I went through this when I had my Pre repaired only to get it back with a huge scratch in the middle of the display; when I sent it back, O2 Germany said it was Arvato's problem, Arvato said it was Palm's problem, Palm said it was O2's problem. Meanwhile, my phone was somewhere in limbo and Arvato eventually - a month after originally sending my phone in for excessive (+3mm in both directions) oreoing - told me that I could get it back unrepaired for €50, repaired for €100, or, if I didn't choose A or B within a week, they'd throw it away for me for free.
Originally Posted by kitster
I had an O2 rep's written note to prove my phone's flawless condition prior to sending it out in the first place, so when they told me that, and the Circle of Blame between O2, Arvato and Palm became obvious, I sent all three companies identical registered letters stating that I want a flawlessly repaired phone by a certain date and would otherwise sue for a brand-new device plus due fees plus punitive damages plus lawyer's costs in accordance with German law, citing all the individual laws in question for them to look up and see that I wasn't talking out of my hindquarters.
(side note: PreCentral is very good at censoring words so heinous that even my sweet elderly Grandmother tosses them around as though they were candy. No child has ever been mentally scarred by the three-letter word for a person's buttocks and I think it would be difficult to even find any hardy Republican right-wing hardliners out of South Texas ready to seriously argue that harsh language like that should be banned for family values. But PreCentral wants to play it safe.)
Within two days, O2 surprisingly decided that it was their problem anyway, and within three more days, I had my phone restored to me with a pristine screen surface.
Sometimes if you notice that somebody isn't giving you your dues, it helps to threaten them if you know that you have something to threaten them with.