[StueybUK]

I have just noticed a small crack from the usb door on my Pre. I am aware that this issue has been mentioned many times here, but what I want to know is, has anyone had this issue with an O2 UK phone and what have O2 done about it ?

[StueybUK]

Sorry to bump but could really use some help on this.

[ChasT]

I think you need to wait a bit longer before doing a bump

However, I noticed the same crack a few days ago, I think I must have dropped the Pre one times too many

It's not a problem at the moment, but I'd be keen to hear how others have got on with O2 and a replacement ?

[KarlD89]

i took me pre back to o2 nearly 2 weeks ago for repair, but i received a phone call saying theres a small crack somewhere on the phone, they didnt tell me where, but it voids the warranty, and will cost me £102 for the repair

[pip smith]

i took me pre back to o2 nearly 2 weeks ago for repair, but i received a phone call saying theres a small crack somewhere on the phone, they didnt tell me where, but it voids the warranty, and will cost me £102 for the repair

This should not void your warranty. What was the original problem, if they are unrelated then the repair is on their part.

[StueybUK]

I'll take it in tomorrow and see what they say, it has never been dropped and as many have had the same problem I'm hoping I can get it replaced.

[KarlD89]

This should not void your warranty. What was the original problem, if they are unrelated then the repair is on their part.

i took in for repair because the screen kept going black, with the backlight still on, and it got really hot, the only thing that would get it working again was pulling the battery, webos doctor did not solve the issue

[gazwb]

I would be interested to know what happens too. Yesterday my usb door snapped off and the little silver bit on the head speaker fell off. Also the mute slider hasnt worked for a while!
Is there any chance ill get a repair on warrenty?

[StueybUK]

Don't know Gaz, the mrs has taken mine in today so I'll let you know how we get on.

[pip smith]

i took in for repair because the screen kept going black, with the backlight still on, and it got really hot, the only thing that would get it working again was pulling the battery, webos doctor did not solve the issue

Do you know what the specific physical damage to your device was? Did you do the interactive tests from the device info before taking it in? There is one for the screen.

[tumpin]

I had this! Touch screen stopped working so sent it off. O2 want £100 of me to fix it telling me the usb socket is damaged! I rejected it and now the phone has been sent back even worse than before!!! Its stuck on Tool Central Diag screen and I cant get rid of it. Complained to O2 but they blame Palm. I had the phone just over a month.
I feel very mugged off right now.

[pip smith]

Sounds like a very shabby job from o2.
Did you actually physically damage any of the phone, because the usb damage could be a manafacturing defect. O2 have a legal requirement over this.
If the usb and touchscreen are realated problems, and you damaged neither then o2 have to fix it or give you a replacment. I know they try to offload it to palm but they have duty of care as retailer. Did you speak to someone in store or the specialist palm department within o2?

[tumpin]

I have treated the phone very well, no big drops or anything like that (its only 1 month old) so any damage must be down to shabby build quality. I complained in store and they said phone customer service. I have had a few calls with customer service and they blame Palm. They are not interested basically. My contract is up in a month so Im dumping both Palm and O2...
A bit annoying cos I only just started buying up all the apps and now all wasted! Oh well

[pip smith]

They can't just blame Palm, if they sold the phone and it is defective they have to replace or repair it free of charge.

I just don't like the way o2 are treating us pre customers, their overall service is quite dissapointing, I always say how great the pre is to friends, but I dare not let them buy because of the way they will be treated by o2.

I can understand giving up on o2, I might do after my contract, but I think its sad that as a direct result you will have to give up on palm to. I know some Pres are defective but once you have a sturdy pre in your hand you have a great experience and a great phone.

I recommend that you don't just give up trying to get your problem solved. Try ringing Palm's uk number off their website and explain the issues you are having with o2, they might be able to help. Also a letter and email, detailing your issues and subsequent lack of sorting the issue out might be worth sending to o2. I hope you do get the issue sorted, because you are missing out on a great phone.

[KarlD89]

Do you what the specific physical damage to your device was? Did you do the interactive tests from the device info before taking it in? There is one for the screen?

got phone back today, having not been repaired, and the only damage is a bit of a graze on the top right corner, and the usb door is no longer attached

got to phone customer service and go through insurance

[pip smith]

got phone back today, having not been repaired, and the only damage is a bit of a graze on the top right corner, and the usb door is no longer attached

got to phone customer service and go through insurance

This really should be sorted out by o2, you shouldn't be going through the insurance.
The graze and missing usb door is general wear and tear, this should not effect your warranty if the issue is concerning somthing unrelated.

[KarlD89]

This really should be sorted out by o2, you shouldn't be going through the insurance.
The graze and missing usb door is general wear and tear, this should not effect your warranty if the issue is concerning somthing unrelated.

rang up o2 customer service, and they said i could appeal and try again to get it repaired, but this could take a while, so i decided to just go through the insurance company and pay the £25 excess, but because the repair centre did not actually determine the issues with the phone, and provide these details, i can not claim for a new phone through the insurance company

[tumpin]

I think this will be my next phone. I bet it will last longer than a month and I bet the battery life is ages. I also like the ABC feature.
Buy a DORO 338 EasyPhone (UK, White), #HE338GSMWHT - eXpansys UK

Thanks for you advice Pip, I will try giving Palm a call direct, see how they handle it..

[StueybUK]

Has anyone had any more luck with O2, they told me that the usb crack would not be covered and was my fault, it has now spread on to the screen.

[icklepriest]

I had a similar problem which ended up working to my advantage...

Basically I had the little crack appear from the USB door ages ago but didn't think anything of it. About a month ago my screen went weird (touching itself when I was nowhere near it) so I sent it off for repair. o2 told me that they couldn't repair it as the crack had gone onto my screen and they could establish whether the crack had something to do with the screen playing up (I knew it didn't but couldn't prove it) it voided my warranty. They suggested that I could either pay £100 to get it repaired or I could go through insurance and just pay the £25 excess.

I decided to go through the insurance and they did a next day swap on the door. And here's where it worked to my advantage...because o2 UK don't stock the Pre, only the Pre+ they had to give me a Pre+ instead of a Pre! I think it was partly because they use an outside company to handle insurance and the guy I spoke to didn't really know the difference so just gave me whatever looked like what I had (the closest being the Pre+!). Not only that but he also advised not to put my charger in the returns pack as he couldn't guarantee one would be sent out and it was!

So basically for £25 excess I received a free upgrade and an extra charger!

I do have the name of the guy that I spoke to so if anyone wants to PM me I can give it to you!