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Fonemenders
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Hi all,
I know its being a while since someone posted but i handed my bricked xperia to fonemenders to repair and tracking it online but did not know the different stages so found this doc sent to o2
FAQ O2
At Fonemenders we are, as always, very appreciative of your business and support. We are increasingly aware that you are regularly asked key questions from your customers. In a bid to try and make your life easier we have gathered what we believe are the most frequently asked questions from both yourselves and your customers and provided you with their appropriate answer. We do hope this will make the process easier for all. If of course there is anything we haven’t covered, please feel free to contact us and we will provide a suitable response.
• Can customer return a faulty repair to any O2 retail Shop?
o Yes, repair can be booked in any O2 store
• How many days will it take for the faulty unit to be returned repaired?
o Up to 5 working days for level 1&2 repairs and up to 11 working days for level 3
• How many times does unit need to be repaired before customer will be provided with an exchange unit?
o The unit needs to be sent for repair to Fonemenders with the same fault on two occasions. When handset is with Fonemenders third time the Technician needs to inspect unit and confirm the fault before the decision about swap is made
• If my unit is deemed Out of Warranty how much will customer be charged?
o Standard fee for out of warranty repair is €60
• What does BER mean?
o Beyond Economic Repair - The unit has been damaged to such an extent that it would cost more then the worth of the unit to repair. If unit was found to be BER it can not be repaired. There are two types of BER Liquid and Physical Damage:
Liquid damage – handset is deemed liquid damaged when moisture or condensation corrode components or main Printed Circuit Board (also called the main board)
Physical Damage – handset is deemed physical damaged when it experiences an impact or stress which causes un-repairable damage to the Printed Circuit Board (also called the main board)
Handset can be deemed physical damage BER due to the following: visible physical damage, warped board, lifted pads around USB connector, lifted pads around charging connector
• Will customer information be kept when unit is sent for repair?
o As a part of repair process software upgrade is carried out on every handset. This operation is erasing all data on the phone. This is a part of manufacturer’s requirement so it’s strongly recommended that customer is clearly informed that all information stored on handset’s memory will be lost during the repair process.
• Is my unit still in warranty?
o Most Manufacturers give a two year warranty with their mobile phones. Unless handset was purchased longer than two years ago or it was damaged by customer it should be still in warranty.
• How could my unit have liquid damage?
o Mobile phones as all electronic equipment are very delicate devices and should be treated this way. Below you can find few reasons why handset can be deemed BER due to liquid damage:
using the unit outside in the rain,
using the unit with wet hands,
listening to music from the unit while in the shower,
leaving the unit over night where condensation can get into unit (i.e. in the car),
dropping unit in water.
• Can the customer track the repair them selves?
o Yes, customers can track progress of the repair themselves using our web based tracking system. Please use following link to access it: https://www.success.ie/phonecheck/
• What does bounce unit mean?
o A bounce unit is a handset that has been returned for repair with the same fault on second and more occasions.
• How Out Of Warranty procedure works?
o Out of warranty repairs occur when the guarantee issued by the manufacturer has lapsed either through time or through the handset being faulty due to the customer. In these cases the customer is liable for the cost of the repair which is €60.
After handset is found to be OOW Fonemenders will contact the customer and inform them of the cost to repair the handset. If customer decide that they wish to have the unit repaired Fonemenders will fix it and return it to the retail store.
Should the customer not wish to have their handset repaired Fonemenders will return it to the store un-repaired.
Fonemenders will keep the handset for maximum of 30 days waiting for customer’s decision. After that unit will be returned to the appropriate O2 store un-repaired.
• What does Level 1, Level 2 and Level 3 repair mean?
o Different faults require different levels of repair. Often, higher level repairs must be carried out by the manufacturers themselves, or at a National or European repair centre.
Level 1 – software upgrade
Level 2 – replacement of electrical or mechanical component; eg. replacement of LCD, microphone or speaker.
Level 3 – involves replacement of integrated circuits or tuning customization; This level involves often precise soldering and sometimes Level 3 requirement cannot be determined until Level 1 and 2 repairs have been attempted and tested.
• Is it possible that my handset is still working despite the fact it was deemed BER due to liquid damage?
o Yes, it’s possible.
When handset is physically damaged it’s pretty simple – some components or part of the phone is damaged which prevents it from functioning properly.
But with liquid ingress the handset can still work correctly, at least for some time, as progressing oxidisation will not damage vital parts completely.
In simple words corrosion needs some time (days or weeks) before it will go thru tracks or other connections on main board so before that process will be completed handset can be operational (fully or partially).
and before anyone asks i do not work for them :cool:0 -
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I handed my Lumia 820 phone into fonemenders as I cracked the LCD screen by dropping it on the footpath (not intentional, obviously and the footpath is still intact
), paid them €65 for the reapir, which was quite reasonable. Two days after collecting the phone, the screen cracked again in my pocket. Brought it back to them and they want another €65 to repair it again.
Anything I can do?
I've tried explaining the story to them but they won't listen and insist on another €65 for repair even though it goes against their terms and conditions section 2.62.6 Our out of warranty/chargeable repairs are guaranteed for 90 days from the date the Equipment is ready for collection. If the same fault should re-occur we will repair if free of charge. If the Equipment develops an additional fault unrelated to the original repair, the repair warranty contained in this paragraph will not apply. All warranty repairs are subject to manufacturers warranty dates.
From: http://fonemenders.ie/terms-conditions/0 -
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