Details of additional damage

[jules+x]

@awais33  I asked customer service just before on the phone if they have changed who they use and he assured me they have always used Ingrams.

[mitch+michael]

Currently on the phone (34 minutes so far), theyve offered half the value for an immacutale phone due to alleged "screen burn" when they opened it up! 

All suggesitons welcome as to who or where we can speak to get someone to actually listen? 

Thanks Michael

[Jock6969]

Tell them you want to see the evidence of the screen burn.

if you need to ask to speak to a manager, with this evidence and they will likely override it.

and give you the full value.

[mitch+michael]

Thanks Jock, no luck so far, she's refused to send photo and said "we can always cancel our swap". We've registered a formal complaint but i'm not optimistic, 

[Jock6969]

Sounds like you have been unlucky, when we had the issue, we asked for the evadience and the advisor said they evidence did not show any damage and provided the full original ampunt as trade in.

Good luck.

[mitch+michael]

As if by magic, a text to say complaint resolved and the full credit expected showing on my bill. Just a shame we had to kick up such a fuss to get what was agreed! 

[Jock6969]

Glad you got it sorted

[Rhawk]

Hah, wish I knew that! My husband has the same, after 2 years trade in, said screen burn, but the phone was otherwise immaculate. I told them I can't really afford that as it'll really raise my monthly bill! They have new discount on the issue but now I wish I asked for evidence, because how would you know they're not pulling a fast one 🤷 bet they do that with many customers, not on.

[Jock6969]

I was expecting g to have the same issue this year, but everything went through smoothly this time.

but yes definitely worth asking for proof - we also take photos of the phone prior to shipping it back to them with the screen showing the date and time.