Latest update is UPS are telling me that the claim the repair shop put in was not approved due to being improperly packaged - it wasn't. They apparently sent a letter to the repair shop to let them know this on 31st March. So I guess the phone shop have been fobbing me off, telling me UPS haven't got back to them so that they don't have to deal with it. They have previously said to me over the phone that if UPS do not approve the claim then they don't actually have to compensate me - surely that's not true?

Elite Phones and Computers based in Manchester. They have a lot of bad reviews online but because we went through a third party to find them we didn't see them. I did see that UPS say up to 10 days for an investigation, but when i told the repair shop they told me it's actually up to 28 days. I did point out several times that that's not what UPS website says but they just kept repeating the 28 days line... which we are now over anyway. So far have only spoken over the phone with them, although did get them to email me so that I had in writing that they were dealing with it.

It went missing on 21st March and UPS started investigating it the following week as I understand. I have been calling the repair shop roughly twice a week as they have not communicated with me at all about it. I last spoke to them about a week ago when they told me they should have an answer for me by Monday 5th at the latest bu they haven't been in touch.

Looking for some advice on what my rights are... about 6 weeks ago i smashed my phone screen, and as i didn't have insurance found a repair company that would replace it. I paid them a small deposit and they arranged for a UPS courier to collect it from me and take it to their shop. Before it got to the shop the phone went missing (I assume stolen as they told me they found the empty box). UPS were investigating it, and told me i had to communicate with the repair shop directly and not them since they are the UPS customer and not me. So it's now way over the time limit UPS state they will investigate, but they wont tell me anything. Every time I call the shop they just tell me they haven't heard from UPS and can't do anything for me until they do. So my question is are the phone shop responsible for compensating me or replacing my phone? I feel like i'm being fobbed off every time i call but it's difficult without knowing my rights. Can anyone help? Thanks