Phone damaged when away for repair

ridz19

Hi all,

Just looking for some advice.

I had a mobile phone with a part faulty screen, no other damage at all, checked online and it looked like a straight warranty job, so i sent the phone off wrapped in two a4 bubble wrap pockets and a padded envelope.

Phone company got back in touch saying there is external damage and the cost to fix would be £113, this annoyed me as there was none so i asked for evidence. Picture sent to me showing a crack along the back of the phone.

I was not amused to say the least so raised a complaint with them and asking them to make good the damage that occurred. They said they would investigate the issue.

Received an email saying that they can't find any evidence of damage in transit, no external damage to the envelope and the internal packaging showed no residue from the handset being damaged. Logistics team at the company say they didn't cause the damage after they received delivery of the item as they are under instruction to handle with care, process includes putting the device into individual compartments to avoid contact with other parcels and they are standing by the original findings of their engineers.

Short of the story is, i pay the repair amount which i don't want to do as it feels like admitting guilt over nothing. Have the device returned to me at my cost, which i'm not happy with due to the damage to the phone now.

What can my next step be with the company, it basically seems to come down to my word against theirs, should i ask for the original packaging back so i can examine it and the engineers report saying they didn't damage it? Is there anything else i should be doing?

Unfortunately i don't have a photo of my device prior to sending off but i don't know what that would prove anyway.

Thanks in advance for any advice.

DCFC79

I know hindsight is a wonderful thing but I would have used a box and not a padded envelope.

ridz19

I agree,I should of with hindsight, I am not convinced it happened in transit though ,recorded delivery and very well padded. Something has happened though and i'm looking for advice on how to proceed. That is if there's anything I can do.