Mobile phone contract...

johndrake_2

Hey I was wondering if theres anyone who could offer me some advice on this one.

So I bought a contract mobile phone last week. 32 pounds a month with a Google pixel 6

The phone arrived on Saturday and I opened the box to find that the screen was cracked. 

Now the company I took the phone out with is called fonehouse. The contract is with 3.

I contacted them via phone on the Sunday morning and they asked for pictures which I gave them. I was told that they would get back to me. Fast forward a week and a bit and I've sent them 3 seperate emails and im not getting any response from them.

I also contacted the phone insurance company(that was sold with the phone). 
Theyve said that because the phone was damaged prior to me actually receiving it that they are not liable for it.

Can anyone offer any advice of what to do next?

LittleMissDetermined

The retailer is responsible for providing you with the correct, working item you ordered, so if you were supposed to receive a brand new phone they should provide it.  You will need to go back to the retailer fonehouse and ask them to rectify it.  You have 14 day cancellation as your statutory distance selling rights so you could just cancel and return the phone and then take out a replacement contract, perhaps directly with Three who have stores you can collect from. 

A quick google on the retailer finds that they have decent reviews so I would expect them to have processes in place to sort it for you.  I think I would call them again, and if they don't sort it, return the handset.

Hope you get it sorted, sounds very frustrating.
LMD x

johndrake_2

That's great thank you very much for the advice.