Sky mobile

SPARKY16

My granddaughter got a new I Phone 11 from sky. Opened it 21st August all worked perfectly fine.
22nd August there was an update from Apple, since then the phone won’t turn on tried various things. Phoned sky who said return it in the box and we will look at it, on packing it up she dropped it and it has a slight crack across the top of the screen, which she knew would have to be paid for to replace.
Sky received it and said they can’t do anything with it as it has a crack in the screen which she had already mentioned to them. 

They sent it back minus the box and in flimsy packaging. 

It was taken to an Apple approved shop who said it’s a software problem.

Sky are now insisting it has to be taken to an Apple shop to be looked at.
wondering if anyone knows what her rights are, it’s still within the cooling off period.
all she wants is a working phone regardless of the cracked screen.
thank you in advance 

JJ_Egan

Get a quote from Apple to repair the user damage as they will also fix the firmware update .

sdduk

The calling of period has gone you only get 14 days if you got it on the 21st or 22nd August. 
if you bought it from a shop afaik you don't get any calling of period.
The phone won't get fixed while there are cracks on the phone so you may have to do what JJ above said other then that you will be stuck with it unless you pay the contract off.

SPARKY16

Thank you for your replies, we took it to the Apple shop and they confirmed it was a software issue and replaced the phone for the cost of a new screen