Phone defective within 2 months of use and now w-support asking for money to fix it.
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).
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I can tell you, we as w-support are an official Samsung repair Center since many, many years and i can tell, we can only repair, what Samsung allows to repair for guarantee. its not our desicion in the end. What happended to your mobile? Whats wrong with it? If we make a cost estimate, we proof the damage with a photo. And if its your fault, than you have to pay for your mistakes. But if not, we do it on samsungs costs.
Edit: if the damage was already as O2 sended it to you, than they are responsable for the service.
@Libertas You don't need to convince me (perhaps you should share this information with Samsung so they can update their support staff). I'm simply sharing what Samsung support told me in response to my queries. Here's the response I received from Samsung support when I asked about W-Support:
"Leider habe ich keine Informationen zu diesem Service Shop. Dieser ist auch nicht auf unserer Webseite aufgeführt."
I understand that you can only repair devices under Samsung warranty, and since I sent my undamaged device with a valid warranty, this should have been resolved easily—at least, that’s what I thought.
Regarding the proof of damage, which now 100% voids the warranty, W-Support only shared an image of the phone with a scratch and conveniently placed all the blame on me. How do I know the scratch wasn’t caused by one of their staff? I have a full video recording of myself packing the phone without a scratch. Can they provide similar evidence?
Since I mentioned the device worked for two months, that suggests I received it in working condition.
As I’ve already had several conversations with W-Support and don't see a resolution happening, I certainly don’t want to go through this here again.
I'm genuinely looking for a solution. If anyone can help, please let me know.
Edit: Given the level of support I am receiving from O2 now, it seems that buying from them was also a mistake (damn these discount traps).
Hello @mkp007,
welcome to our o2 Community
I understand how you are upset if your new Samsung Flip 6 had a display which stopped working and then it could not be repaired on warranty as w-support reported that it had a scratch on the display.
Did you in the meantime get an answer after you had sent your proof that you had sent it for repaired without a scratch?
Best Regards,
Gerrit
Hi @o2_Gerrit,
w-support reported that it had a scratch on the display
I wouldn't say they just reported it. I received my device some time ago, and I was furious when I saw the scratch. Someone at w-support took their time with a sharp tool to make a deep scratch in the middle of the screen. No one would believe it happened during transit, and I have proof that I sent it in perfect condition. So, I have no one to blame but them. If O2 is truly concerned about their customers, they should investigate this further with w-support. I'm pretty sure I'm not the first victim.
Sorry for digressing, coming back to your question:
Did you in the meantime get an answer after you had sent your proof that you had sent it for repaired without a scratch?
Sadly, no. It's been nearly a month, and I haven't even received an acknowledgment, let alone a request for the video proof to investigate further. I'm pretty sure the mail is just sitting somewhere, untouched. I sent it by registered mail, so I know it reached the destination.
Hello @mkp007,
I could take a look and as of now no e-Mail is shown in your data, which means it has not been placed there yet.
I advise you to sent your reclamation also via our contact form, it is closer watched than e-Mails:
Best Regards,
Gerrit
@o2_Gerrit I did not send an email. Following the suggestion of the O2 English support hotline agent, I mailed the application (a hard copy, along with screenshots from the video and the photo shared by the repair company, etc.) via Deutsche Post to the following address:
Are you suggesting that I should also raise the request using the contact form?
Hello @mkp007,
yes, the contact form would be a better way, as a letter to the Auskunftstelle or Equiry office is only for request for information regarding our credit check for orders
Best Regards,
Gerrit
@o2_Gerrit I just submitted the details but didn’t receive and ack no. to share. See if you can find that. Thank you.
Hello @mkp007
yes, our colleagues received your form, but requested a german version of the issue. Is it possible to send it in german again? I guess via translator should be okay to understand the issue.
Best regards,
Michi
Hello @o2_Michi, yes, I replied the same day with the translated document.
Hallo @mkp007, That's great. Then you'll get an answer as soon as possible. Kind regards, Bianca
Just one more week to 1 month mark
Hallo @mkp007,
das ist tatsächlich eine unglückliche Situation. Du hast das SAMSUNG GALAXY Z FLIP6 ohne äußeren Display-Schaden eingeschickt, aber bei der Reparatur wurde ein Kratzer festgestellt, wodurch die Reparatur nun kostenpflichtig wird.
Es ist super, dass du bereits einen Brief mit Belegbildern an die Auskunftsstelle geschickt hast. Die Auskunftsstelle hat dich gebeten, den Brief auf Deutsch neu zu senden. Du kannst deinen Text einfach mit einem Übersetzer, wie z.B.
, übersetzen – das funktioniert sehr gut. Sobald der Brief eingegangen ist, kann ich ihn gerne noch einmal prüfen und sicherstellen, dass die Übersetzung in Ordnung ist.
Lass uns gerne wissen, wie es weitergeht.
Liebe Grüße, Maren
@o2_Maren das hat er doch anscheinend schon getan, einen deutschen Brief eingereicht? Er wartet doch auf Eure Antwort?
Hallo @jsc,
der Brief ist auf Englisch verfasst. Es wurde darum gebeten, ihn erneut auf Deutsch zuzusenden.
Liebe Grüße, Maren
Na dann @o2_Maren , weiss ich nicht warum er das hier geschrieben hat
Hallo @jsc ,
es geht darum, dass das Handy einen Displayschaden hat. Daher ist die Reparatur kostenpflichtig, doch er weigert sich, die Kosten selbst zu übernehmen. Das Handy wurde bereits an ihn zurückgeschickt. In seinem Schreiben hat er Belegbilder beigefügt, die zeigen, dass das Display vorher keine Kratzer hatte. Der Service benötigt nun seinen Brief in deutscher Sprache. Wie du siehst, ist die Sache etwas komplizierter.
Liebe Grüße, Maren
@o2_Maren irgendwie reden wir aneinander vorbei, lt. seiner Aussage ( ich verlinke es jetzt nicht noch einmal) hat er euch doch schon ein übersetzten Brief in Deutsch zugesendet?
Hallo @jsc, nein, da ist nichts im Kundenkonto! Liebe Grüße, Maren
It's really amusing to see things going around in a never-ending circle.
It took O2 support a whole month to figure out they needed the document in German—and that too, only when I followed up here, lol (even though I submitted the translation on the very same day I received the reply from support, thanks @jsc for pointing it out).
@o2_Maren , I have a few questions for you if you're genuinely willing to help:
1. Could you please tell me how I should send it now? Replying via email doesn't seem to be sufficient.
2. Is the issue really about needing a German translation, or is it a lack of intent to help? Because for me, it only took 5 minutes to translate the entire document using DeepL. It doesn’t seem very hard for someone who actually wants to assist.
----- Übersetzung :) -----
Es ist wirklich amüsant zu sehen, wie sich die Dinge in einem nie endenden Kreis drehen.
Der O2-Support hat einen ganzen Monat gebraucht, um herauszufinden, dass sie das Dokument auf Deutsch brauchen - und das auch erst, als ich hier nachgehakt habe, lol (obwohl ich die Übersetzung noch am selben Tag eingereicht habe, an dem ich die Antwort vom Support erhielt, danke @jsc für den Hinweis).
@o2_Maren , ich habe ein paar Fragen an Sie, wenn Sie wirklich bereit sind zu helfen:
1. Könnten Sie mir bitte sagen, wie ich es jetzt abschicken soll? Eine Antwort per E-Mail scheint mir nicht ausreichend zu sein.
2. Geht es wirklich darum, dass ich eine deutsche Übersetzung brauche, oder liegt es an der mangelnden Absicht zu helfen? Ich habe nämlich nur 5 Minuten gebraucht, um das gesamte Dokument mit DeepL zu übersetzen. Für jemanden, der wirklich helfen will, scheint das nicht sehr schwer zu sein.
Good morning @mkp007,
it is as it is, and the colleague needs your letter in German, as noted in the ticket. Sending a letter to the following address is better than sending an email to the imprint:
das Kontaktformular ist ebenfalls eine Möglichkeit, ich persönlich würde einen Brief bevorzugen.
Liebe Grüße, Maren
…dauert aber viel länger
Hallo @jsc,
ein Brief wird schneller bearbeitet, als man denkt, zumindest aus meiner Erfahrung. Ich empfehle jedoch, mindestens 2 Wochen für die Bearbeitungszeit einzuplanen.
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