Mobile Broke During Screen Repair

Sonam_Mobbs

Hi,


I took my friends IPhone SE in for screen repair at Timpson. I was told to come back in 30 mins & it would be completed. When I returned I was told the touch recognition had been broke during the repair. The shop keeper has been very honest & admitted he's at fault. However I'm a bit unsure of the options given to resolve the issue. He has said we can do the following:

Keep the phone as it is & not pay the £80 repair charge


or


They will find a 2nd hand A grade phone. Same model etc which they will exchange for my friends phone


They have given the phone back for now while she decides what to do. Its also worth noting that the phone has been doing strange things since the fix and also the sound keeps going. Only resolved when being reset.


My friend is happy to have a replacement but not to hand over her old phone as it's possible to access data even once deleted. The shop say by doing the exchange they would in effect be buying the phone from her.


Any advice would be appreciated please?

JJ_Egan

So she wants to end up with two phones .

pmduk

If she's going to take the alternative handset she'd need to do a reset from iTunes. She can't expect to keep her existing handset. It has value.

Kim_13

She would only need to ensure that the handset is wiped correctly: https://support.apple.com/en-gb/HT201351

If she is still worried she could perhaps try negotiating a small amount of compensation and keep her handset as it is. How old is her phone? Have they guaranteed to match colour with the refurb, or just storage?

Frozen_up_north

This isn’t the first post from someone who has been left in the lurch by a 3rd party screen repair that went wrong. It might be cheaper than a proper repair by Apple, but for me, it’s not worth the risk/hassle.

Sonam_Mobbs

Answers to a few of the questions above

She doesn't want to have 2 phones. She wanted hers fixed. The assistant repaired the screen but now the fingerprint recognition is no longer working & the phone keeps doing things by itself that can only be fixed by resetting (roughly 8 times a day). The phone is barely useable & the only reason she would like to keep it is to safeguard the data as mentioned above. Not because "she wants 2 phones"

Thank you for the information regarding the reset via iTunes & deleting on the phone. I have been able to recover deleted data from my IPhone in the past using 3rd party software. I haven't done it for a while so maybe something has changed but I'd guess it's still very possible.


Regarding having the screen repaired by a 3rd party I would agree it's a definite risk. I left my phone on the roof of my car. It fell into the road & was ran over multiple times before I found it. The same place repaired it & it worked fine & still does. She was going to go to a guy on facebook but I actually advised her to go to Timpsons based on my positive experience.

I'm curious to know if legally the shop are required to give a replacement without the need to hand over the broken phone. The shop assistant has seen & acknowledged that the phone has been damaged due to the work carried out.

jon81uk

It might have cost £50 more but at least with Apple I know they have spare refurbished phones in stock in store so if it all did go wrong they could still sort it out in store.

Not sure about Timpson/s legal obligation as they broke the phone further, but I expect they asked you to sign something stating whether they are responsible for further damage?

Sonam_Mobbs

They did ask me to sign before I had my phone repaired but not with hers. Another mistake on their part I think. He tried to get me to sign something afterwards with hers which I refused

Frozen_up_north

Sonam_Mobbs wrote: »

Thank you for the information regarding the reset via iTunes & deleting on the phone. I have been able to recover deleted data from my IPhone in the past using 3rd party software

That would have been an old iPhone, recent ones are significantly more secure. For details see:
https://www.apple.com/business/docs/iOS_Security_Guide.pdf