Moisture in charging port

[Whisperz]

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Hi

Three months ago I paid for a new charging port as I was getting the error that there was moisture in the charging port.  I have now just got this again! Surely a new one should last longer than 3 months?

I have an A52s which does not support wireless charging so I am unable to charge my phone at all, I have tried all the technical 'fixes' while I had battery, clearing the cache etc.

There is no debris in the port and no moisture, I do not take my phone into the shower and it has not been in the rain, I was just sitting on the sofa when it happened (same as before).  

I'm at the point where I'm looking at getting a new phone now, that supports wireless charging as it looks like this is an issue across the board, but I like this one as it has a 3.5mm port for my headphones!! Unfortunately I cannot charge it so that I can back it up...

What do i do?

[Ali_A]

Hi @Whisperz 

Welcome to the EE Community

As you're facing the same problem again, you'd need to contact Customer Service on 150 from any EE line, or 07953 966 150 from any phone, where the technical team will be able to look into why you're facing the same problem again, and go through the options for repair or replacement. 

Ali
 

[bristolian]

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@Whisperz wrote:

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Three months ago I paid for a new charging port

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Whom did you pay for this repair? Did the repair come with a warranty?

[Whisperz]

I am unable to speak on the phone and there isn't an option to message the technical team.  I imagine they will say exactly what they said last time though.  My point is I only had it fixed 3 months ago and I am unable to charge it to back it up!

[Whisperz]

I have it repaired at an EE shop.  I cannot find anything either in my paperwork or online about repair warranties, unfortunately I am unable to speak on the phone so cannot call the shop.

[Alex_H]

@Whisperz With regards to our repair warranties, if your phone was within the warranty period but damage had voided the warranty, once repaired by us the original warranty period would be restored.  Samsung phones have a 24 month warranty from purchase. 

Devices that are out of warranty and repaired by us would have a 3 month warranty on the repaired part from the date of repair.

Though of course any warranty would be voided by damage, including water damage which would only be possible to determine with a physical examination by a technician who would be able to confirm if any repair would be covered by the warranty or not. 

I know you mentioned looking into getting a new phone but worried about not being able to back up the old one. You may already have the phone backed up as usually phones will be set to an automatic back up to the cloud. The back-up would either be set to your Samsung or Google account in most cases.

Alex



 

[Whisperz]

Thank you for your response.  This originally happened just outside the 2 year warranty period, and unfortunately, if the warranty period for repairs is 3 months, it happened 2 days outside of that period now too 😭

The temporary back up I did last time was deleted after a month so I don't know if is backed up at all, either way I'm unable to send it for repair as I cannot turn it on to take of my fingerprint authenticator or to wipe it, which appears to be a stipulation.

[Michael_D]

Oh no, that is bad timing @Whisperz 

You can certainly take it back to the EE store to see if they are able to send it off for repair again, but if it is outside the 3 months warranty, it may well be chargeable.

While they do ask for devices to be wiped and for biometric authentication to be removed, there are circumstances such as this where it is not possible to do it if the phone won't come on at all.

Michael

[Whisperz]

thats good to know that they will be able to help me even if I cannot remove my biometric authentication.  

Do you happen to know if there is a way to contact EE insurance that is not via phone call?  I have been through to CHUBB but I am getting a server error continuously.  As my luck would have it the old mobile I was using temporarily overheated and now will not charge so I am unable to make any calls at all.  My circumstances are such that I do not have access to another phone and I am unable to get to a store at present.

[Leanne_T]

Morning @Whisperz 

Thanks for coming back to us. 

If you are unable to call or visit an EE Store, please see our What Should I Do if I Have a Problem with My Device? Help page which has an option for an online troubleshooting tool you can use. 

Hope this helps and you get something sorted 🙂

Leanne.