How to make an official complaint after servicing an iPhone?

[Anonymous]

As a camera in my iPhone 4s stopped focusing properly, I have decided to send the phone to the service through o2 store as is still in warranty period.

They checked everything and issued repair receipt. Next day I got text that this fault is not covered by warranty as there was liquid damage - corrosion inside. They quoted £119 for repair.

Firstly - this phone was never even close to the water. From my point of view they could do whatever they wanted to get additional money from me. There was no way that I could be sure that everything is absolutely ok with my phone during the servicing. When I left my phone in the o2 store they just put my phone under the counter - there was no any cover, bag or anything, just wrapped with the paper repair form. I saw one of the staff have his drink in the shop, so there is huge possibility that water damage (if any) could happened once in the o2 shop. It is important to know, that phone is absolutely fine and all performings are perfect - just the camera is not focussing, which I found very common problem to this model.

Finally, as I refused the quote, they decided  to send the phone back to the store with adnotation that  repair is Beyond Economic and I will not be able to use this phone, so I should buy another one or use Insurance. 

I dont think that camera replacement is beyond economic if everything else is absolutely perfect. 

I asked for full repair report which I get and would like to find out where to look for legal advice, as o2 should provide such information in case that I disagree with the outcome.

Its looks like "water damage" is o2 favorite quotation as is very difficult to prove it and very easy to create, if somebody wanted to. 

Is that typical acting of the o2 service to ripp people off? 

[jonsie · Accepted solution]

There have been problems in the past with O2's repairers fond of quoting 'water damage'.

(do na search in the box at the top for Anovo)

Best advice is to get the phone back take it to your nearest Apple store even if it's a an hour or so drive.

I seriously advise anyone who owns an iphone within the warranty period to by-pass O2 and go straight to Apple, even post it off if you have to. Customer service second to none and a replacement on the spot if the phone is faulty.

[Liquid]

Check the water damage indicator inside the docking port and headphone jack. If damaged they are red.

I was told water damage a while ago refused the fix took recipt of the phone suprise suprise all pads were white!

Took it to O2 again showed the assistant made him sign a recipt saying water pad indicators were free from colour change. 2 days later £20 to fix the phone:)

[perksie]

You have to wonder is this is a wrinkle for Anono when they're busy?

[Liquid]

I hate to say it but I think it might be a good money maker.

[jonsie]

Christmas bonuses all round.

[Anonymous]

I sent my six month old phone for repair six weeks ago , as the screen rotates no matter what , and it only answers on loudspeaker , the answer I got was Water Damage, its never got wet , the store assistant witnessed the faults ,I was told £85 to fix it £13 to recycle.

I had the phone returned , and have just carried on using it , however last week it started blocking people !! and also putting me on do not disturb , the shop sent it off again ,O2 rang me and said there is nothing wrong with the phone it works perfectly!!!

It has now apparently been sent to be quality checked

I am at my wits end with o2 , and I shall definetly be making a complaint

[MI5]

Just take it back to Apple.
Book an appointment in store and if it's faulty they will replace it.

[Cleoriff]

This thread is nearly 3 years old.....It may have been better to start a new one? #justsaying

[jonsie]

As you have found, sending a phone to o2 for repair is a lottery. Deal with Apple, it's worth a long round trip, faulty phone replaced no quibble.