Phone repair issues - What are my options?
Discussion
Hi guys,
Need a little help with an issue I am currently having. I got a new phone on contract with O2 on the 9th of august (Its a Huawei P9). All was good but after a week a crack appeared in the screen and over the course of that day got worse and ended up with 4 large cracks going across the screen. Touch panel still worked so was just the glass. Tried to take it to the local pone shops to get the screen replaced but no joy as they don't do that for Huawei (first alarm bell)
Anyway, decided to call up Huawei and find out who could repair it. The helpful guy on the phone says that if I register with their VIP scheme for free via the phone then I get 3 months screen cover and it will be repaired free of charge. Great I think so I sign up and they send me a bag to put the phone in with a form to complete and also request proof of purchase. I follow all the instructions about clearing phone, fill out the form, staple a copy of proof of purchase to said form and wrap around phone and secure with an elastic band. Phone is then put in their packaging and sent off. I am told by guy at Huawei it will be 8-10 days.
Phone arrives at SBE Ltd (big alarm bell after google search) on the 22nd and am able to see on their tracking site that it is with engineer. Great I think. On the 30th the site is updated to say the phone is quarantined for more client details. Odd I think so I try to call SBE. After 30 minutes In a queue I have to give up as lunch break is over. Try again on the 31st and after another 25 minutes in a queue I get through. Guy on the phone says its due to lack of proof of purchase? Odd I think due to it taking that long and also the fact that it was attached to the form and phone. Anyway, I email across another copy and on the 2nd of September the site is updated to say 'Awaiting component'. It is still saying this today which is strange be that they are supposed to be the official repairer and I can get a screen tomorrow from Amazon as just a normal consumer.
Called Huawei yesterday to be told all technicians are busy and they took my details and would call me back. I called again this morning after no call from them and again told all technicians are busy ( called the complaint line so not sure why I need to speak to a technician?). I then explained everything to the person on the phone and have been told to wait a call back again, not holding my breathe on that one!
Sorry for the long post but trying to work out if I am within my rights to ask for either my repaired phone back in a fixed time scale (being that we are quite a way past their time estimate with no end in sight), a replacement phone or the cost of paying off the phone part on my O2 contract and then just getting another phone from them?
Many thanks
Marc
Need a little help with an issue I am currently having. I got a new phone on contract with O2 on the 9th of august (Its a Huawei P9). All was good but after a week a crack appeared in the screen and over the course of that day got worse and ended up with 4 large cracks going across the screen. Touch panel still worked so was just the glass. Tried to take it to the local pone shops to get the screen replaced but no joy as they don't do that for Huawei (first alarm bell)
Anyway, decided to call up Huawei and find out who could repair it. The helpful guy on the phone says that if I register with their VIP scheme for free via the phone then I get 3 months screen cover and it will be repaired free of charge. Great I think so I sign up and they send me a bag to put the phone in with a form to complete and also request proof of purchase. I follow all the instructions about clearing phone, fill out the form, staple a copy of proof of purchase to said form and wrap around phone and secure with an elastic band. Phone is then put in their packaging and sent off. I am told by guy at Huawei it will be 8-10 days.
Phone arrives at SBE Ltd (big alarm bell after google search) on the 22nd and am able to see on their tracking site that it is with engineer. Great I think. On the 30th the site is updated to say the phone is quarantined for more client details. Odd I think so I try to call SBE. After 30 minutes In a queue I have to give up as lunch break is over. Try again on the 31st and after another 25 minutes in a queue I get through. Guy on the phone says its due to lack of proof of purchase? Odd I think due to it taking that long and also the fact that it was attached to the form and phone. Anyway, I email across another copy and on the 2nd of September the site is updated to say 'Awaiting component'. It is still saying this today which is strange be that they are supposed to be the official repairer and I can get a screen tomorrow from Amazon as just a normal consumer.
Called Huawei yesterday to be told all technicians are busy and they took my details and would call me back. I called again this morning after no call from them and again told all technicians are busy ( called the complaint line so not sure why I need to speak to a technician?). I then explained everything to the person on the phone and have been told to wait a call back again, not holding my breathe on that one!
Sorry for the long post but trying to work out if I am within my rights to ask for either my repaired phone back in a fixed time scale (being that we are quite a way past their time estimate with no end in sight), a replacement phone or the cost of paying off the phone part on my O2 contract and then just getting another phone from them?
Many thanks
Marc
Sorry, missed that bit. Did go in to the O2 shop and they said they would have to send the phone away and it would be about £120 as I couldn't prove I didn't break it although im not sure how I could ever prove that. So I then looked about to see who else could repair it and that's when I got in touch with Huawei and they said it would be covered under their VIP warranty.
bad company said:
O2 advised you badly, how could you prove you hadn't broken it? That's not possible to prove or disprove.
True but it's a fairly reasonable assumption that it's been broken rather than just spontaneously cracking, 99% of broken screens will be as a result of dropping or some kind of impact.I wouldn't have expected O2 to be covering this for free.
BBSparky said:
I am told by guy at Huawei it will be 8-10 days.
Anyway, I email across another copy and on the 2nd of September the site is updated to say 'Awaiting component'.
...(being that we are quite a way past their time estimate
8-10 days will be 8-10 working days, not elapsed. And that will be deemed to have started from the 2nd, if it was held up for lack of information (for whatever reason that might be) before that.Anyway, I email across another copy and on the 2nd of September the site is updated to say 'Awaiting component'.
...(being that we are quite a way past their time estimate
So 10 working days from 2nd is Monday the week after next. Even then, you'll find that was an estimate, not a promise, of the repair duration.
I had an issue with a 6 month old Sony Z2 phone where the charging socket just fell out (a known fault fault with the Z2) I sent it back to Sony and they took a month to decide it was not a warranty claim, they stated "unless the part had already fallen off when you opened the box it is wear and tear". I then returned it to Argos who simply refunded the money and where apologetic. The moral is go back through the retailer in your case 02
Thanks guys. Seems like I am just going to have to keep chasing and wait it out then. Annoyed that SBE can just lie about lack of details in order to up the time though. Will keep pushing Huawei as technically I believe my point of contact is them as they sent me the packaging and its their VIP program that SBE are repairing it under. (oh and SBE don't answer the phone! 
)
)I had a similar problem with a phone I got on an EE contract.
Basically when I sent it off for repair I was told that although I was in warranty time wise (The phone was 11 months old)it would be classed as "Out of Warranty" because the "engineer" said that the fault was because I must have dropped it/left it in a fridge/left it in an oven/let my pet giraffe eat it etc etc.....
I was given the runaround between EE.....the phone repairer who claimed to be separate from EE........and Sony.
In the end I stayed with EE Customer Services and tried the "My contract is with you for a phone and a network so please don't refer me to anyone else who you say is responsible"
I won't say it worked.....because it didn't really but at least I got some money from EE Customer Services towards a new/replacement phone.
By the way, doing this on the phone was next to useless.........I only got a half decent response when I put the complaint in writing and emailed it to them.
Basically when I sent it off for repair I was told that although I was in warranty time wise (The phone was 11 months old)it would be classed as "Out of Warranty" because the "engineer" said that the fault was because I must have dropped it/left it in a fridge/left it in an oven/let my pet giraffe eat it etc etc.....
I was given the runaround between EE.....the phone repairer who claimed to be separate from EE........and Sony.
In the end I stayed with EE Customer Services and tried the "My contract is with you for a phone and a network so please don't refer me to anyone else who you say is responsible"
I won't say it worked.....because it didn't really but at least I got some money from EE Customer Services towards a new/replacement phone.
By the way, doing this on the phone was next to useless.........I only got a half decent response when I put the complaint in writing and emailed it to them.
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