Hi,
I purchased a Lumia 735 for my 13 y.o. daughter on a contract on a Friday. Gave her the phone on the Saturday and of course she dropped it on the Monday at school. Result was numerous cracks on the screen but the phone still responded to touch.
Note: No question that my daughter dropped the phone - not a warranty issue.
I took the phone to the Vodafone outlet where it was bought (Canberra Centre, Civic) on the Tuesday was told that it would cost $269 to repair. I thought this was pretty steep but if I wanted to keep the phone under warranty what choice did I have?
My question:
Does a phone with a cracked screen not even get assessed as to whether replacing the cracked screen with a new screen is cheaper for the customer than making the customer pay for a replacement phone (albiet at what I assume is a discounted amount)?
I asked this question today at the Vodafone outlet where it was bought (Canberra Centre, Civic) and was told no - the customer has no say in whether the phone gets repaired or replaced (at the customer's cost) and when asked what the cost of a repair to the screen would be, the customer service person said they did know.
I didn't pay the $269 being asked for the "repair" (replacement phone), preferring to check and see what the Vodaphone policy is.
After I left the vodaphone store I walked down to the Telstra store and asked them what their policy is. The customer service person there said that the customer can request a quote and then weigh up the cost of going ahead with a repair against the cost of a replacement phone.