LSG - Repaired phone phone returned cracked

bebewoo

I claimed for damage on my iphone to Lifestyle Service Group (via my bank benefits), paid £100 excess and sent it in.
It was completely smashed up as I fell down the stairs and it tumbled down with me.

Got it back and the screen has a crack on it. So I ring them up and the lady on the phone says she has a photo of it taken before they posted it out and it's not cracked. It's a different crack than before so clearly it's got broken in transit to me via DPD.

LSG won't take responsibility for it they say that their packaging is so good that this could not possibly happen, in fact the lady on the phone just kept saying that over again and again. She then offered me a re-repair for £50 which I declined, saying so far I have paid £100 already (plus the £8 special delivery costs to send it to them) and still do not have an unbroken iphone to show for it.

The lady then said she would try to get a manager and came back saying all of the managers were in a meeting! She said they would call me back within one working day, so that would be Monday I guess.
I think it's their responsibility to get it back to me unbroken, if they need to claim via DPD then so be it, that's their affair. I could go to a local shop and get the screen replaced but I don't see why I should as that would cost me. I could also go section 75 as I paid the excess by credit card - maybe? What do you recommend?

Quentin

Try a formal complaint over the state it arrived in, and take it from their reply. (Maybe allow them time to end the meeting and get back to you)

bebewoo

So the manager phoned back and patronised me a lot. He kept saying the same thing over and over that I had to pay another £50, he would not take responsibility for the phone arriving broken. I don't know how they can do this job.
I have raised a formal complaint over the phone with their customer relations and have to send a photo of the phone in. This is a nightmare. I wish I had never made the claim I would probably have got it repaired elsewhere for the same money and would not have to deal with these rude people.

Quentin

bebewoo wrote: »

He kept saying the same thing over and over that I had to pay another £50....,.

In your OP you say the excess is £100.


So note in your statements that they offered a reduced excess which would seem an admission of responsibility.


(Were they so sure of the high ground, why would they want to reduce their excess?)

FutureGirl

If they have evidence the phone was not cracked when it was sent (photos), I can't see how they're liable for the damage. It was obviously cracked by DPD - are you not able to go through them?

bebewoo

I already paid £100 excess, they want me to pay ANOTHER £50 excess on top of that.

|I'm writing a letter to them now.

Nasqueron

As the account holder they can complain to DPD about it though without proof you didn't drop it when you got home you'll probably not get anywhere with that as it's their choice to do it or not rather than yours. It'll probably be the standard liability anyway which is usually about 15-18 quid a kilo

bebewoo

Yes it was obviously cracked by DPD, but LSG have the contract with DPD so they should do the legwork, DPD won't accept a claim from me I'm not the sender.

magpiecottage

According to the Financial Services Register, you can complain to darren.billings@lifestylegroup.co.uk


Be polite but tell him what happened, when you first called to express dissatisfaction and remind him that the eight weeks to respond to the complaint began with that call not with your e-mail.

bebewoo

LSG agreed to repair it for free after all following my formal complaint - great result. Thanks magpiecottage.