Handset Tests

To ensure that the fault you are expirencing is defiantely a handset related issue and that it is suitable for return to ICON we ask as a minimum that the following tests are completed. This section looks at each question asked on out returns form and describes how you might perform each test.

The fasted method of obtaining confirmation about these test or wether other tests might be neccessary is to ask the engineer to call ICON from the customer site on +44 1727 730007

1) Have you swapped the battery with a known to be good battery?

Swapping the phone battery with a know to be good battery (i.e. a battery that works in another phone). This is a simple test that resolves the majority of faults. Please note as a reminder batteries are not covered under warranty but can be purchased separately from ICON.

2) Have you inspected the phone for damage beyond normal use?

This is purhapse the simplest of tests to perform. It is a simple inspection of the outer casing noting any damage such as: a cracked screen, burnt keys or cracked casing. In all of these cases the phone would not be covered under warrently and would also therefore not be covered under ICONs fixed price repair scheme. In other words deliberate or accidental damage of phones will require the replacement of the phone with a new one. If the phone however fails under normal use it will be covered under warranty or if outside the warranty period a fixed price repair will be offered.

3) If this fault is related to dropped, lost calls, bad audio or no coverage have you taken steps to qualify that it is definitely a handset issue?

This is the most difficult of tests to perform since it requires time onsite to confirm or deniy this issue. We often hear that a dealer has swapped a handset and the fault has disappeared based on customer feedback. However customers are often just please to have a new handset and then after a honeymoon period they complain again about the same fault.

Coverage issues relate to not only coverage in terms of radio signals but also available speach paths and handover capabilities. Hence with this type of fault the symptoms of the fault need to be carfully established and followed up. You must also remember that ICON will need to reproduce this fault within our test lab hence this fault should also be repreatable onsite. None of this testing is diffcult to perform however they will take time to perform, it is well worth spending the time on these tests and documenting the results to ensure a speedy and pain free resolution. Avoiding these test will cost more in the longterm.

Gathering symptoms:

• What is the fault
• When does this happen
• Can it be reporduced
• How often

 

4) Have you made reasonable effort and enquiries to ensure the phone is not water damaged (if the phone is water damaged it can not usually be repaired and is NOT covered under warranty)?

A simple visual inspection of the handset will help to confirm or deny this: Are the charging contacts rusty? Is the display misty, or show signs of water. If you open the battery area are there signs of water penetration? Finally you check with the customer and confirm that it has not been subjected to excessive water damage -point out that a NFF fee will apply if it is found to have water damage.