Contract Mobile Phone damaged in transit

manderz42

I Have a Samsung Galaxy s6 on contract with network 3. It is 6 months into a 24 month contract. The phone developed a charging fault and three told me that it would be covered for repair under warranty with samsung. Samsung arranged a ups courier to collect my phone. The courier would package the phone and give me a receipt on collection. My phone was in immaculate condition as it has always been cased. The courier collected my phone and gave me the receipt and wrapped the duplicate around my phone and left. I had a email from samsung stating that the phone was outside of the warranty and that it would cost £92 to repair the cracked rear case! There was no damage to my phone when it was handed over to the courier. I explained this and said that the phone was sent to them for a charging fault and that there was no damage to the phone whilst in my possession. They said it could not have been done in transit as there was no damage to the packaging. I explained that the courier never packaged the phone while i was present, so they are now looking into ups with a damage claim. I have spoken to three and they state it is not their responsibility.
I get the feeling that i am going to be left with a damaged phone that was not my fault.
Is there anything that i can do about this?

[Deleted User]

Why didn't you package the 'phone yourself instead of relying on the courier to do it?

manderz42

I was instructed by Samsung that the courier has the packaging and packages the phone.

[Deleted User]

manderz42 wrote: »

I was instructed by Samsung that the courier has the packaging and packages the phone.

Did the courier then examine the 'phone for damage prior to accepting it?

Do you have anything from the courier saying it was in undamaged condition when you handed it over?