Hi, I wanted to know if anyone else has faced a similar situation and how they managed to resolve it (and vent a little in the process) ?
Situation: Around 3 months ago, I bought a Samsung Flip 6 from O2. After just 2 months of use, and without any physical damage, the main display stopped working.
I contacted O2's hotline, and they asked me to raise a repair request through their repair partner (w-support). I did so, and they provided me with a DHL shipping label and asked me to send the phone to them. I packed the phone, which was completely undamaged, in very secure packaging (I have proof of this), and sent it off.
Two weeks later, they claimed the screen had a scratch and refused to repair it under warranty, asking for €350 to fix it. I asked w-support for proof that the phone arrived damaged, but they responded that since there was no external damage to the package, they didn’t document anything (how convenient). What's strange is that the scratch appears to have been made by a sharp tool because if it were damaged during transit, the scratch would likely have started from a corner, not right in the middle of the screen.
After receiving no meaningful support from w-support, I contacted O2’s hotline again for help. They provided me with an address to which I could send proof showing the phone was undamaged when I sent it, which I did via registered mail (and I have proof of that as well). It's now been over 2 weeks, and I’ve received no response.
Current status: I am now the owner of a "new" phone that will cost me an additional €350 to repair, and on top of that, O2 will continue reminding me of my mistake every month with EMI invoices. In hindsight, it would have been better to take the phone directly to Samsung for repair instead of relying on this shady repair company, which even Samsung seems unaware of as an authorized repair provider (I have a copy of my chat with Samsung support as proof).
