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Phone Damaged During Shipping
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blawford
Posts: 38 Forumite
Hi,
My girlfriend had an issue with her mobile phone where it turned off during normal use and then would not boot back up again, just gave an error message.
The phone was about a year old and had a two year warranty so I arranged a return to the manufacturer, Microsoft. They took the details online and I chose a pickup date, they gave me instructions to package the phone and wait for collection from UPS.
I packaged the phone in a small box and then in a padded Jiffy envelope, UPS came and collected it the next day. After another day or so I got an email saying the phone was on its way back, unrepaired, to be due to it having damage outside the scope of the warranty, when I received the phone back the screen was smashed.
I have been arguing with Microsoft via various communication channels since, telling them I didn't send them phone with any physical damage. In response all they keep telling me is that UPS reported no damage and their engineers received the phone in this condition, basically implying that I sent a damaged phone.
I understand things from their perspective and that there is no way to prove that the phone wasn't damaged before I sent it, it just annoys me that I did everything they asked of me and I am left in this situation.
Basically in my mind it seems that as they arranged the courier and didn't take any steps to verify there was no physical damage at the point they took receipt of the phone that they should be liable for the condition it is now in. They sent a checklist of things to do before sending, if one of them had been to take a picture of the phone's general condition (say with a RMA number on a piece of paper underneath the phone to verify timing), or had me take it to a store of some kind where someone looked it over, we wouldn't be in this position.
So, is there anything I can do about this?
My girlfriend had an issue with her mobile phone where it turned off during normal use and then would not boot back up again, just gave an error message.
The phone was about a year old and had a two year warranty so I arranged a return to the manufacturer, Microsoft. They took the details online and I chose a pickup date, they gave me instructions to package the phone and wait for collection from UPS.
I packaged the phone in a small box and then in a padded Jiffy envelope, UPS came and collected it the next day. After another day or so I got an email saying the phone was on its way back, unrepaired, to be due to it having damage outside the scope of the warranty, when I received the phone back the screen was smashed.
I have been arguing with Microsoft via various communication channels since, telling them I didn't send them phone with any physical damage. In response all they keep telling me is that UPS reported no damage and their engineers received the phone in this condition, basically implying that I sent a damaged phone.
I understand things from their perspective and that there is no way to prove that the phone wasn't damaged before I sent it, it just annoys me that I did everything they asked of me and I am left in this situation.
Basically in my mind it seems that as they arranged the courier and didn't take any steps to verify there was no physical damage at the point they took receipt of the phone that they should be liable for the condition it is now in. They sent a checklist of things to do before sending, if one of them had been to take a picture of the phone's general condition (say with a RMA number on a piece of paper underneath the phone to verify timing), or had me take it to a store of some kind where someone looked it over, we wouldn't be in this position.
So, is there anything I can do about this?
0
Comments
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You have no evidence of the phones condition before collection ???
If you had then you would not be in this position of a 3 way argument .
Probably the commonest warranty rejection is for damaged screen .0 -
So the only protection it had was the jiffy bags padding?
Did M$ supply the packaging?0 -
No, they didn't supply the packaging. In my opinion it was packaged well enough though.
And your opinion is based on?
Packaging for a courier should be bubble wrapped, inside a jiffy bag/cardboard box with an additional cardboard box upon which the label is attached (when its shipped to you if mail ordered its in the retail box, with an additional padded box round it).
You're not covered here.0 -
Since when did Microsoft manufacture phones? I thought all the Microsoft Windows phones were manufactured by Nokia etc.0
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TadleyBaggie wrote: »Since when did Microsoft manufacture phones? I thought all the Microsoft Windows phones were manufactured by Nokia etc.
Microsoft bought Nokia a while ago.
But that's not relevant to the OP's issue.0
This discussion has been closed.
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