Warranty was for phone that didn’t need fixed

KAREN REID'S phone stopped working so she went to her local O2 shop to inquire about repair

The saleswoman had good news, she said this would be covered under warranty as her phone was less than two years old – but it would have to be sent for repair.

This was fine, but left Karen without a phone.

Her contract was, however, soon up for renewal so she spent £60 to pay off the final three months and upgraded to a new handset.

Karen was very happy with her new phone.

What wasn’t explained, however, was that her warranty immediately transferred to the new phone.

She got a text from the repairers, advising that she was liable for £126 to fix the fault on the old handset. Having gone into an O2

shop in Aberdeen to discuss this. Karen wasn't getting anywhere. It has become normal these days, to sell or trade in old phones. They can be worth a lot of money especially if, like Karen, you keep your phone in tip-top condition.

Raw Deal had a quiet word with 02.

They apologised, saying: “We should have informed Karen that the insurance claim would transfer to the new device and not be applicable for the device sent for repair. We apologise for this not being clearly explained and for the experience she had when speaking to the store manager.

“The repair for the old device is £124.99. As a gesture of good will we applied a credit for £64.99 to Ms Reid’s account which allows for the £60 excess due on an insurance claim.”