sadness: Phone malfunctioned, manufacturer refuses service, still paying off value of phone

sadness: Phone malfunctioned, manufacturer refuses service, still paying off value of phone

sadness: Phone malfunctioned, manufacturer refuses service, still paying off value of phone

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assutu
I'm a Participant Level 2

sadness: Phone malfunctioned, manufacturer refuses service, still paying off value of phone

I became a customer of Fido in in April 2017 having purchased a new Samsung S6 on a two year plan. 

 

Within 30 days, I took the phone for a jog on a treadmill for 30 minutes (to track my activity level). Afterwards, the screen warned that the phone was overheating and will shut down shortly. Ever since then, the phone never turned on again.

 

I took the phone to Fido who sent it to Samsung for repair. According to samsung, I somehow got water inside the phone (the phone was inside a dry protective plastic sleeve when it malfunctioned), and refused to perform repairs.

 

Angry, I've been trying to get out of my contract with Fido. However, they claim I must pay off the balance of the new and defective Samsung S6 of over $600. What remedy is there to either get a phone to use and/or get out of my contract without paying for a defective phone?

 

Accepted Solution

Re: sadness: Phone malfunctioned, manufacturer refuses service, still paying off value of phone

Solved by MVP MVP

Hello @assutu,

 

Welcome to the community!

 

As @FidoAmanda said liquid damage is not covered under the manufactures warranty. Liquid damage can occur from various methods like sweat or from being in a steamy environment like the shower or even from being in the cold then taking it into a hot room, condensation can build up inside of the phone.

 

You can take it to a local repair shop and most of them can repair liquid damage phones but just be aware that its not guaranteed to work or if it does there is no telling how long it will last.

 

The only way out of your contract is to pay off what you owe.

 

 

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5 REPLIES 5
Cawtau
Senior MVP


assutu wrote:...

Angry, I've been trying to get out of my contract with Fido. However, they claim I must pay off the balance of the new and defective Samsung S6 of over $600. What remedy is there to either get a phone to use and/or get out of my contract without paying for a defective phone?

...

 

Hello Assutu,

 

  Welcome to the community!

 

    I'm sorry to hear about your phone. I understand it's frustrating having to pay off something that does not work anymore, however, what you're expecting is not very reasonable. No business will be willing to forgive the outstanding balance on anything subsidised.

 

  Businesses may be willing to reduce their profits in the name of loyalty discounts or credits. However, forgiving outstanding balances are actual losses. Sure Fido may lose you as a customer, but losing future revenue is not the same as taking a loss.

 

  Samsung allegedly claims there was water damage to the phone -- as opposed to a defective phone as you suggest. **edit** Overheating can be a symptom of water damage.** You should note that the S6 does not have a water- and dust-resistant IP rating as the S5 and S7 series do. I understand the device was in a dry protective sleeve. However, have you checked the water damage indicator yourself? You can do so following the instructions here. If the water damage indicator was tripped, it's a little difficult to argue that there was no water damage.

 

  If there was water damage, there are some third-party repair shops who claim to specialise in repairing liquid damage. However, you should note that the device may still not perform fully properly even following those services.

 

  If you choose not to repair the device, your options would be to pay out the balance of the device and subsidise another phone with your current plan (or a less costly phone with a lesser plan). Alternatively, you could also purchase a new phone outright and continue to pay-off the balance of your damaged device for the remainder of your contract. Either way, you will have to eventually pay the full amount for the damaged phone.

 

Hope this helps Smiley

 

Cheers


KAPABLE-K
MVP

Hello @assutu,

 

Welcome to the community!

 

As @FidoAmanda said liquid damage is not covered under the manufactures warranty. Liquid damage can occur from various methods like sweat or from being in a steamy environment like the shower or even from being in the cold then taking it into a hot room, condensation can build up inside of the phone.

 

You can take it to a local repair shop and most of them can repair liquid damage phones but just be aware that its not guaranteed to work or if it does there is no telling how long it will last.

 

The only way out of your contract is to pay off what you owe.

 

 



FidoAmanda
Former Moderator

Hey assutu! 

 

Welcome to the Community!

 

That's too bad about what happened to your phone! I know it's never fun when something like that happens, however, sadly, liquid damage is not covered by the manufacturer's warranty meaning that repair is not covered by the manufacturer when the water damage indicator is tripped. 

 

Let us know if you'd like to take a second look over your options for upgrading your phone and we can send you a PM to get things started or, if you prefer, there are lots of other ways to get in touch with us here.



assutu
I'm a Participant Level 2

Hi Amanda,

 

How can I downgrade to an inferior phone and reduce the balance on my account? I will settle for an inferior non Samsung phone.

@assutu you can't just downgrade the phone to reduce the outstanding balance, if you owe $600 you will need to pay that off the S6 still needs to get paid for.

 

Its like leasing a car if you wreck it you are still liable to pay for it.