Mobile Phone that I received from a home insurance claim is now faulty

w00519773

I have a samsung S8 phone since January 2018.  For the last few months every call I take; the receiver says they cannot hear me i.e. as someone said "it sounds like you are in a hole/tunnel".  I have no issues hearing the receiver.  I have done some troubleshooting today.  I have tried disabling apps; deleting caches; cleaning the microphone hole etc.  Nothing worked.  Therefore I bit the bullet and factory reset the phone after backing it up.  This made no difference.   If I enable the speaker (so everyone around me can hear the receiver) then all is ok.

I contacted Samsung today who tell me that my warrenty expired at the end of August, however the three month extension means I am entitled to claim up until the end of November.  However, I have to send proof of purchase, which I don't have.  The phone was a replacement sent by my home insurance company (More Than at the time).  I scan in all corespondence received and whilst I have plenty of letters from More Than whilst I was insured by them - I have no letters about the claim.  What can I do? How can I prove that I "bought" this phone in January 2018? Do I contact More Than and ask for evidence?

[Deleted User]

Did you register the replacement with Samsung when you got it?

If not, then yes, ask More than for the case details which should contain the phone ship date, EMEI etc, you may have to do a DSAR (request for all the date they hold on you, this is free but can take some time) if the front line staff can't find your records

w00519773

Deleted_User said:

Did you register the replacement with Samsung when you got it?

If not, then yes, ask More than for the case details which should contain the phone ship date, EMEI etc, you may have to do a DSAR (request for all the date they hold on you, this is free but can take some time) if the front line staff can't find your records

More Than came back to me and said the insurance settlement was in cash.  I have done some more digging and I have discovered that I actually bought the phone on Ebay.  I have sent screen shots of the order details, but Samsung are saying this is not proof of purchase i.e. they say: "The attached file does not have detailed information (Model Code, Place of Purchase, Date of Purchase, Store Logo/Details, etc.).".  How can I prove that I purchased the phone?

[Deleted User]

It depends on their definition of purchase, some firms won't transfer warranties for second hand phone sales (even if it's brand new, sold on ebay from a private seller they could class as second hand)