Cracking up over broken screen on my mobile
Q Eileen bought a Nokia phone from her local O2 store for €70 but five weeks later the screen display went and only a small fraction of the display remained visible.
She brought the phone back to the store, where a helpful assistant advised her that it was covered under guarantee and would take between five and seven days to repair.
But events unfolded differently.
Ten days later Eileen says she was informed that the screen was cracked and that she would have to pay €35 to get it fixed.
Eileen says: "The screen was not cracked when I left it in, it was the internal display that was damaged. If I had damaged the phone I would not expect O2 to fix it."
"I also explained", writes Eileen "that the phone was just used normally and that the display had just 'gone' and that this should not happen to a phone after five weeks of use."
Eileen informed the shop she was refusing to pay for the repair and was later contacted by O2 who told her the phone was ready for collection, but had not been repaired.
At that point Eileen wrote a letter of complaint asking for a remedy, but to no avail.
A If the phone is defective or faulty in some way Eileen has rights under the Sale of Goods and Supply of Services Act 1980.
In that case she is entitled to have the phone repaired free of charge and if that doesn't work get a replacement or refund.
Smart Consumer contacted O2 who have now resolved the issue. They say:
"O2 sincerely regrets that the customer in question is not satisfied with the outcome of her dealings with the store. While the store staff did everything they could to assist the customer, in line with O2's repair policy, as a gesture of goodwill and with a view to resolving this particular complaint, O2 will replace the customer's handset."