Advice Sought for Nokia Lumia 1020 Warranty Issue

Lzed50 on 14/11/2015 - 12:59

Hi Ozbargain,

I have an issue with an 11 month old Nokia Lumia 1020. I'd really appreciate some feedback on whether the manufacturer is being reasonable. The phone wouldn't charge at all. The charge symbol will come on for a few seconds and then turn off so it wouldn't even make it to the homescreen.
I took it back to the retailer who confirmed it was under warranty and forwarded it to the manufacturer.After a week, the retailer called to say that the manufacturer has determined the cause to be a faulty battery which is not covered by the full warranty and will cost $70 to repair. The battery is not just a pull out and replace job on this phone.
This was disappointing so I have checked the terms here http://www.microsoft.com/en-au/mobile/support/manufacturers-…

The relevant clause is :
Manufacturer does not provide any Warranty for the following:
…3.Any (i) normal wear and tear, (ii) reduced charging capacity of the battery resulting from its natural end of life process, (iii) or pixel defects in your Product’s display that are within the scope of industry standards;

I'm of the opinion that the battery fault experienced is not really just replaced charging capacity but would appreciate some feedback to see whether i should argue for a free fix under warranty, pay to have it fixed, try and fix it myself, or get a new phone.

cheers,
Zed50.

Mobile Mobile Phone Nokia Windows Phone

Comments

  • Costanza on 14/11/2015 - 13:10
    +3

    A normal consumer would expect it to work for 2+ years (I would expect them to repair/replace)

    http://www.accc.gov.au/consumers/consumer-rights-guarantees/…

  • Zylam Marex on 14/11/2015 - 13:16
    +4

    Yup contact the accc, you are within warranty and it's not a reduced battery life it's a total loss of battery.

    You should have a good case.

  • zed50 on 14/11/2015 - 14:13

    thanks for the advice Constanza and Zylam. I'm glad that i'm not unreasonable in my opinion that this should be covered.

  • pinchies on 14/11/2015 - 14:22

    If they can't prove that the battery is worn out from use (the "natural end of life process"), rather than failed early (e.g. see iPhone 5 recall), they are still on the hook for warranty - even if the battery is holding a reduced capacity as that is still a fault rather than wear and tear. For example, Apple provides a diagnostic test that shows the number of cycles the battery has experienced, as well as the capacity - if they can't produce something like that, then push them hard for a repair, especially as it is an internal part. I know this is not an iPhone, I just mention their process for comparison.

Login or Join to leave a comment
Login Join