Device defective? Everything you need to know about warranty and repairs

Your smartphone suddenly stops working, the display stays black or your device keeps crashing? Before sending it off for repair, there are a few important things you should know.

In this guide, we explain where to arrange a repair, when a device can be repaired under warranty, which cases are excluded, what information you need and—most importantly—how to protect your personal data beforehand.

How can I arrange a repair?

If you purchased your device from O₂ you have several options for arranging a repair.

You can:

• visit one of our O₂ shops,
• contact our O₂ Customer Service, or
• submit a repair request online via our repair partner

Repair registration & status tracking

On our website, you can register your repair order (Reparaturerfassung) online. Once your device has been submitted, you can also use the same website to track the current status of your repair (Statusverfolgung).

What if I didn't buy my device from o2?

If you purchased your device from another retailer, please contact the manufacturer directly regarding warranty and repair options.

The repair process and warranty conditions may differ depending on the manufacturer and where the device was purchased.

When is the repair free of charge?

If you purchased your device from O₂ and the defect is covered by the applicable statutory warranty, the repair will be carried out free of charge.

Please note that not every defect is automatically covered. Damage caused by accidents, improper handling, moisture, overvoltage or unauthorized modifications, for example, may be excluded.

Is your device covered by warranty?

If you purchased your device from O₂, a defective device can generally be submitted for repair as long as the applicable legal warranty requirements are met.

However, not every defect is automatically covered.

Warranty does not apply in the following cases:

• The device was not purchased from O₂
• The applicable warranty period has expired. The information provided by O₂ specifies 24 months from delivery for devices generally, with 12 months from delivery for Apple devices respectively.
• The device was damaged through improper handling.
• The instructions in the user manual were not followed.
• The defect was caused by the customer or another person.
• The device suffered moisture/liquid or overvoltage damage.
• The device was opened or repaired by an unauthorized service partner.
• The device was opened or modified by the customer.
• The operating system was manipulated and this caused the defect—for example through rooting or jailbreaking.

Warranty vs. statutory warranty

One important detail: manufacturer's warranty and statutory warranty are not necessarily the same thing.

For example, a manufacturer's warranty can have a different duration and different conditions from the statutory warranty. The exact rights can also depend on when and where the device was purchased.

So if your device is older than 12 months, it does not automatically mean that you have no rights at all. The exact circumstances of the defect and the applicable warranty or statutory warranty need to be considered.

What if the defect isn't covered?

A device can still be sent in for repair even if the case does not qualify for warranty coverage.

In this situation, the repair is carried out at your own expense.

Depending on the situation, you can also choose to:

• have the device returned to you without repair. You will have to pay the applicable shipping costs.
• have the device disposed of instead of repaired.

This can be particularly relevant if the repair costs are high compared with the current value of the device.

What information do you need for a repair?

To make the process as smooth as possible, have the following information available:

• Your mobile phone number
• A copy of your invoice or delivery note
• The device's IMEI number
• The exact device model
• A short description of the problem
• Your address
• Your email address
• An alternative telephone number in case you need to be contacted with questions

Where can I find my IMEI?

On most smartphones, you can display the IMEI by entering:

*#06#

You can usually also find it in your device settings or on the original packaging.

If your smartphone has two SIM slots, it may display two IMEI numbers.

Before sending your device: protect your data!

This is one of the most important steps before a repair.

Please make a backup of your personal data before handing in or sending your device.

Many repair procedures can result in data being deleted or the device being reset to factory settings.

This may affect:

• Photos and videos
• Contacts
• Calendar entries
• SMS and MMS
• Documents
• App data
• Other personal files

For security reasons, we recommend removing personal information from the device wherever possible.

If your device allows it, also remove your SIM card and memory card before sending it in, unless the repair instructions specifically tell you to leave them in.

A good rule of thumb:

If you cannot afford to lose it, make a backup before the repair.

Does your device really need a repair?

Not every problem means that your smartphone needs to be sent away.

Before arranging a repair, try a few simple troubleshooting steps.

1. Restart your device

A simple restart can resolve temporary software problems, frozen applications and other minor issues.

2. Check the SIM and memory card

If your device has a removable SIM or memory card, switch the device off and remove it.

Clean the contacts carefully with a dry cloth and then reinsert the card.

3. Check for software updates

If your device is malfunctioning, check whether a software update is available.

An update may resolve known software problems and improve system stability.

4. Factory reset

If a software problem persists, a factory reset may help.

Important: A factory reset deletes data stored on the device. Always create a backup first.

How can you keep your device working for longer?

A little prevention can help avoid many problems.

💧 Keep moisture away

Protect your device from humidity and liquids.

Even if a smartphone has an IP rating or is advertised as water-resistant, this does not mean that it is completely waterproof.

Avoid using the device with wet hands whenever possible.

🧽 Clean it carefully

Use a soft, slightly damp cloth to clean your device.

Do not allow liquid to enter charging ports, speakers, microphones or other openings.

🌡️ Avoid extreme temperatures

Do not expose your smartphone to extreme heat or cold for prolonged periods.

For example, avoid leaving it in a hot car in summer or exposed to freezing temperatures for an extended time.

📦 Protect it from impacts

Drops, strong vibrations and shocks can damage displays and internal components.

A suitable protective case and screen protector can reduce the risk of accidental damage.

🔌 Use suitable accessories

Use original or manufacturer-approved chargers, cables and other accessories whenever possible.

📖 Follow the manual

The manufacturer's instructions contain important information about charging, cleaning, storage and correct use of your device.

Your repair checklist

Before sending your device to us, check the following:

☐ Have you backed up your personal data?
☐ Have you removed sensitive personal information?
☐ Do you have your invoice or delivery note?
☐ Do you know your IMEI number?
☐ Do you know the exact device model?
☐ Have you written down a short description of the defect?
☐ Have you checked whether a restart or software update solves the problem?
☐ Have you removed your SIM/memory card if appropriate?

Once these points are taken care of, you're ready to start the repair process.

Still have questions?

Is your device defective and you're not sure whether it is covered by warranty? Or have you already sent your device in for repair and want to exchange experiences with other users?

Then head over to the English O₂ Community and start a discussion.