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Author 02 refusing to repair my c905
tomferriter
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Joined: Apr 29, 2010
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Posted: 2010-04-29 16:52
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Hi i have been with 02 for many years and currently on an 18month contract with 3months left.
My C905 screen recently broke by having a fuzzy pixalated screen for the second time and after waiting two week to hear from the repair center they finally rung to say that they wont be repairing it because i have damaged it and it was my fault that it stopped working. I have dropped it before but i've nevered thrown it against a wall or dropped it from a large height.

Do i have a leg to stand on?

Thanks Tom
fairen
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Joined: Aug 13, 2009
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Posted: 2010-04-30 02:04
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Hi, I think it would be best if you find out first what their warranty coverage is and if they cover accidental damage e.g. water damage or accidental drop. Until they provide an unequivocal reason for not accepting your phone for repair you have to get more info as to the problem. You can also try contacting SE for them as the phone manufacturer may offer to repair the phone for you or if no luck they'll be supporting O2's position. Know their warranty policy so you will have a solid ground to back up your demands if you are to question their decision. Good luck
newwave19
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Joined: Oct 25, 2005
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Posted: 2010-04-30 11:33
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I thought o2 only offered a 12 month waranty, the 2nd year would be with Sony Ericsson themselves.....ask for an engineers report. It seems like they're trying to say the screen is cracked, did you make sure it wasn't before sending it?
Lollylost100
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Joined: Oct 06, 2009
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Posted: 2010-04-30 12:08
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Send your phone to SE repair centre directly without going through all the O2 crap. You should include a proof of purchase with IMEI number on it.
tomferriter
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Posted: 2010-04-30 13:16
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Na 02 said they offer warrant for the whole contract so 18month. There sending me the phone back with the engineers report so should arrive today. There's no crack on the screen it just was all pixalated and going all fuzzy i wonder if something gets damaged on delivery they would know. ill update as soon as the phone arrives.
fairen
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Posted: 2010-05-04 02:11
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Great to hear that you are getting support from them. I hope everything turns out well and yeah please do update us on this.
tomferriter
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Posted: 2010-05-04 17:08
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OK phone arrived today. No detailed report like they said they would. Just simple letter explaining that it was broken down to damage caused by me and i could buy a new phone from their website if i was intrested. Funny that they phone was delivered in a simple box with no bubble wrap or protection surely from my postbox is a bigger drop than i would ever have done. Is their anyway they can prove that it was done by me and not damaged on delivery to them.
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