My wife took out an O2 contract in January, with a Nokia Lumia 820 as part of the deal.

Over the weekend, the screen started growing darker until she was unable to see anything.

She did not take out additional insurance.

She took the phone back to O2 for repair under warranty and they have told her it will cost her £125.00 to get it repaired. There is a crack on the inside of the screen and external signs of wear on the phone. (It has been dropped a couple of times)

Have we got to take a deep breath and pay up, or are there steps we should be taking to get this repaired under warranty.

If it has obvious signs of being dropped then I doubt you'll get a warranty repair. I had to take my Blackberry back to Orange for a screen fault and they were very careful to examine the phone for signs of damage before agreeing to send for repair (never been dropped in its life). I know it's small and portable and accidents will happen, but they still consider dropping it as "misuse" which voids any warranty


Paul

For a lot less than 125 you can get a decent chinese build phone instead. Other than wanting a cover because the cheap Android phones don't have gorilla glass so can scratch more easily there's not a vast difference with many of the branded devices.

So if you like it I guess you need to pay up, but you may want to do some shopping. Modern phones btw contain interesting internals including heat/water sensitive labels and sometimes shock sensor labels because they get so many fradulent warranty returns.

Alan

Assuming it's in decent condition, quote the Sale of Goods Act to them, seeing as it's only around 6 months old (hopefully not quite to that point yet), and point out it's evidently not of merchantable quality.

No doubt some of out trader members can give other pointers too.  I had a similar issue, but with an older phone, and got a full replacement.

Mike

Quote from: MikeDunn on July 13, 2013, 11:35:53 AM
Assuming it's in decent condition, quote the Sale of Goods Act to them, seeing as it's only around 6 months old (hopefully not quite to that point yet), and point out it's evidently not of merchantable quality.

If you read back earlier Bob says it's been dropped a few times. Thats not usually a 'merchantable quality' issue for a phone unless its been sold for example as military spec or drop-proof rugged etc...

<looks back up> oh, missed that

Back-in-the-day when I was a Nokia design engineer we unofficially dropped tested them down a 3 storey stair well most prototypes continued to work

Another 'test' included baking in a car in the mid-day Florida sun - phone was too hot too handle, but poking the keys with a pen enabled a successful call

Those were the days!

Michael