen for many moons before I bothered to fix it.
eclyptos said:
I think it's a unique case but just to be sure can you post some pictures?
Click to expand...
Click to collapse
It's not exactly a unique case. See here:
http://talk.sonymobile.com/t5/Xperi...a-self-cracking-screen-like-the-Z/td-p/401577
re
I have this issue as well, sent mine in today.. Not a single case, same issue as the Z...
HI all, unfortunately I had to send my S21 Ultra for warranty repair, in normal circumstances I would not bother writing a post, things can brake but what I have faced today is just shocking.
I have a contract with EE, they offered me that they might fix it, but if I want I can go with Samsung, and they even advised second option which is ok as Samsung knows how to fix their phones, right? Well, not really.
Issue with my phone was quite simple, buzzing vibration motor - hardware issue for sure, as when I pressed the back during vibration the buzzing noise stopped. Not sure what was wrong exactly, maybe faulty motor or something loose etc. It is not a case. I have described it as best as I could on Samsung chat and was happy when DPD collected parcel.
Now is the funny and most important part
In UK there is company called TMT First, and they fix them for Samsung(at least they have done it in my case).
Once they received the phone I received an e-mail with some details and information regarding phone Symptoms, exactly "Symptoms - ON/OFF".
Well... It was strange so I did quick chat with Samsung, and they have assured me that probably that's what engineers put as a description but I should be calm as they have information about vibrations, also they have an access to the chat we had regarding issues. Ok fair enough, maybe battery died before they received it. No problem.
Yesterday received e-mail with information that the phone is fixed, great! Hold down, in e-mail I could notice something similar "Symptoms - Power".
Again another quick chat etc. explanation that phone has been definitely fixed and engineers will not send it back without proper checks, they even provided phone number to contact that company directly, as it was after 5PM they have been closed.
So I rang them up this morning, and the lady said "We did software reset and that's it", I kindly asked what about original issue with vibration motor, has it been fixed/replaced - "vibration motor was not checked".
Seriously Samsung? You have huge company, we pay a lot of money and customer care looks like a rubbish!
I asked the lady, if they still have the phone is there any chance that engineer will check it again against buzzing vibrations etc. explained all again. She said he will, but after checking google reviews they always say that but they do not fix the phones.
Of course Samsung chat/phone customer service are unable to help as "phone will be fully tested before I get it", and if they not fix it I will have to go through that once again.
I came back to Samsung after 8 years, had issues with other devices etc, and never ever seen something like that.
Thankfully EE said if it's still broken after they send it back they will fix it, so keep in mind next time before you send your phone for warranty repair.
Well, well, these kind of things just happen every now and then. Maybe the people at TMT First are overwhelmed (who knows how many repair contracts they have and how many phones they get daily), maybe the engineer in charge had a bad day, there could be a lot of explanations.
The only thing you could and should do is get your phone fixed, give TMT First bad reviews on all relevant platforms and then report your bad experience to Samsung.
Good to hear that nothing has changed regarding Samsung UK warranty and after sales support, still rubbish.
My brother went to one of their Samsung service centers with an issue regarding shut downs. In a nutshell he received his repaired phone back with another defect. Basically after a long process they did nothing to help him. Samsung USA is similar, one just goes round in circles and nothing ever gets done.
Nowadays I usually buy from a reputable reseller and try to solve my issues with them directly.
I hate to say it, but I appreciate amazon's way of doing things (mostly replace or refund).
"Happy" to see that I am not the only one... But I would prefer to make a topic "Samsung UK warranty repair is very good" instead.
According to my case as the device is less than 6 months old I am going to contact EE today as they are the retailer, I have to find out who takes responsibility in this case as I will ask for phone replacement if the repair is unsuccessful. But probably I will have to go EE warranty repair first.
It is really sad, that we customers are treated like that. I thought Samsung is much more relevant in such things. I am not blaming them that something broke down. Those things happens, but for gods sake, we pay so much for those things and when we demand our rights they do not care.
I am going to report it on Samsung members as well - maybe we got much more people with similar issues.