12.. We returned to Mall Koisk. The two sales ladies confirmed the scratch damage again. They then noted a shadow in the corner just above the scratch that was not seen on first inspection by the four of us. We are certain this was caused by Telstra's inspection and attempt to repair the defective good by rubbing it in this area to “erase” the scratch. The treatment of the phone we saw was rough, aggressive and involved the use of chemicals. Additionally they removed the phone from our viewing for 2 occasions of approximately 10 minutes each. We were not asked to sign a repair authorisation or any paperwork allowing them to work on the phone. I asked for an exchange, not a repair.
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Thanks for reaching out, sorry to hear about your issues with your iPhone purchase. I can understand this would be quite frustrating and inconvenient.
Based off the information you have provided, I recommend raising a complaint and getting a case manager assigned. You can do this here. Once you've done that, a case manager will be assigned and in contact to investigate this further within 3-5 business days.
Please let me know how you go.