O2 24 month contract - 5 months in Samsung phone fault. - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HUKD, you accept our cookie and privacy policy.
Get the HUKD app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit

O2 24 month contract - 5 months in Samsung phone fault.

£0.00 @ O2
Hi guys. My partner has a Samsung phone that developed a fault with the charging socket overnight. Yes it is bizarre & has not been abused. I normally put it on charge as the house plugs are near …
YouDontWantToKnow Avatar
1m, 6d agoPosted 1 month, 6 days ago
Hi guys.

My partner has a Samsung phone that developed a fault with the charging socket overnight. Yes it is bizarre & has not been abused. I normally put it on charge as the house plugs are near where I sit. The charger is inserted straight & removed straight.

As of 2 days ago you have to force the charger into the phone that will now not enter 100% & move it to the side slightly for it to charge.

Anyone know the consumer rights to return the phone as faulty?

Thanks in advance.
Other Links From O2:
YouDontWantToKnow Avatar
1m, 6d agoPosted 1 month, 6 days ago
Options
Best Answer
Have a look inside the port. Is it damaged? compare it to the other phone. Most of the time when I receive phones that do not charge or cable cant connect in is due to "fluff" i just clean it out with a plastic toothpick ( not metal tool so I wont damage the inside). Here is a youtube video that may help.

All Responses

(26) Jump to unreadPost an answer
Responses/page:
#1
I know it might sound like a daft reply (awake due to kid being sick etc etc) but have you tried using a different wire?

I had a similar issue with my phone and found that the wire was actually damaged and I'd assumed it was my phone!
#2
germainsophie
I know it might sound like a daft reply (awake due to kid being sick etc etc) but have you tried using a different wire?
I had a similar issue with my phone and found that the wire was actually damaged and I'd assumed it was my phone!

Thanks for the reply.

We both have Samsung phones & the charger is normal on my S5
#3
Just pop into the o2 store or your local Samsung store. Charge ports do tend to fault at times, my old s3 broke.
#4
YouDontWantToKnow
Anyone know the consumer rights to return the phone as faulty?
5 months is typically beyond the return period; far more likely to be a repair - assuming o2 accept manufacturing / hardware fault. o2 can be decent for goodwill though.
#5
You have 2 years warranty with Samsung just send to Cambridge official Samsung Servicenter they fix or replace for free no need to send receipt
#6
00deals4life
You have 2 years warranty with Samsung just send to Cambridge official Samsung Servicenter they fix or replace for free no need to send receipt


I'm guessing neither of you have used Samsung repair before?

Op - if you do send it to Samsung, prepare to be without a phone for a month or more, while they are "waiting for parts"
#7
I'd suggest taking it back to your retailer (this is who you have the contract with). It's less than 6 months so that works in your favour (they have to prove not a manufacturing defect). Be assertive as if there has been no foul play on your part it should be fixed foc with no quibble. Don't let anyone at store try fob you off, ask for manager. As previously posted, due to a recent experience I would not recommend Samsung direct. Appalling communication and sent back phone that had just failed with a quote for £100. Flagship phone failed in less than 12 months. Samsung claimed it had been damaged even though it was mint. Retailer sorted without issue within 5 days! CPW and Geeksquad. Those I can recommend. Turns out the main board had failed!
#8
My wife had a recent experience of where her phone died about 13 months into a 24 months contract.

It was a LG phone on o2 bought via Carphone Warehouse.

Spoke to both LG and o2. LG didn't want to know. o2 said they would fix it over the phone, my wife took it to the shop she had phoned and they said no they wouldn't do anything.

She then took it to Carphone Warehouse who arranged the repair for free and she got it back about a week later. Required the main board replacing.

So my suggestion would be to contact the retailer you bought it from first.

Edited By: mike_6480 on Jan 22, 2017 08:36
#9
Have a look inside the port. Is it damaged? compare it to the other phone. Most of the time when I receive phones that do not charge or cable cant connect in is due to "fluff" i just clean it out with a plastic toothpick ( not metal tool so I wont damage the inside). Here is a youtube video that may help.
#10
Despite what people say here you've got next to no chance of them just replacing it for free, even if you do make a stand and stress yourself out in the process. At a push they might offer you a temporary phone while that phone is in repair - I'm not sure what their policy is these days. If you try going down the line of 'this phone is under 6m old, it must have been faulty when I bought it - I demand a new one' they'll just tell you that you paid for the contract and the phone was a 'free' part of it. A lot of networks even claim ownership of the phone within the first six months anyway, so that would pretty much nuke any possibility of them handing over a new one.

At the end of the day, things break. Hopefully it gets sorted quickly though.
#12
00deals4life
You have 2 years warranty with Samsung just send to Cambridge official Samsung Servicenter they fix or replace for free no need to send receipt

They refused to repair my faulty battery due to a small scuff on the phone, any kind of physical damage to the phone voids the phones warranty apparently
#13
Use a strong light to have a look inside the connector, you'll likely find paper tissue, chocholate wrapper, pocket dust or something similar obstructing the socket. Being an S5, it might be that part of the waterproof socket protector ripped off and is jammed there. Use a toothbrush to remove the small stuff, or something non-conductive to get out the large bits. If it's stuck for good, switch it off, get the battery out, and use plyers to CAREFULLY remove the obstruction.

B scenario is a damaged connector, which would be user error, and not covered by the warranty. You mentioned you forced the connector - You should never ever do that, it can brake it. If you can take a good macro photo of the charging connector, I will be able to help more.
#14
ryanbower94
00deals4life
You have 2 years warranty with Samsung just send to Cambridge official Samsung Servicenter they fix or replace for free no need to send receipt
They refused to repair my faulty battery due to a small scuff on the phone, any kind of physical damage to the phone voids the phones warranty apparently
It takes more than a scuff for the warranty to be refused: You might not realize, but probably there was a crack in the casing or the glass, which does imply a strong impact, which might cause microscopic cracks in the soldiering or inside the PCB. Also, batteries come under different warranty, than the handset itself, they are covered for 6 months, which makes sense considering how much they degrade.

Of course, mistakes might have been made, I'm just setting the record straight.

Edited By: alien_ on Jan 22, 2017 10:39
#15
Buy an air can from ebay to spray in the charging port takes out all the scuffs away
#16
misterleoni
Despite what people say here you've got next to no chance of them just replacing it for free, even if you do make a stand and stress yourself out in the process. At a push they might offer you a temporary phone while that phone is in repair - I'm not sure what their policy is these days. If you try going down the line of 'this phone is under 6m old, it must have been faulty when I bought it - I demand a new one' they'll just tell you that you paid for the contract and the phone was a 'free' part of it. A lot of networks even claim ownership of the phone within the first six months anyway, so that would pretty much nuke any possibility of them handing over a new one.
At the end of the day, things break. Hopefully it gets sorted quickly though.

You're not automatically entitled to a replacement if the phone is under 6 months old, although you normally are if you've had it for less than 30 days. Between 30 days and 6 months the retailer can choose whether to offer a repair, a replacement or a refund. If a repair fails or the replacement is faulty you are then entitled to a refund.

I realise that if the phone is part of a contract it's not as straightforward as it is if the handset was bought outright though.
#17
take good quality photos of the phone and zoomed in of the port incase u get a numpty at the phone store trying say u have abused the phone also take a phot of the water sensor.to show it hasn't been in water. I'm just saying as some one on here said the phone shop took there phone in for repairs and after a few attempts they started to say the phone had been liquid damaged by the person. anyway take it back to o2 shop if u got it from there and tell them what the issue is hopefully they should get it fixed quite quickly the ports some time get damaged due to moisture levels I some people's houses I assume as I haven't really had a issue like this one any phone less than 2 years old where as some other people have I think the charging port corrodes from inside that causes this issue.
#18
Read the sale of goods act then quote it, namely the part that if an item has a fault in the first 6 months, the seller has to prove it wasn't faulty at the time of sale, you don't have to prove anything.
#19
PKRichie
Read the sale of goods act then quote it, namely the part that if an item has a fault in the first 6 months, the seller has to prove it wasn't faulty at the time of sale, you don't have to prove anything.


I think the point made earlier is that they have the right to repair the device and there is no statutory right to a replacement at this stage.
#20
misterleoni
I think the point made earlier is that they have the right to repair the device and there is no statutory right to a replacement at this stage.
He does, he has a right to a brand new replacement or refund.
Anything you buy in the UK has to be fit for the purpose it was designed for, If he can't charge the phone then he can't use it, under 6 months old and the seller has to prove it wasn't faulty at the time of sale, after that then the buyer has to prove it.
#21
PKRichie
misterleoni
I think the point made earlier is that they have the right to repair the device and there is no statutory right to a replacement at this stage.
He does, he has a right to a brand new replacement or refund.
Anything you buy in the UK has to be fit for the purpose it was designed for, If he can't charge the phone then he can't use it, under 6 months old and the seller has to prove it wasn't faulty at the time of sale, after that then the buyer has to prove it.

If the seller accepts that the item was faulty at the point of sale, that doesn't mean you are automatically entitled to a refund, unless you have had the phone for 30 days or less. The retailer can instead choose to repair or replace it.

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act


Look at the part under the heading 'repair or replace'. The retailer is allowed one opportunity to repair or replace, after which you are then entitled to a refund. Some retailers may agree to a refund without attempting to repair or replace the product, but they don't have to.

I wish I'd done my homework on this 6 months ago. I made the mistake of allowing Motorola to attempt (allegedly) to repair my Moto G4 twice. Unsuccessfully. After which they offered me a reconditioned phone. Which I refused. After which they offered me a new phone. Which I have not agreed to as, after the second repair I had done my research and realised I was legally entitled to a refund.

I have now reached deadlock with Motorola and have made a Section 75 claim on my credit card and reported Motorola to Trading Standards.

The issue is more complicated if the handset is part of an airtime contract. One of the reasons why I buy my phones outright.
#22
noelphobic
The retailer can instead choose to repair or replace it.
It's the consumer who decides the course of action, don't let a retailer force a repair if you don't want that done.

If you take longer than 30 days to return the item, you'll have to choose between a repair or a replacement. The retailer can veto either though if it's impossible to carry out a repair or the cost of a replacement is much higher than that of a repair.

If the item is still dodgy after just one attempt at a repair or replacement, the repair or replacement isn’t possible or it hasn’t been carried out quickly enough you’re then entitled to ask for a refund - this could be the full amount within the first six months, or otherwise is likely to be a partial refund.
#23
PKRichie
noelphobic
The retailer can instead choose to repair or replace it.
It's the consumer who decides the course of action, don't let a retailer force a repair if you don't want that done.
If you take longer than 30 days to return the item, you'll have to choose between a repair or a replacement. The retailer can veto either though if it's impossible to carry out a repair or the cost of a replacement is much higher than that of a repair.
If the item is still dodgy after just one attempt at a repair or replacement, the repair or replacement isn’t possible or it hasn’t been carried out quickly enough you’re then entitled to ask for a refund - this could be the full amount within the first six months, or otherwise is likely to be a partial refund.

You're pretty much repeating what I said, apart from the fact that, in the first instance, the retailer gets the choice of whether to repair, replace or refund, unless you've had the item for less than 30 days.

'You can ask the retailer to repair or replace faulty goods but it can normally choose whichever would be cheapest or easiest for it to do'

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

2nd paragraph under heading 'repair or replace'.
#24
Your contract is with 02 and NOT with Samsung. Your first point of contact must be with the retailer who sold you the phone.
#25
PKRichie
misterleoni
I think the point made earlier is that they have the right to repair the device and there is no statutory right to a replacement at this stage.
He does, he has a right to a brand new replacement or refund.
Anything you buy in the UK has to be fit for the purpose it was designed for, If he can't charge the phone then he can't use it, under 6 months old and the seller has to prove it wasn't faulty at the time of sale, after that then the buyer has to prove it.


Looks like I wasn't wrong...

Either way this is complicated by the fact that O2 *might* still own the phone as part of the terms and conditions of the contract - E.G. EE expressly states that they own your contract device for the first six months - evidently to get around people coming not stores and kicking off because they think they can walk out with a new phone.
#26
Blastin
Have a look inside the port. Is it damaged? compare it to the other phone. Most of the time when I receive phones that do not charge or cable cant connect in is due to "fluff" i just clean it out with a plastic toothpick ( not metal tool so I wont damage the inside). Here is a youtube video that may help.

Correct answer in this case. It couldnt be seen with a torch as it was jet black. Took it into carphone warehouse & it turned out to be a piece of astroturf from the boys boots.

All removed for free. Top marks to carphone warehouse!

Post an Answer

You don't need an account to leave a response. Just enter your email address. We'll keep it private.

...OR log in with your social account

...OR comment using your social account

Looking for Twitter login?
Thanks for your comment! Keep it up!
We just need to have a quick look and it will be live soon.
The community is happy to hear your opinion! Keep contributing!