Samsung won't repair phone under Warranty in Telecoms - mobile or fixed Posted August 7 I used to work in customer services for EE many years ago. If I dealt with a complaint with the same outlines as described here, I would most likely refuse a replacement on the grounds that the phone was likely damaged rather than faulty. Obviously, I would try and take into account all the variables in the situation, but the most likely cause in the situation such as this is that it was an accidental damage (even if the user wasn't aware exactly how they damaged it). That said, if someone had subsequently got an independent report advising that it was indeed a fault with the phone which must have been inherant since the point of purchase then there would have been no argument from me. Immediate repair/replacement and refund for cost of obtaining report. So do what DX100uk says, that seems the best course of action. Without it you would be on an impossible task convincing anyone it was not accidently damaged.