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Faulty device replacement by HTC?

Hi all,
As it seems most of us suffer from the faults the early version of TP came with.
I myself have a hot GPS that looses connection, my black paint is comming off the alaluminum part of the housing, my speaker volume is way to low to understand the caller,...
As I disvovered all this problems during the first days of testing, I asked the retailer (2call.nl) to take back my TP and replace it with a non faulty one (if HTC has already implemented counter measure for all this faults), or at least a slightly better one (I would continue the exchange process with HTC until I got what I expect for 500 EUR).
Unfortunately not only the TP device is below my expectations, but also the service.
2call refused to take my device back, as I already used it.
For two weeks I am writing mails to 2call and HTC to teach those people in European law (two weeks retun right even without reason).
HTC confirmed this, but can unfortunately not help me directly. Changing my TP has to be done by the retailer, HTC said. All They can do is send it in for repair (to EuroTwice.be).
Now my questions:
Did anybody here managed to get his device replaced by a new one from his retailer (or maybe by HTC directly)?
Any experience with EuroTwice? Are they fast, good organised, reachable by phone and speaking english or german?
I am leaving to Japan in two weeks, and want to get a working TP device before I leave.
With the current service disaster I am in, this however seems to be mission impossible.

If your getting pealing paint then your device has more than enough reason to be replaced. That alone while cosmetic is covered under normal defects and faults. Remind the company of that.
You should get a replacement. If they refuse again threaten youll be in touch with your [Netherlands equivalent] of trading standers as they are breaking eu trading laws.

HTC is perfectly correct, your contract is with the shop that you purchased it from, im not sure about your local law but using UK law it firstly isnt fit for the purpose it was intended, secondly so long as its not down to ware and tear or missuse you can claim its faulty, both of these are grounds for refunds let alone repair. The question usually centres around wether or not it was missused, ie excessive heat applied or water, which is why the store you purchased it from would send it to an authorised HTC centre for repair or replace.
your out side of the distance selling act of 14 days so thats not usable, your only course of action is to demand it retured to the manufacture for evaluation due to manufacture defects, its important to point out to the shop that its not them your enoyed at, if you go barging in with a i know my rights atitude they are unlikely to help you, also speak to the boss during the week, you may have spoken to a part time supervisor pretending to be boss esspecially at the weekend
Failing that, phone their head office making sure you get the names of everyone you speak too, and finally last resort contact your local trading standards office, its important you try all avenues before going there tho.
good luck!

Poor HTC Customer Service

I dropped my Sensation and the glass cover of the screen smashed so I sent it back for repair which I fully expected to pay for. What I didnt expect was for them to also charge me for a new Mainboard. I called to query this and was told that the the bootloader had been changed, they had to replace the MB to lock it again in order to provide me with a warranty for the repair.
I explained to them that I thought this was nonsense and I was not fussed about a warranty and just requested that the screen was repaired.
As the phone was dropped, I wouldnt have thought for a minute that the phone would be fixed under warranty so what is their beef?
Was there not a press release from HTC saying that they were going to remove S-On from new devices? Does anyone have a link to this?
I'm now left with the option of paying £260 for the repair or have it returned for £23 which I'm thinking of doing then selling it on ebay.
Pretty gutted and disappointed at HTC

They weren't going to remove S-ON, they have offered the ability to unlock the bootloader. 2 VERY different things
It does seem a bit rubbish they've done that, though. They shouldn't care what else is up with the phone if all you want to do is pay for the repair of the screen

Ah, that makes sense.
Yup, I'm pretty upset to be honest that they've got me over a barrel regarding repair.

de-v8 said:
Ah, that makes sense.
Yup, I'm pretty upset to be honest that they've got me over a barrel regarding repair.
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I'm sorry to say that this isn't really anything new. My experience of HTC customer care in the UK is that they are absolutely awful from start to finish. At one point I swore I would never buy another one of their devices, but briefly owning an Acer and a Samsung revealed problems too.
If you search you'll find various complaints on XDA from people who have sent in phones with one problem only to find they have another on arrival despite careful packaging (the screen is suddenly broken, it is suddenly water damaged etc).
It might just be whoever HTC uses to do servicing and warranty work in the UK and not HTC themselves that are the problem. I don't know enough about this so I am only guessing, but I would suggest it might be worth trying to get hold of someone in HTC Europe/Worldwide and asking them to intervene on your behalf. Just emphasize that you only want to pay for the screen to be repaired and that if some gorilla has broken the main board whilst trying to replace it, that simply isn't your fault (I'm guessing that's what has really happened). Try emailing a tech site like Crave for some publicity? If HTC are insisting on charging everyone who sends in a phone with a broken screen which also has a custom ROM on it for a new main board.....well, that's just plain wrong isn't it?

My sentiment exactly.
I'm not expecting a warranty, although it would be alarming to get the unit back fixed to find another fault.
Surely the whole point is that I've requested a repair that I'm happy to pay for, they're demanding on a much bigger and unnecessary repair to fulfil it.
WRONG

I don't really understand why the firmware would need to be locked to guarentee a screen repair anyway? And why wouldn't they just flash new firmware to the existing phone - why would the main board need to be changed? People flash back to original firmware here all the time. It just doesn't smell right to me, but once again, I am FAR from an expert on the subject. You could just call their bluff and ask for the phone back and pay the return fee.
If you're in email correspondence with them and they haven't already done so in writing I'd ask them to put into writing why replacing the screen requires a new main board; why does new formware have to be flashed to the device to guarentee a hardware repair? Why can't the new firmware be flashed to the existing main board? I'd also exlpain as politely as possible that you are disatisfied with their explanation and ask them for a point of contact directly with someone at HTC to act as an ombudsman, or just tell them that you'll be contacting HTC directly to ask them to interevene.

Sounds like pure scam. It would be equivalent to dropping off your car for a windscreen repair and being told you need a new injection system because the exhaust has been modified. If you don't pay for the new injection system they can't fix the windscreen but you can have your car back unrepaired for $100 fee. Obviously the mechanic would be in court for fraud very quickly if someone took it to the police.
What we have here is some dodgy individuals preying on the general public, I can say this is not typical of HTC service in my country at least. I wonderful if they would even change the mainboard or simply flash an ruu and claim they had done so. Don't know what legal recourse is available in the UK but you should at the least report the matter to HTC global. These scumbags are after all damaging the reputation of the HTC brand and I'm sure that if they receive a number of complaints they will have to do something about the situation.
Sent from my Acer Iconia A500 using Tapatalk

Same story over and over...
http://www.google.co.uk/search?rlz=...id=chrome&ie=UTF-8&q=bad+htc+customer+service

bonesy said:
Same story over and over...
http://www.google.co.uk/search?rlz=...id=chrome&ie=UTF-8&q=bad+htc+customer+service
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After reading some of those I'm glad I live in a country where that kind of behaviour is illegal under consumer protection laws. Looks like I was wrong when I said that sort of behaviour isn't normal of HTC worldwide. It appears the only reason HTC behave here is that they would get murdered by the legal system, not to mention the negative publicity attached to that.
Sent from my Acer Iconia A500 using Tapatalk

dr.m0x said:
After reading some of those I'm glad I live in a country where that kind of behaviour is illegal under consumer protection laws. Looks like I was wrong when I said that sort of behaviour isn't normal of HTC worldwide. It appears the only reason HTC behave here is that they would get murdered by the legal system, not to mention the negative publicity attached to that.
Sent from my Acer Iconia A500 using Tapatalk
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Click to collapse
It's really weird because we have a pretty robust Sale of Goods act over here, but even that doesn't sem to count for that much these days. In theory goods have to be fit for purpose and, in theory, last a certain length of time - if not, a consumer should be able to return the item for a refund. These days however, even in retail stores, if something fails outside of 28 days many places insist on having it repaired. Online retailers often insist that one sends a phone back to the manufacturer for repair if it fails after a month which simply isn't right.
We're also fairly well known for putting up with higher prices in the Uk than other parts of Europe and the rest of the world. It's bizarre, but we just seem to take c**p from our retail sector here in the UK, whether it be cars, phones or tvs.
You'd think bad publicity would force the likes of HTC to really raise their game, but it just doesn't seem to (although, unfotunately, the fact that de-v8 has actually managed to get hold of HTC customer support more than once IS an improvement; way better than my experiences in 2008/9).
Tech journalists over here don't help us either. So many just hype the hell out of everything and get on board with the marketing claims manufacturers make about a new chip or a CMOS sensor and don't point out obvious discrepancies or flaws. Well, sometimes they do so belatedly by saying 'oh yeah the HTC Touch Pro always was dog slow because the VGA res. screen and TouchFlo always was too much for the SoC. Of course, a year earlier they had claimed it change one's life for the better ; )
Obviously this doesn't help de-v8 as his scenario is slightly different as it was a paid repair in the first place, but he's clearly being fleeced.

Should have replied sooner.
HTC offered me a full repair free of charge. It pays to stand your ground!
Sent from my HTC Sensation using TapAtalk

My customer service experiece

Hi all, long time listener first time caller and all that...
I thought it would be a good idea to post up here my customer service experience so others can hopefully learn from my mistakes.
I bought a note 3 sim free from phones4u in the uk, when i first used it i tried to install kox, this failed and on to google... many people had this problem, so i called samsung and they said i need an enterprise licence for it - bull sheet
Then i noticed the proximity sensor ddnt work, again a very common fault.
I went to a store within the 28 day exchange period and told it was too late as they are about to close, as i work away abroad i couldnt take it back i the 28 day period so when i finally got to taking it back, i was told it needed to be sent off. This is not true as the sales of goods act entitles me to a replacement due to the faults existing from new.
After much arguing with customer services, i was told tough. I wet in to a store with all my notes and paperwork in hand, they agreed to replace it.
The new phone works fine, the proximity sensor is perfect and guess what... knox works fine.
Goes to show that even samsung tech suppoort even get it wrong, also, phones 4u also think that the sales of goods act does ot apply to them.
I hope this information is useful to someone.

Phones4U here in the UK are notorious for being Idiots. always have been. They are just sharks, you walk in and they swarm around you like the pretty boy who has never had a job does. And yap in your ear, yet you aska technical question and they look at you like sheeeeeet dude knows stuff!
I bought a phone from them many many years ago and had issues with it they wouldn't swap and argued. In the end I won. -- I vowed I'd never buy from them again.
That being said... I bought my HTC One there (red version) as it was cheaper and Red was exclusive to them, and I purchased my Note 3 there (which worked out a tenner cheaper too!) because Carphone warehouse didn't have any in stock.

radicalisto said:
Phones4U here in the UK are notorious for being Idiots. always have been. They are just sharks, you walk in and they swarm around you like the pretty boy who has never had a job does. And yap in your ear, yet you aska technical question and they look at you like sheeeeeet dude knows stuff!
I bought a phone from them many many years ago and had issues with it they wouldn't swap and argued. In the end I won. -- I vowed I'd never buy from them again.
That being said... I bought my HTC One there (red version) as it was cheaper and Red was exclusive to them, and I purchased my Note 3 there (which worked out a tenner cheaper too!) because Carphone warehouse didn't have any in stock.
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Click to collapse
They were the only place that could sell me the phone sin free. Also the only place to have the s view cover in.
To be fair, the manageress had to go in the back to kick off at head office as they didn't want to swap it out.
Just gutted I updated to MJ7. . . Could have done with rooting it but don't want 0x1 just in case it develops another fault.

Only issue I had with MJ7 was an Android OS drain, which was a launchers fault (which I have since removed), tbh my battery is superb! 30 hours or so average.
As for the KNOX issue, I just went ahead and tripped mine. I dare them to even not replace mine if something goes wrong, EU directive etc, plus I'll make such a stink about it they'll have no other option. So fudge them!!! -- (plus I have insurance in worst case scenerio lol but that has an excess charge...)

Sorry to hear Phones4U are still trading.

50.00 deductible for 600.00 phone, should I be worried?

Today, while running with my son on a nature trail, a freak accident happened. The stroller hit a rock in such a way it launched my phone from a holding pouch into the air and onto the ground shattering the screen. (i run over 75 miles a month for the last two years, so never dreamed of this happening) I was devastated, especially since it's a month old and since i'm one NEXT i can't really afford an extra 200 bucks. I went onto the phoneclaim website and tried to file a claim, initially telling me my deductible was 199.99 but my g3 wasn't listed and it told me to call to file the claim.
So, I call the number, speak to someone. She asked me about the damage, and what accessories if any i was claiming. I told her just the phone, no accessories or sim card - since that stuff was in tact. After putting me on hold, she asked me about the color of the phone, repeated the LG G3, asked me to verify identity questions (which amounted to my street address) and said that my deductible was 50.00 which would be applied to my bill. Now, i said
"not that i'm complaining, but this is the 32gb white LG G3 we're talking about, correct? "
"she replies yes sir"
"I said not only did the at&t rep tell me 199.99 when i signed up for the insurance, but the website also told me 199.99 when i entered in my number"
"she said I wouldn't complain either sir, it states 50.00 here with 1-2 business days shipping"
So, what are the odds something bad is going to happen here?
Ie: the wrong phone replacement, not a phone at all, but like a battery or something... i dunno.
Just can't wrap my mind around everyone saying 199.99, then being told 50.00 for 600 phone. ....
should I be worried?

Did they send you a confirmation email? If not, call back with the case # and get them to email that to you.

Storm T said:
Did they send you a confirmation email? If not, call back with the case # and get them to email that to you.
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Click to collapse
They did, but all it states is that the claim is been received and being processed and a tracking number will be provided once it ships.

I'd imagine you're good to go at $50 since she told you that.

Storm T said:
I'd imagine you're good to go at $50 since she told you that.
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It's a good thing I went back to the site.
They had me for a replacement of the G3 VIGOR, not the G3 D850. When I called back, they asked me a ton more questions plus i have to sign an affidavit and send in a copy of my license. Then she told me an adjuster would call me and let me know if it would be replaced or not. She also said had i not called back i wouldn't have even gotten a new phone because the last person screwed up.
But, seriously... what am I paying insurance for if they will let me know about the replacement... i'm pretty sure we pay insurance for this exact issue.
I dunno, what a headache.

That sucks! I've replaced one that way before and I never had to give them a copy of my license? I'd sure be *****ing. Good luck!

Unfortunately this happened to me a week after I had my phone. The deductible was 165$ & they tried to give me an lg g2. Luckily I called back and had it fixed. It was a quick yet expensive lesson. And yes, I had to do the same with my license and an affidavit. Hope it goes well for you.
Sent from my LG-D850 using XDA Free mobile app

petros855 said:
Unfortunately this happened to me a week after I had my phone. The deductible was 165$ & they tried to give me an lg g2. Luckily I called back and had it fixed. It was a quick yet expensive lesson. And yes, I had to do the same with my license and an affidavit. Hope it goes well for you.
Sent from my LG-D850 using XDA Free mobile app
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Click to collapse
No such luck for me. I've had my claim denied twice now. I've filled out three affidavits, sent in various pics of the phone and barcodes, license etc. I've mad a trip to the AT&T store all to no avail.
The reasoning is all very vague, like telling me my time of occurrence and date of last usage don't match, or that they've even tried telling me i don't own a G3 lol.
Worst experience ever...
I'll end up trying to contact LG and see if i can just get them to replace the screen for the 200 bucks it will cost or whatever.
sigh.

st0nez0r said:
No such luck for me. I've had my claim denied twice now. I've filled out three affidavits, sent in various pics of the phone and barcodes, license etc. I've mad a trip to the AT&T store all to no avail.
The reasoning is all very vague, like telling me my time of occurrence and date of last usage don't match, or that they've even tried telling me i don't own a G3 lol.
Worst experience ever...
I'll end up trying to contact LG and see if i can just get them to replace the screen for the 200 bucks it will cost or whatever.
sigh.
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Click to collapse
That's weird that they say your " time of occurrence and date of last usage don't match"
Are you rooted and did you remove lots of apps like carrierIQ?
Do you think they are just BSing you?
Lol this makes me want to cancel my insurance...
Sent from my LG G3

Craleb said:
That's weird that they say your " time of occurrence and date of last usage don't match"
Are you rooted and did you remove lots of apps like carrierIQ?
Do you think they are just BSing you?
Lol this makes me want to cancel my insurance...
Sent from my LG G3
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Now that you mention it. I am rooted, i removed the bloat and carrierIQ the day I got the phone.
I might just have to send my phone to LG for a screen repair and call it a day. I'll keep you all updated when they deny my claim again tomorrow lol.

Insurance on anything that depreciates like a smart phone is a scam. I would never and have never gotten phone insurance. I keep one old phone at all times just in case this happens.

t1n0m3n said:
Insurance on anything that depreciates like a smart phone is a scam. I would never and have never gotten phone insurance. I keep one old phone at all times just in case this happens.
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Click to collapse
I would normally agree. I've only ever gotten insurance once, and it was for this phone. I also kept my galaxy s3 just in case this very thing happened. But, since i'm on the next program, i'll be damned if i'm paying 600.00+ for a phone that i can't use, even if it means i have to fork out extra for a replacement.
All that said, they actually approved my claim after several denials - nothing ever changed with the paperwork.
Now i just have to keep my fingers crossed that i get a new g3 replacement (or damn near like new referb). I hope it's not a heap of junk replacement like i've read in other stories about asurion.
Now, i've actually heard great first hand things about square trade insurance, cheaper payments, cheaper deductible, and no questions asked claims. some folks my wife and I work with use it and had nothing but good things to say about them, which is where i'll be headed to after my replacement.

*Shrug* Whatever floats your boat. Cracked screen repair for the G3 is about $150 direct from LG. They are going to send the phone to LG to repair it. Probably at a volume discount. They probably make a ~$100 profit on the G3 every time someone uses their warranty. Every phone claim is a profit for the company. If it is not, then they deny the claim. This is why I call it a scam. You are paying them monthly for the privilege of maybe having to let them profit off of you.
---------- Post added at 04:15 PM ---------- Previous post was at 04:08 PM ----------
st0nez0r said:
Now, i've actually heard great first hand things about square trade insurance, cheaper payments, cheaper deductible, and no questions asked claims. some folks my wife and I work with use it and had nothing but good things to say about them, which is where i'll be headed to after my replacement.
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Click to collapse
Haven't heard of this before, this looks like much less of a scam than the Assurian BS scam.
Interesting! Thanks for mentioning it.

I just get a rubber tpu bumper case and a screen protector and forget the insurance

Hi st0nez0r,
We’re glad to hear that ultimately we were able to get this resolved and a replacement device is on its way to you! This is not a typical experience and we’d hate to lose a valued customer. While we understand that paperwork is never fun we have the affidavit process in place for your protection. This helps prevent fraudulent claims against your account and helps keep premiums from rising. We recognize the cost associated with replacing a device which is why it’s our goal to help our customers save money while also getting them reconnected quickly should they experience a covered loss. In addition to covering physical damage, we also cover liquid damage, loss and theft; where most do not.
While we do use both new and certified-like new devices, keep in mind, all replacements come with a 12 month limited warranty. Should you experience any warranty failure, we’ll replace the phone at no additional cost.
We appreciate you sharing your experience, as it helps us to improve the services that we offer. Please let us know if you have any other questions or if we can be of further assistance.
Thanks,
Asurion Social Media Team @AsurionCares
www.phoneclaim.com

AsurionCares said:
Hi st0nez0r,
We’re glad to hear that ultimately we were able to get this resolved and a replacement device is on its way to you! This is not a typical experience and we’d hate to lose a valued customer. While we understand that paperwork is never fun we have the affidavit process in place for your protection. This helps prevent fraudulent claims against your account and helps keep premiums from rising. We recognize the cost associated with replacing a device which is why it’s our goal to help our customers save money while also getting them reconnected quickly should they experience a covered loss. In addition to covering physical damage, we also cover liquid damage, loss and theft; where most do not.
While we do use both new and certified-like new devices, keep in mind, all replacements come with a 12 month limited warranty. Should you experience any warranty failure, we’ll replace the phone at no additional cost.
We appreciate you sharing your experience, as it helps us to improve the services that we offer. Please let us know if you have any other questions or if we can be of further assistance.
Thanks,
Asurion Social Media Team @AsurionCares
www.phoneclaim.com
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Click to collapse
This was quite unexpected but appreciated.
Honestly, In terms of cellphones, dealing with Asurion was one of the worse experience I've ever had in the history of owning a cell phone. While I understand the need for paperwork and whatever various methods you use to combat insurance fraud,
beyond those measures is where I had the real problems:
Dealing with rude/obnoxious customer support representatives (just one, but one too many.)
The run around game. Sending me to an AT&T store to obtain info, then to be belittled by another rep for doing what I was initially asked to do. (referring to the same rep as above)
Lack of information and communication during the process. In some cases I didn't get a call or email explaining why my claims were initially canceled. I had to call back for that info.
The website is not all that great either. one example would be filling in your first/last name, phone number, email, and social just for an update. How about a tracking number process or something.
No option to contact/talk to support after paperwork is submitted for review. If you have questions/problems you can't speak to anyone during that process. You're greeted with a phone message stating your stuff is under review and that you'll be contacted. then hangs up on you. I guess this is in place so work can actually get accomplished without being overwhelmed by calls, but still...
In the end I did receive a brand new replacement device. The return process was also a snap.
I've learned my lesson at any rate. I invested the extra money in a spigen slim armor case and tempered glass protector.
Thanks for replying to this post.

I almost had a similar experience with Asurion, but ultimately a good one. It all started with initiating my claim over the phone, just to discover no record of my claim upon following-up. The follow-up rep offered to resubmit or direct me to the website, where I'd be able to print documents required and receive confirmation/ updates upon successful submission.
After downloading, printing and competing the affidavit, I was able to scan and upload, along with my ID. This took less than 15 minutes.
I had a brand new phone, shipped from AT&T within a couple days. I've been a wireless dealer, and the Asurion representative's explanation about hurdles preventing fraud are entirely valid. The $200 deductible + my first monthly premium is not a scam- they ate maximum money on my claim, particularly as my replacement was NOT refurbished. I'm still only paying AT&T for one phone. Asurion bought the majority of the other. My deductible will be used to minimize the loss, likely through repair and reuse for a future claim. Loss/theft is an even bigger loser. Their money is made from premium revenue that exceeds claims expenses.
While it sounds like they could tighten up their call centers, if Asurion has replaced your $600 phone, they've certainly not robbed you.
Sent from my LG-V410 using Tapatalk

This is why I never use the carrier insurance it sucks and the more the customer service... All my devices I always go with SquareTrade, only $5.00 a month and $75.00 deductible.

[Q] HTC U11 - Cracked Screen - Parts?

Hello all,
Anyone know of any issues with HTC's supply chain for replacement LCD's?
My U11 is cracked after a drop on the road.
My insurance company (O2 Insure) cannot replace or repair my device, as there isn't stock.
HTC UK have advised they can take the phone in, advise me how much the repair will cost and return it.
Although judging by others on this forum and on Twitter, repairs are going slowly or not at all.
Is anyone in the same situation as me?

I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.

josding85 said:
I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.
Click to expand...
Click to collapse
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.

My HTC U11 also cracked!
My U11 is also cracked and it is out of guarantee because it is an user mistake. I have never seen such a sensitive phone. I am living in Turkey and replacement part cannot found. I do not know what to do, just I am frustrated.

patela20 said:
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.
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Click to collapse
FYI, all contract phones through o2 are fully insured for the length of their contract, within the contract itself. Should anything happen to your phone and it is still within its contract just call o2 support on 202 and speak to an advisor. The reason they cover the phone is to get their full money, they must ensure you have a working phone otherwise you may be able to pause or 'squeeze' out of your contract early and no carrier wants that.
Not only that, you're paying over a grand for that phone in the long run so it's only fair they insure it for a few pence too..