Phone warranty repair?

FarmerGilesUK

Last week, I sent my daughter's Galaxy S3 off to Samsung for a warranty repair as the display wasn't working (all black, no LED backlight etc).

Just had an email from Samsung saying that the repair isn't covered under warranty as the glass is cracked.

They attached a photo of the phone which does indeed show a huge crack right across the display and a visible chip in the glass at one end of the crack.

Now my wife and I might be old ***s with less than perfect vision but there's no way we could have failed to notice that. We both checked the phone out carefully before sending it back as there'd be no point in trying to get a cracked screen fixed under warranty anyway.

Apart from a few minor nicks around the edge of the case the phone was in pretty immaculate physical condition.

IMO the only way this damage could have occurred is either in transit or it was dropped by someone at Samsung.

Obviously, I'm pretty angry about this and don't really know how to approach it.

Any advice?

grumbler

Personally, I would have taken good photos of the phone outside and inside before sending it away - but maybe it's just me.

Also, I would have used a decent cardboard box to prevent possible damage in transit. Was it the case? If it was, you can try claiming some compensation from RM.

FarmerGilesUK

I did think of taking a photo but a Galaxy S3 is an S3 and there were no identifying marks so didn't see much point although I wish I had now.

Postage wise, they sent the packaging pre-paid, which was one of these fold out boxes with the phone suspended in the middle.

Assuming the packaging wasn't wrecked when it arrived at Samsung, its hard to see how it could have been damaged in transit. However the fact remains that it is damaged now and definitely was not when I posted it.

Both my wife and I inspected it closely before we contacted Samsung in the first, as we all know that if the screen was broken etc they wouldn't repair it under warranty.

It does say on the posting receipt that it was insured so I will probably go that route with them.

Rgds