Faulty Parts Used in Phone Repair - What Are My Options?

Rick Sanchez on 16/07/2016 - 10:48

So, 6 months ago the missus cracked her phone screen, got it repaired at a kiosk for $250.

Within a month the screen was acting up, so she took it back - they stressed that if she had any issues after 3 months, they would not cover any repairs.

Over the last month the screen had issues turning on, temporarily loses colour etc. It seems to be getting worse.

My question is - is 3 months warranty unreasonable if the parts used where faulty? For a phone repair, I'd expect the new parts used to be fitting for the equipment.

Is there anywhere I can reference to support this argument?

I did advise to get one of these cool Xiaomi phones, but apparently it's "not a Samsung". At least she's not an apple fan ;)

Thanks ozbargain crew! Love you since '08

Mobile

Comments

  • airzone on 16/07/2016 - 11:15
    +2

    Not from a shopping centre kiosk… You won't have much recourse, and a 3 month warranty was nice of them to begin with. If you wanted to have something to fall back on, you would have taken it to Samsung to fix.

    n.b. I have changed the screen and battery in my htc one m7. They are such a PITA that most places won't touch them. But in doing so, I have to accept that if the parts are faulty, or low quality, it was my decision to do an aftermarket repair…

    • Rick Sanchez on 17/07/2016 - 12:36

      True, think she was just unlucky and seems like they acted in good faith

  • holdenmg on 16/07/2016 - 11:20
    +3

    The question in my mind is whether the problem(s) the phone screen is exhibiting now are from the replaced screen or other damaged components in the handset.

    Also, is the Kiosk an Authorised Samsung repair facility and did they say they would use genuine Samsung parts…

    If not, maybe they are using after market parts.

    You can approach Fair Trading in your State or Territory and ask them about the Time Limit imposed on the Repair.

    • Rick Sanchez on 17/07/2016 - 12:40

      From the symptoms it seems like it's from the replaced parts. But not being a Samsung certified kiosk, I guess it was just bad luck.

      Would be interesting to know what the Time Limits on repairs is, especially since so often you get electronics fixed/replaced under warranty but the warranty doesn't extend.

      Thanks :)

  • [Deactivated] on 16/07/2016 - 11:22
    +1

    explain to the missus that samsung isnt the be all end all and is very expensive to repair as you now know.

    i would also go try and make a claim with the faulty screen and if they are playing hard ball so should you like threaten to refer the matter to fair trading or the like.

    sometimes its really just a case of move on because the xiaomi is chaper then another screen repair so i would purchase that and she will have to choice of no phone or a better phone then what she has got.

    last resort….. new missus.

    • airzone on 16/07/2016 - 11:33
      +4

      We see an ad in the personals section: Seeking new missus, must be open to xiaomi.

      • holdenmg on 16/07/2016 - 14:27
        +2

        I really don't think AshleyMadison.com covers those sort of preferences. lol

        • Rick Sanchez on 17/07/2016 - 12:35
          +1

          Surely that's one of the first questions on eharmony?

  • outlander on 16/07/2016 - 15:14

    For $250, I'd be wanting more than 3 months. Either the screen was faulty, or the phone still has the same fault that damaged the screen the first time, in which case they didn't repair it properly. Either way, I'd be wanting some recompense.

    • Brick50 on 16/07/2016 - 16:13
      +2

      Mobile phones are much more complex than what a lot of people think, board level repair is almost impossible and kiosk's do not do it… If there was already damage to another part of the phone then chances are it is irreparable

      • outlander on 16/07/2016 - 16:28
        +2

        I've repaired phones before, and I agree. Almost all of the components are surface mount, and require access to a reflow oven to even have a hope of replacement.
        As long as that was made clear its fine.
        But if she handed over $250, and the girl gave her the phone and said "here you go, its all fixed good as new" well then, that would be a little misleading, wouldn't it?

      • Rick Sanchez on 17/07/2016 - 12:33

        True, hadn't thought of damage to other parts. Spoke to her and it doesn't sound like they were in bad faith, just got unlucky with the parts I guess.

  • derek324 on 16/07/2016 - 23:02
    +2

    "The screen" is what you see, but there are many components connected together inside the phone which drive it. If the screen was cracked, most like due to impact, there is very good chance that some internal components got damaged as well, and started acting up later (small cracks, instability, etc). If I was asked to repair a phone like that I would do it on condition "all care but no responsibility". And $250 is a bit steep - you can find decent new phones for that price (a friend just bought Moto E 2nd Gen Dual Sim for $175).

  • Rick Sanchez on 17/07/2016 - 03:20

    Thanks for the comments everyone, truly appreciate them.

    It seems that it's not necessarily their screen that malfunctioned, so it'd be a bit unfair to push responsibility on the repairers. And definitely hard to prove.

    Guess it's going to be a case of once the phone dies, suggest a xiaomi (or Oppo, Motorola etc) with a nicer price tag.

    Unfortunately the Ozbargain dating website was an April fools joke, so will have to stick with her for the time being ;)

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