Subject: Dispute Regarding Warranty Service and Device Condition
Dear Sir/Madam,
I am writing to express my dissatisfaction with the handling of my warranty request for a smartphone I purchased through your platform.
I sent the device for warranty repair/replacement as per your instructions. However, I have now received photos of the device in a condition that is far more damaged than when I sent it. This additional damage was not present when the device left my possession.
Before sending the smartphone, I ensured it was securely packaged and documented its condition. I have photographs showing the state of the device prior to shipment, which confirm the discrepancies between its original state and the images you have shared.
Under European consumer protection laws, sellers and repair providers are obligated to handle warranty claims in good faith and to ensure that devices entrusted to them are returned in the same condition, aside from repairs or diagnostics.
I kindly request that you:
Clarify the reason for the additional damage visible in the photos.
Proceed with repairing or replacing the device under the terms of the warranty.
If no resolution is provided within 15 days, I will be compelled to escalate this matter to Back Market's customer support and, if necessary, seek mediation through the relevant European consumer protection bodies.
I look forward to your prompt response to resolve this issue amicably.
