What's the problem?

Water corrodes the metal in a phone. The corroding metal can't conduct an electrical current properly from one component to another - so the phone malfunctions, or dies.

All mobile phone manufacturers say the warranty is void if water damage is detected. And they reckon they can detect it - water damage leaves visible moisture or oxidisation on the circuit board or other components inside the phone. Most phones also have a number of moisture indicator stickers inside that change colour when they come in contact with water.

Former Consumer adviser Angus McLeod says repairers charge $50 to $70 or more just to inspect the phone - although they may refund this if the problem's not the customer's fault.

"In virtually every case we've seen the company or repairer always has the same line: 'no, you'll need to go and buy a new phone - and you still owe us the inspection fee.' They don't seem to care. These things are still within the warranty period or are less than two years old."

Case studies

Screen failure

Daniel Claus told us he bought a $300 Samsung W531 mobile phone from Nelson retailer Leading Edge on 10 March this year. Less than a month later, the LCD screen failed.

Daniel paid $55 to have the phone sent away to be checked for faults by Telegistics, a Telecom-owned mobile phone repairer. Two weeks later, Telegistics reported that the phone had water damage and wasn't repairable. As well, the warranty on Daniel's phone was void because of the water damage. So he'd have to pay the $55 inspection fee and replace a $300 phone that had lasted less than a month.

Daniel maintains he never took the phone out of his bag when it rained. He's also insistent the phone never got wet in any way. Daniel lodged a complaint with the Disputes Tribunal. Before a hearing date was set Telecom came to the party and offered to refund the phone's cost and the repair fee.

Crackling sounds

Anna Wilson's Motorola V3 mobile phone started playing up 15 months after she bought it. When the phone started making crackling sounds and giving a high-pitched tone, Anna took it back to the shop - Digital Mobile in Tauranga. According to Anna, the store opened up the phone and said there was no water damage: the moisture indicator under the battery was white (which means no moisture).

The phone was eventually sent to Mobilefone Repair in Auckland to be checked. Anna was astounded to find Mobilefone Repair had found water damage: "They read out the report over the phone and said the indicator had begun to turn pink" (indicating moisture).

Anna received a copy of the report and a photo of the indicator two weeks later. The indicator was now bright red. The report said: "Liquid damage found on pcb, the indicator shows red, and components already damaged on board. Warranty declined ... phone is not repairable." Anna is positive that she's never dropped the phone or had water on it.

Digital Mobile has now waived the inspection fee but Anna is still left with a damaged phone.