Galaxy S7 arrived with broken seal

[Anonymous]

Firs of all I'm a new customer to 02 and I opened up an account with a Galaxy S7

The first one arrived a couple of days ago by UK mail, fully sealed, however the device was defective (screen uniformity was uneven, yellow display) so I called up 02 returns and they were happy to send me a new device

Today I got the new device, however the seal on my S7 box was broken and when I took the phone out of the back and looked at the back of it, the back of the phone was marked like it had already been used

I called 02 returns up again and explained the situation to them and they're going to send me another device however they couldn't tell me why the seal had been broken

I'm thinking that maybe 02 are reselling returned phones, has this happened to any one else

[Anonymous]

Sounds like they've possibly sent you a refurb model. If your still within the cooling off period then you can ask for a brand new handset I think. 

[Anonymous]

Asked yesterday if it was going to be a brand new device and I was told yes also told the same today

[Martin-O2]

Hi @Anonymous Welcome to the forums! 

There were a few reports of broken seals around the release of the S7 which were suspected to have occurred in transit. That said if your unhappy you should arrange for a replacement device. 

[Anonymous]

@Anonymous Who did you speak to? Was it live chat or did you call customer service?

[MI5 · Accepted solution]

As said, there have been quite a few reports but I don't believe anyone knows why - just keep getting replacements until you get one you are happy with.

[Anonymous]

I spoke to customer services on the phone, the returns department

[Bambino]

@Anonymous You're entitled to a brand new phone. Intact, with no seals broken. Do not settle for anything less.

[PhoneDoc]

There are quite a few unsealed S7's floating about. We occasionally get some in store stock, but they're delivered in totes sealed by O2 with a clear chain of custody, so there's nothing concerning about that. In all probability, a batch of them was likely opened at some point to check the contents, maybe to confirm model numbers or to make sure chargers were included. 

It doesn't affect your warranty and I doubt the handsets were even turned on. You definitely wouldn't be provided with a refurbished model unless you specifically ordered one or were receiving an insurance claim. That being said, customer services should exchange it for you if you still have concerns.

Hope this helps

[Cleoriff]

Personally I would never accept a phone if the seal was broken. There is never a need for anyone to open a box to check for anything as far as I am aware. We are advised 'Do not accept if seal broken'. That says it all