Phone Repair with Existing Screen Damage

Kingfabay on 11/11/2020 - 10:44

I recently returned my Nokia 7 plus to Harvey Norman for a warranty repair because the phone can no longer be switched on and the screen has developed burn-in at the centre of the display. Harvey norman sent the phone to Quantum Service and Logistics (QSL) but the repair was denied because of the existing crack on the screen. The 0.5 cm crack is located on the upper part of the display and has been with me not long after I bought the phone (December 2018).

Can phone manufacturers refuse warranty repair if there is existing screen damage?

Mobile Mobile Phone Nokia Android

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Harvey Norman
Harvey Norman

Comments

  • Nutrino on 11/11/2020 - 10:56
    +1

    "The 0.5 cm crack is located on the upper part of the display and has been with me not long after I bought the phone (December 2018)."

    What does this mean?. Its been cracked for 2 years?

    • Kingfabay on 11/11/2020 - 14:18

      Pretty much. Its just a small crack and it cracked underneath the screen protector. Never bothered me much tbh.

  • John Kimble on 11/11/2020 - 11:12
    +3

    Yes

  • Hithere on 11/11/2020 - 11:21
    +2

    You'll need to demonstrate that the current issues you are experiencing aren't a consequence of the screen cracking.

    Forget Hardly Normal. They denied a warranty claim on a faulty printer I had and when I went directly to the manufacturers they told me that HN hadn't even contacted them.

    Try contacting Nokia (https://www.nokia.com/phones/en_int/support) and they may do a 'good will' fix for you.

    • Kingfabay on 11/11/2020 - 14:19

      Thanks. I will give Nokia a call and see what my options are.

  • vinni9284 on 11/11/2020 - 11:35

    Whilst under warranty, you have to keep the phone in physical pristine condition to have a successful claim for any faults
    For example, signs of a drop, dings on the corner or a small crack on screen etc will render warranty void.

  • [Deactivated] on 11/11/2020 - 12:12
    +2

    One of the issues with a crack is that it means any other repair attempt will probably result in the crack expanding / total screen destruction, so they're basically not willing to be on the hook for a screen replacement as well as the warranty issue. Sucks, but that's the reality.

    • Kingfabay on 11/11/2020 - 14:20

      What annoys me is that if this was the case to begin with, HN shouldn't have sent the phone away. The repairer is now asking for $50 to return the phone unfixed to me…

  • MatthewSoul on 11/11/2020 - 12:14
    +1

    The warranty was voided 2 years ago when the crack happened unfortunately.

    The only way to keep the warranty was to repair the crack by manufacturer when it happened.

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