"Water damage" claims (re: mobile phones)

[thomas]

Was wondering if anyone could give me some advice. The other week my phone, quite unexpectedly stopped working and it was obviously the screen as there was some bubbling. Anyway, took it to the shop and they started saying if it's water damage it won't get fixed. I send t-mobile an email complaining about this, as the phone hasn't been dropped in the toilet, out in rain, etc. When I'm on the bike I always stick it in a waterproof bag and haven't cycled in bad weather for some months (lucky me ).

Anyway, get a nice phone call and given a persons number to phone if it does come back water damage. Now, today I went to pick my phone up thinking it had been fixed, to get to the shop to find that the repairers are saying it's water damage. I tried phoning the lady I spoke to at the complaints department, but she's on a training day and back tomorrow.

Now, I'm hoping she's reasonable about it all...but I really want to get some advice about it. Have you been in this situation? I know I should probably hold my horses to speak to her, but always good to have some advice before hand.

Now, had I been out in a down pour or dropped in a puddle or something I would understand...but i wasn't (not saying I wouldn't try it on, but I really wasn't!). It broke between leaving UNI and a car ride to get some food. Apparently, water damage can build up (so it could of got wet a month ago...and broke the other week)...and going from hot to cold (eg. leaving the warm house to walk to uni in the cold out doors.), or from a kettle, or being in a bathroom (my phone neither has a cup of tea making app, nor do I take long phone calls in the bath

), etc. It all sounds like a load of old nonsense really.

I have a year (and 2 weeks) left on my contract. I basically just want my smart phone to work without having to pay for it to be fixed/replaced. I am somewhat happy to be upgraded to a different phone and depending on the phone don't mind paying more per month (if the phone is better) - however, this won't happen as I've got so long left.

Now, even if water damage is true, I haven't put the phone in any situation that a mobile phone shouldn't be expected to deal with as fair use IMO. And I am very careful with it.

Soooo, now I've vented....what wonderful advice and guidance can you share


(BTW: it's not insured...and even if it was it shouldn't really have gone wrong.)

 

[Maz]

You should be able to get a free replacement.
My wife has had stacks of phones replaced for free because they were defective (Nokia slide effort...not sure which one exactly).

 

[thomas]

You should be able to get a free replacement.
My wife has had stacks of phones replaced for free because they were defective (Nokia slide effort...not sure which one exactly).

For water damage though?

 

[Maz]

For water damage though?

I would phone up customer support and tell them your phone's not working properly (give a plausible excuse).
They won't argue with you - they'll say "we'll replace it for you".

I'd try it on!

 

[thomas]

I would phone up customer support and tell them your phone's not working properly (give a plausible excuse).
They won't argue with you - they'll say "we'll replace it for you".

I'd try it on!

I can't now, it's all documented as "water damage" and will be on their system as such. I'm kind of hoping that the complaints women will be reasonable and as a "gesture of good will" replace it for free.

I don't know what your wife had, this is a (cheap) smart phone...but still £330 or so new (on Amazon), so even if t-mobile paid less it's probably still worth them arguing the toss.

hmm. thanks though

 

[Maz]

I can't now, it's all documented as "water damage" and will be on their system as such. I'm kind of hoping that the complaints women will be reasonable and as a "gesture of good will" replace it for free.

I don't know what your wife had, this is a (cheap) smart phone...but still £330 or so new (on Amazon), so even if t-mobile paid less it's probably still worth them arguing the toss.

hmm. thanks though

I think hers was a Nokie E95 slide (i know naff-all about phones as they dont interest me). Her contract is with Orange, so dunno about T-Mobile.

 

[thomas]

I think hers was a Nokie E95 slide (i know naff-all about phones as they dont interest me). Her contract is with Orange, so dunno about T-Mobile.

They're part of the same company now, so hopefully the complaints person will be nice

We will see. I'll get some onions ready to break down in tears to get sympathy if I need it

 

[byegad]

You don't need to submerge a phone to get 'water damage'. Stick it in an inside pocket and run for the bus and you could get enough evaporation into the phone to kill it. I'm also constantly amazed to see people texting or talking in the rain.

I used to work for Orange and there were a number of claims against warranty that should have been an insurance claim.

Under the old Orange insurance (I left in 2004 so can't speak for now.) a phone drowned in a pocket during a rain shower or dropped into water (You'd be amazed how many people drop them in the toilet!) would be covered. If you only have the warranty they wouldn't be, after all unless the maker claims it's waterproof why should they replace it?

.

 

[thomas]

You don't need to submerge a phone to get 'water damage'. Stick it in an inside pocket and run for the bus and you could get enough evaporation into the phone to kill it. I'm also constantly amazed to see people texting or talking in the rain.

I know, but what is the point of a mobile phone if you cannot run for a bus. The whole point of a mobile phone is that it can be used mobile, if things like this can break it then it is completely useless and IMO mis-sold.

This is what pisses me off. My first mobile phone (a brick and over 5/6 years old) has been subjected to the same usage as my "smart phone" and is still working perfectly...having been passed onto my Mum who probably gives it a lot more wear and tear than I ever did.

 

[Dan B]

Apparently, water damage can build up (so it could of got wet a month ago...and broke the other week)...and going from hot to cold (eg. leaving the warm house to walk to uni in the cold out doors.), or from a kettle, or being in a bathroom (my phone neither has a cup of tea making app, nor do I take long phone calls in the bath

), etc. It all sounds like a load of old nonsense really.

I agree with you, nonsense. Tell them that if a mobile phone can't withstand being moved from a house to an outdoor environment, it is not in any reasonable sense of the word "mobile" and therefore not fit for purpose, and therefore either they will replace it under the terms of the Sale of Goods Act or you will be contacting Trading Standards.

 

[Globalti]

CHECK THE WATER DAMAGE INDICATORS. Inside the battery compartment are one or two small white squares about 4mm x 4mm. If they turn pink they have got wet and the phone won't be replaced under warranty. If not, you have a claim.

 

[thomas]

CHECK THE WATER DAMAGE INDICATORS. Inside the battery compartment are one or two small white squares about 4mm x 4mm. If they turn pink they have got wet and the phone won't be replaced under warranty. If not, you have a claim.

Yeah, it's changed colour. They showed me.

Still, phone had no real reason to get wet so I think Dan B's point is probably worth a shot if they won't change it.

 

[Globalti]

My BB threw a wobbler by pure coincidence after I had it in my back jersey pocket unwrapped on a cold ride and condensation got in. Not enough to change the indicator but enough to goose it. They put a whole new inside in under warranty.

 

[Dan B]

CHECK THE WATER DAMAGE INDICATORS. Inside the battery compartment are one or two small white squares about 4mm x 4mm. If they turn pink they have got wet and the phone won't be replaced under warranty. If not, you have a claim.

Hmm, interesting


http://crave.cnet.co.uk/mobiles/iphone-water-damage-indicators-leave-users-seeing-red-49305888/
http://www.fazmiclaw...eipod-moisture/

 

[Globalti]

Dihydrogen monoxide, it's a killer, eh?