Total ******* from Pavillion Istore..Re Used Iphone 11 with problems

Dear iStore Customer Service,

I'm writing to raise a serious concern regarding my iPhone, which was recently collected from your store with unexpected screen damage.

This is now the second complaint regarding this device. Initially, we reported an issue with unexpected screen touches about six months after purchase. Despite multiple diagnostic checks at your store, no issue was found. We eventually contacted iStore Head Office, who advised us to return the phone and speak with the store manager. At that point, we were told the issue qualified us for a new device, but since the iPhone 11 128GB was out of stock, we considered upgrading to an iPhone 13 instead.

Recently, we returned the phone again—this time with a known crack on the back, which I take responsibility for. Your team then mentioned liquid damage inside the device, which was confusing but accepted. However, upon collecting the phone, we assumed the visible crack was on the screen protector. The person collecting it (my mother) wasn’t made aware that the actual screen was cracked. We only realized days later that the actual screen—not the protector—was damaged.

What’s most frustrating is that now, due to this new damage, we can't even proceed with a trade-in. It feels like no one truly understands the long-standing nature of this issue except the first staff member who assisted us. After everything, to have the phone returned with screen damage is extremely disappointing and unacceptable.

We ask that this be urgently investigated and resolved appropriately, ideally with a repair or replacement at no cost to us.Device Serial Number: C7CZJP96N73D