Vodafone unable to repair Samsung s22 Ultra

[Cocobean1994]

Hi all,

First time here so apologies in advance for any errors.

A couple of weeks ago the screen on my Samsung got smashed, entirely my fault. The phone itself was working fine but the shards of glass coming from it were an issue so I bit the bullet and had it sent off.

Had the quote for the repair, accepted it and all was well. 

Have just recieved an email stating they can't repair the phone so will be sending me an 'as new' one.

Has anyone had this before? Were you charged for the repair if it didn't go ahead? Did you receive your old handset as well (lots of photos and messages on there I'm now concerned I may lose...) any help would be hugely appreciated!

Thanks in advance

[BandOfBrothers]

Hello @Cocobean1994 

It's possible that even though the phone appeared to be still working after the accidental damage that there was some issues inside that could only be seen after the phone was assessed causing it to be beyond economical repair.

Or the damaged display was removed and due to this accidental damage this had some catastrophic impact on the internals. 

As accident damage isn't covered in the Manufacturing Warranty of two years then they are I think correct to still levy the fee as you did damage the phone.

And they are sending an as new phone.

Ensure your not charged for it if they say they are giving you one.

The other avenues could have been that they reported to you they are unable to fix the phone due to the accidental damage and are sending it back to you thus leaving you in a position of having to buy another phone.

Or then you send the damsged phone direct to Samsung to ask if they can repair it and pay them which is something I would have chosen to do if I'm honest.

Did you back up to Samsung Cloud ?

And to OneDrive or any other online vault for your photo's?

If you did then when the new phone arrives just input your Samsung Account details and choose to set it up from a previous back up.

If there is no back up to choose then unfortunately you can't have set this up.

The same with OneDrive or any other online vault such as Google photo's or Dropbox etc.

The Service Centre will have wiped the phone as part of the repair process so the original phone won't have any of your personal data on it now.

Please do opt to choose to set up backing up your phone to stop this happening again.

Let's hope you have backups as I appreciate how precious photo's are. 🤞

If I can be of any further help then please don't hesitate. Take care.  😎 

[Cocobean1994]

Hi @BandOfBrothers -  thank you for such an indepth response

I've called the repair centre this morning who have said the replacement is being issued due to the part they require to repair it taking a good while to come in. They have said I will still be charged the fee for the as new handset however in both email and text recieved it states 'given'... 

After doing some digging into my Samsung account, I do have a recent back up stored so it's not too much of a worry re lost data now (I hope!)

[BandOfBrothers]

You're very welcome @Cocobean1994  👍 

[AnnS]

The Repair Centre should have sent some information for you to discuss the repair @Cocobean1994 .  If this was not received get in contact with the Social Team on this link: Contact Us they will be able to check your account and answer questions regarding the repair.