Faulty device return
RETURNING A DEVICE IS A LAST RESORT. REPAIR MUST BE ATTEMPTED FIRST EXCEPT UNDER EXCEPTIONAL CIRCUMSTANCES.
We offer a warranty.
Attempt repairs first. Remember, this is a USED device. Even NEW devices get sent off to manufacturer for repairs, so it's NOT unreasonable to make the customer wait a few days to a week or so if absolutely necessary. I appreciate we look after customers but at the same time, be realistic. Warranties are warranties. Not insurance.
LOAN PHONES can be offered if absolutely needed.
If the customer requires a loan phone - we SELL them a phone from the cabinet at 100% retail price, with the promise of refunding the customer upon returning the device to us, undamaged. MAX VALUE FOR A LOAN PHONE is £200
Who's filling in this form?
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Enter name
Faulty device IMEI number
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Enter IMEI number
iCloud or Google account sign out
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I have signed out of iCloud or Google account
Device is dead so this isn't an option, but I have taken customer phone number so if we do fix the device we can contact them.
Look for damages (warranty VOID or a clue to the fault?)
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I have checked for damages and the device looks good & the battery is not swollen
Attempt repair
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I have attempted repairs and asked everyone in our team for ideas what it could be
Agree a value with customer. - The customer has probably had the device for some time now, agree a value with them towards the new / exchange device. Up to 100% is allowable if needed but ideally consider some fair wear, tear and depreciation. BE FAIR with customer.
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Agreed a value and customer's happy
Agreed value
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Enter how much the device value's been agreed at.
What's the issue with the device?
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Please write in detail what the issue(s) are and what has been done to try and fix them. Thank you.
Submit
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