How do I get a Repair report from Giff Gaff?

Labradoodle007

We sent an iPhone 12 back to Giff Gaff as it's still in warranty after the screen completely froze. however the repair centre is claiming it's due to Liquid damage. How can I get the repair report, as the phone hasn't been in contact with any liquids? The customer agent has taken over 48hours to let us know the reason for the chargeable repair without any evidence. What can I do?

born_again

So guessing this is a refurb given Apple are on 17 now.

Apple phone have a moisture detector inside, so it is very easy for them to prove.

What did they say when you asked for a copy of the report?

Jenni_D

https://forums.moneysavingexpert.com/discussion/comment/81879684#Comment_81879684

If you do a search online you'll find many reports of these moisture detectors being hypersensitive - normal humidity being enough to set them off. But that's the get-out that giffgaff will use, even though it likely has nothing whatsoever to do with the fault itself. (I wouldn't be surprised if they already showed the moisture detection when the OP bought the phone from them - it's not something someone will normally look at when the phone arrives).

One of the problems with giffgaff is that you can't talk to an actual person - all contact is with their "agents" via their online portal. This makes things slow and laborious. I also get the impression that English isn't their first language (i.e. they're based overseas, Eastern Europe maybe), which adds to the difficulty sometimes.

(Yes - I'm with giffgaff too. The customer support issue is one of the things you accept when using a lower cost provider).