Phone warranty repair
Discussion
I've got an LG G4 with screen burn issues - when you look at a high contrast image for a while (eg. white browser with black text) and then look at something dark, you can see a red faded image of the previous screen burned in for about 20 minutes.
I demonstrated this to the guy at the EE shop who took my phone and described the fault on his repair form. And I explained to the repair centre how to replicate it when they called me - they seemed happy with my explanation.
Phone has just arrived back at the shop unrepaired as they "couldn't replicate the fault". But... it's really obvious! I don't know how they failed to see it.
It was under warranty when I first handed it in, but warranty expired while it was with the repair centre. I'm reluctant to take it away from the shop as they may refuse a "new" warranty claim.
What should I do?
I demonstrated this to the guy at the EE shop who took my phone and described the fault on his repair form. And I explained to the repair centre how to replicate it when they called me - they seemed happy with my explanation.
Phone has just arrived back at the shop unrepaired as they "couldn't replicate the fault". But... it's really obvious! I don't know how they failed to see it.
It was under warranty when I first handed it in, but warranty expired while it was with the repair centre. I'm reluctant to take it away from the shop as they may refuse a "new" warranty claim.
What should I do?
mgv8 said:
Not really. The LG G4 can be switched off for hours, then turned on and a browser opened for 60 seconds, and the image will then be burned in for 20 minutes.If I view one web page for a minute, then a different page for another minute, both pages will be burned on the screen for 20 minutes.
My screen is set to turn off after 30 seconds... It's not like I have it showing the same image for hours at a time.
Persist with EE. Demonstrate the fault in-store and then tell them you're not accepting it back as it's a very easy-to-replicate fault.
I wish you luck - my HTC developed a screen fault, EE didn't want to know and directed me straight to HTC (my mistake - should have persisted with EE). It was repaired under warranty by HTC (eventually - different story), but was returned with sh'te battery performance*. Returned to them (still under warranty), to be told 'cannot replicate', despite me giving them a VERY clear description of the issue. Argued the toss, got it sent off again (now out of warranty), to be told it was out of warranty and I'd need to pay...
Didn't get anywhere with EE or HTC after that, now have a different phone (at my expense!
), and a different provider!
* I've since worked out that it's either a software issue or an internal wiring (grounding?) issue, as it's draining the battery even when on what you'd consider a standby mode - leave it on but untouched overnight and it'll die within hours, whereas it used to use ~10% of battery power in the same circumstances. But as HTC don't care and I'm not an electrical engineer, I now have a very pretty paperweight...
I wish you luck - my HTC developed a screen fault, EE didn't want to know and directed me straight to HTC (my mistake - should have persisted with EE). It was repaired under warranty by HTC (eventually - different story), but was returned with sh'te battery performance*. Returned to them (still under warranty), to be told 'cannot replicate', despite me giving them a VERY clear description of the issue. Argued the toss, got it sent off again (now out of warranty), to be told it was out of warranty and I'd need to pay...
Didn't get anywhere with EE or HTC after that, now have a different phone (at my expense!
), and a different provider!* I've since worked out that it's either a software issue or an internal wiring (grounding?) issue, as it's draining the battery even when on what you'd consider a standby mode - leave it on but untouched overnight and it'll die within hours, whereas it used to use ~10% of battery power in the same circumstances. But as HTC don't care and I'm not an electrical engineer, I now have a very pretty paperweight...
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