How do I prove dodgy repair by Ologic DVS?

cc99

My daughters iPhone 6 got run over by our car and my insurance Churchill were brilliant they got a company called Ologic or DVS to look at the phone. It was deemed repairable and was returned to us with new screen and digitiser. Everything seemed fine but after having the phone back for just under a week my daughter told me the screen had started to push in when she was doing anything and I compared it to mine and yes when you pressed it the screen was definitely pushing in.
We were in a hotel at the time so I couldn't do anything till we got Back home on the Saturday eve. On the Sunday however my daughter went to work and she took the phone out her bag and the screen had developed a crack accord the top where the ear area is she pulled back her screen protector and the glass came away. I phoned Churchill on the Monday and they put me back to Ologic who I explained about the moving screen etc and the crack that appeared on the Sunday so they collected the phone the next day. Then on Friday last week I never heard anything so I phoned olgic to be told that their warranty was void as the phone had been damaged due to trauma of being dropped������!
I was adamant that this phone had NOT been dropped and explained that the screen had been moving on the Friday eve, he said there was NO record of having told them that and he would get someone to check it again. Alarm bells rang that he was telling me there was no record of the screen moving so I phoned Churchill and rather than being helpful and understanding tha woman was rather abrupt with me when I explained the situation and I reiterated that the phone had not been dropped or received any kind of trauma. She spoke to Ologic and requested they send her photos and SHE told me it looked like it had been dropped and they were taking logics side as they were the experts. She said I would need to get an independant report and I would have to prove that the phone wasn't repaired properly. She didn't care that I was adamant it hadn't been dropped and is basically calling me a liar. The whole tone of Churchill changed from the original way I was treated. I am now waiting on the phone being returned. Please can anyone give me advice.
This phone was NOT dropped and the screen was moving and on closer inspection there was a gap between the screen and the casing too. I truly believe this phone was not repaired properly. Should I also take it to an Apple Store to get the report done or would any mobile repair shop do one and how do I prove the phone wasn't dropped?

windup

how did the phone come to be run over by your car

JJ_Egan

windup wrote: »

how did the phone come to be run over by your car

Problem is everyone says and says very adamantly i did not drop it .

Basically as the repair is claiming damage you need to get that report to back up your claim that it was not dropped .

RumRat

Your main problem is the amount of lying, cheating, criminals that phone up insurance companies and claim all sorts of ridiculous things.
Unfortunately you have been caught up in that. If you can get the phone back, take it into an apple store and see if they will give a report for free, you never know. That said, it will be difficult to prove it wasn't dropped.
Personally I would have questioned the original solution by Churchill and used the Apple store for the repair in the first place.

cc99

It initially fell out my daughters pocket and we found it under the wheel of the car when we were looking for it. I was surprised they were able to 'fix' it as it was pretty wrecked. My daughter did not drop the phone and that is the truth, I feel humiliated at practically being called a liar as I am an honest person and so is my daughter. I was with her in the hotel when she said her screen had started moving and she used the phone in the morning as her alarm to go to work then she put it in her bag and when she got to work and took it out her bag and the screen was cracked. I would swear on an afadavit that the phone was not dropped. We live about 60 miles from the nearest Apple Store but should I make that trip rather than taking it to a local repair shop.

cc99

Also for the record I told Ologic when I first contacted them that the screen had started moving and what concerned me was that the guy who I spoke to later in the week had ' no record' of me saying that! But he seemed to think that would explain the reason the screen had cracked but when I spoke to Churchill it all changed and they became abrupt and told me to get an independant report and they took the side of Ologic in denying any liability of the initial repair.

cc99

I've just spoke to Ologic and they are not prepared to admit this phone was not repaired properly in the first place and they are adamant that the screen could only receive a crack if it had been dropped. I asked if it was possible that the screen could be compromised because initially on the Friday the screen was spongy and coming away from the casing and could it therefor be easier to crack by, say, having it in a handbag etc and that would mean their repair was faulty and he wouldn't answer me. I need to know if a screen could be weakened by not being held in the casing properly ? Can anyone give me an answer to that? I told them I reject their initial repair and that that phone was returned not fit for purpose. I will take it to an Apple Store when I get it back but what else should I do now.

cc99

Just to update, I took my daughters iPhone to the Apple Store and he said right away that the repair was dodgy, including a camera misalignment and that Ologic hadn't used a proper IPhone replacement screen they had used a low grade copy😠😠😠. He reiterated that the broken glass was nothing to do with trauma or being dropped and the phone was not repaired properly in the first place because of the screen coming away from the casing and misalignment of the camera, he couldn't believe Ologic would not take responsibility for the bad repair, he was very shocked at the state of it. Also, I sent the phone to Ologic with 1 crack and it was returned with half a dozen, not that I accused Ologic of causing trauma to the phone like they did with me, all I know is 1 crack appeared out of nowhere so it was a real possibility the other half dozen did too. The Apple guy was amazing he just said I will do a report for your insurance and I will give you a BRAND NEW IPHONE 6 for FREE!! yes you heard right I got a free phone! First class service from Apple for sure. I sent the report to Churchill who are now investigating the work carried out by Ologic, not just with my phone but on all faulty repairs to see if there is a pattern forming. I told the Apple guy that Churchill told me Ologic get three chances to put right any faulty repairs and he said that was 2 too many. Churchill are now looking into the viability of Ologic having 3 chances so that may change in the future. Churchill also gave me £50 compensation for my hurt feelings for being made to feel like I was a liar and I given an apology and I am now a very satisfied customer. if you ever damage an apple product please consider taking it back to Apple even out of warranty as the chances are they will give you a new replacement. The Apple guy said we just want our customers to be happy and we do what we can to make that happen. For sure I will only buy direct from Apple as he said he did what he did as we bought the phone from them, if we had got it from say, Argos, or another third party we wouldn't have got a new phone. So it pays to buy from Apple. Moral of the story, when you know you are in the right and truth is on your side stand your ground, gather your evidence and give it back to them all guns blazing, don't take it lying down, do not let them win when you are in the right. The truth will always out!

searchlight123

a good result and well done to you for pursuing it so well.
thanks for the good advice re buying direct from apple. i have heard of this kind of service from them previously.

and thanks for the detailed update
merry xmas.

RumRat

Never go to your insurers preferred repair agent, that goes for things like this and your car.
You are entitled to use any repairer you see fit, they just try it on with the preferred agent as they are often the ones with the lowest quotes and are rarely the best option.
Glad it was all sorted.