Travel Insurance - Oppo X5 Pro Water Damage

Pootie Tang on 26/08/2023 - 19:35
Last edited 27/08/2023 - 11:08 by 1 other user

Hi All Just seeking some advice regarding a claim.

Last year my Oppo X5 pro had a crack on the front screen. Was fine but I was concerned about the waterproofing so got it replaced.

Currently in Lombok and a small bit of water got on it and thought nothing of it. Wiped it off, used all day, even gave it a charge (if I knew it had lost its rating I would have turned off the device)

Took a photo with it 6 hours later and it died. Assumed it was water damage so did the rice and then took the phone to an oppo service centre who advised the board is the likely issue from exposure to liquid per the indicators in the phone.

Obviously devastated as my understanding would have been replacing the screen would keep the water proof rating. This is not the case and the first phone I've purchased for over a K so hadn't experienced it before.

If I submit a repair to Oppo and accept terms and conditions it says you forfeit repairs under water damage.

I would have thought it was fair and reasonable to assume I would have had the IP rating restored. I wasn't advised anything different. Oppo did the original screen repair which was organised through an authorised agent.

Do I have recourse? I'm up to $2.5k with the previous repair and the phone isn't all that so I'm livid.

I do have travel insurance but fearful they might knock it back based on the previous repair.

Anyone had a similar situation?

Consumer Affairs? I have no idea. Hence the post.

Thank you in advance

• 

  Unorthodox on 26/08/2023 - 19:43

  +1

  Did you get a replacement screen done via Oppo or an authorised service centre that ensures it is still water resistant compliant?

  If not, then go back to the service centre and see what you agreed to.

  • 

    Pootie Tang on 27/08/2023 - 00:46

    Yes oppo did it and by me lodging it I believe I accepted the terms without reading or signing anything.

    • 

      Unorthodox on 27/08/2023 - 11:58

      +1

      I would check if it's the official repair.

      For example, Samsung devices have the glue, mesh and seals that require a machine to replace the screens at their stores which keeps the IP resistance after.

      • 

        Pootie Tang on 27/08/2023 - 18:00

        Yes it was official. Have the oppo order/repair number. You send in to Oppo I have to accept terms which state water damage isn't accepted so just weary of that. Might just send it in registered post and explain.

  • 

    Pootie Tang on 27/08/2023 - 05:01

    And thanks 🙏🏼

• 

  spackbace on 26/08/2023 - 20:04

  Drop it over a cliff

  Claim travel insurance

  • 

    [Deactivated] on 26/08/2023 - 20:26

    😯

    • 

      capslock janitor on 26/08/2023 - 20:34

      🤕

      • 

        [Deactivated] on 26/08/2023 - 20:43

        👁️

  • 

    Pootie Tang on 27/08/2023 - 00:46

    Yeah, that's the logical and less problematic approach.

• 

  capslock janitor on 26/08/2023 - 20:33

  -1

  did you have screen protector thho

  • 

    Pootie Tang on 27/08/2023 - 18:04

    Yep, albeit slightly cracked. That's where the problem arose. Water under the screen protector.

    Normal screen is fully intact

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  bobokingdom on 27/08/2023 - 16:31

  You paid $2.5K for screen replacement? OPPO only charged AUD$480 (https://support.oppo.com/au/spare-parts-price/) :( Maybe you got rip off last time.

  • 

    Pootie Tang on 27/08/2023 - 18:03

    In Jan. Was $980 and then the cost of the phone I was factoring in.

    Possibly screwed and maybe good leverage in addressing with them. Could have had it fixed in Lombok, motherboard was roughly $880 so wasn't keen.

    Thanks for looking that up.

• 

  vanyellow on 05/09/2023 - 21:41

  just adding my thoughts

  1- Was done at a Authorized oppo repair center or independent repair?
  i can see you mention Authorized

  2- I find having a cracked screen doesn't usually effect IP ratings
  as when its cracked water still needs to pass past the display (glass is a layer stuck on to), unless there is glass missing

  3- The Oppo X5 pro is IP68 "IP68 is splash, water, and dust resistant"
  i see many phones without an IP rating survive water
  i see some IP Rated phones that the charger ports are stuffed due to moisture from showers/humid places

  4- Regarding travel insurrance i see it as two separate incidents
  Phone Cracked screen was fixed but then later in your trip the phone got accidental liquid damage and now needs replacing

  5- Regarding charging it up after being wet, even with a IP Rating that doesn't cover the charging system. liquid on the charging port would still possibly fry the phone.

  i think your way forward would be to get the phone replaced under insurance, as most companies (Oppo in this instance) would try and wipe their hands clean and claim out of warranty due to moisture indicators in the phone turning pink… even if its due to just being in a humid climate

  If insurance isn't available to replace this phone, then i would recommend to take it to a local independent phone repairer to see what extent the damage maybe, could be as simple as a liquid damaged charger port, i will warn you tho most places will need to order the parts from china (aliexpress) for this model of phone

  • 

    Pootie Tang on 10/09/2023 - 14:00

    Thanks for for responding in great detail.

    Yes authorised service centre here who then on sent to Oppo and have a Oppo reference number.

    The glass repair was earlier in the year so not a part of it.

    I took it to Oppo in Lombok and they tested (for free), the battery and the screen therefore advising the motherboard is the offending problem.

    Insurance will cover it but I would never have got the screen replaced if I knew but your point saying it shouldn't fail is interesting.

    Oppo will do as you said unless I really complain but I'm over the phone. Picked up an s23 so that is a cheaper and relatively similar replacement.

    Really appreciate your input. Thank you