Phone came back from repair damaged

hwisutg

Two months ago I bought a Galaxy S7 Edge sim free from Argos. A week after buying it the phone froze and I couldn't turn it off, the battery drained fully then it came back on, was fine for a while, then froze completely and would not turn off, was just stuck on the home screen.

I was told to take it in to the local samsung repair center, When I took it in the guy took pictures of my phone, front and back, my phone was in immaculate condition all over, has been in a case and screen protector since the minute I got it, Got my phone back today and it has been fixed but I noticed right away there was a silver line going down the back of the phone, from the top middle to the camera, I wouldn't call it a scratch, its hard to put into words but it looks like someone has drawn a line on it with a silver marker, the mark is underneath the back glass, no cracks or any other marks.

Just been told it was like that when I dropped it in to them, I asked to see the pictures the guy took of my phone and was told they can't show them to me and it was on me to prove it wasn't marked when I took it in, the person I spoke to said he has pictures of my phone which clearly show multiple scratches on it (which obviously is not mine then seeing as it is in front of me now, with no scratches at all anywhere)

They said I must have made the mark on the phone before taking it to them, and they are refusing to show me any pictures at all.

Where do I go from here?

spadoosh

Follow their complaints procedure.

[Deleted User]

You didn't make your own photos before sending it off to service, i guess?

Time to phone them back and ask to talk to a manager. Then ask again, and again until you've got one.

stuartJo1989

Quite a bit to this case. I'd say follow the complaints procedure as advised by another user and, if that fails, it may well be a small claims court job.

I actually find your statement interesting here:

"my phone was in immaculate condition all over, has been in a case and screen protector since the minute I got it"

Question but did the person:

1. Give you anything to sign relating to the condition? (companies tend to do that)

2. Take the pictures of the phone whilst in the case, or was it out of the case?

Obviously those pictures are going to be the key bits of evidence in any small claims case. It is a shame that they are refusing to show you the pictures, but that could be for a few reasons (they've been deleted, their internal policies etc). You'd have to be honest about how confident you are about the condition when you handed it in to them. If you ARE confident then I think small claims court would be a fairly acceptable risk as a last resort.

hwisutg

stuartJo1989: He didn't give me anything to sign regarding the condition, he just took pictures before bagging it up for repair, he took it out of the case before taking the pictures, I am 100 per cent confident it was in immaculate condition. (I get told I baby my phone by people who know me, like to keep them in good condition, always have a case etc)

I ended up calling samsung customer services, gave them all the information and they emailed me a picture of the scratched phone, it is not my phone, in the picture there are very noticeable scratches all over the back of it, my phone has none at all, only the silver mark (which isn't in their picture) I am so confused at the moment. They are telling me the phone in their picture is mine, it is obviously not mine at all, I wish I could upload pictures because it is clear as day they are not the same phone. They asked me to send pictures of my phone as it is now, which I did. No other info so far.

stuartJo1989

Send them the pictures then! See what happens.

With the picture they emailed, try using the following website:

http://metapicz.com

It will display the meta data for the picture and will (hopefully) tell you when the picture was taken