Hi All,
I feel quite dejected about this entire saga so far. I was wondering if I can get some advice on possible avenues to pursue.
The story:
I discovered on my Samsung Galaxy S4 phone (8 months old) that the screen had suddenly failed. It was showing multi-coloured lines and whilst the phone powered up, there is no way I could navigate the menu. There was no damage to the phone, and it was in my pocket when I first noticed the issue.
I called EE (my vendor) and they recommended I contact Samsung and arrange a repair. I called Samsung and after a lengthy Q &A, they arranged for a jiffy bag to be sent out to me.
I duly received the bag and box as promised, I followed the instructions and now 6 days later I receive an email with an invoice attached from a company called Anovo. The worrying thing is the attached picture shows a cracked screen (my phone had no damage to the screen) and an invoice attached for circa £150.
I called the service centre (Anovo) number and spoke to someone who is adamant that I sent in a damaged phone and hence it’s not covered under warranty. Pay £150 to get screen replaced or get the phone sent back via a free returns service.
After lengthy conversations with Samsung CSC UK, they informed me that the issue is now between the service centre and Royal Mail, and that from their end there isn’t much they can do.
The phone was obviously damaged in transit. Anovo are saying the packaging showed no damage; hence I am liable for the repair.
I have family members and colleagues who can testify that there were no cracks or visible damage to the phone.
What can I do, I am livid that the phone I sent in for repair will not be in the same state as the one now coming back.
To make matters worse I didn’t take a picture of the phone prior to sending it off to Anovo.
Any help on how best to proceed will be appreciated.
Thanks
Li
I feel quite dejected about this entire saga so far. I was wondering if I can get some advice on possible avenues to pursue.
The story:
I discovered on my Samsung Galaxy S4 phone (8 months old) that the screen had suddenly failed. It was showing multi-coloured lines and whilst the phone powered up, there is no way I could navigate the menu. There was no damage to the phone, and it was in my pocket when I first noticed the issue.
I called EE (my vendor) and they recommended I contact Samsung and arrange a repair. I called Samsung and after a lengthy Q &A, they arranged for a jiffy bag to be sent out to me.
I duly received the bag and box as promised, I followed the instructions and now 6 days later I receive an email with an invoice attached from a company called Anovo. The worrying thing is the attached picture shows a cracked screen (my phone had no damage to the screen) and an invoice attached for circa £150.
I called the service centre (Anovo) number and spoke to someone who is adamant that I sent in a damaged phone and hence it’s not covered under warranty. Pay £150 to get screen replaced or get the phone sent back via a free returns service.
After lengthy conversations with Samsung CSC UK, they informed me that the issue is now between the service centre and Royal Mail, and that from their end there isn’t much they can do.
The phone was obviously damaged in transit. Anovo are saying the packaging showed no damage; hence I am liable for the repair.
I have family members and colleagues who can testify that there were no cracks or visible damage to the phone.
What can I do, I am livid that the phone I sent in for repair will not be in the same state as the one now coming back.
To make matters worse I didn’t take a picture of the phone prior to sending it off to Anovo.
Any help on how best to proceed will be appreciated.
Thanks
Li