Thank you for your public reply, but it is important to clarify that what you wrote here does not match what you told me on WhatsApp.
Your private communication is completely contradictory and reveals a very different attitude from the one you are trying to present publicly.
1. You never asked me for proof of the device’s condition.
Contrary to what you claim here, at no point did you request photos, videos, or any evidence of my iPhone’s condition before shipping.
On the contrary: you repeatedly stated that “the evaluation is final” and that “the case is closed.”
2. You never mentioned any contact with DHL.
In the private conversation, there was no reference to an investigation, transport incidents, or verification requests.
Your public reply tries to create the impression that you are cooperating — but that simply did not happen.
3. Your private statements contradict your public version.
On WhatsApp, you claim that:
the phone arrived with a swollen battery,
a cracked screen,
a cracked back glass,
a damaged frame/antenna,
and that the IMEI was verified.
But you refuse to explain:
how you verified the IMEI on a device that does not power on,
how a completely destroyed phone has no marks on the frame,
how the frame is intact when mine had a very specific mark,
how the device you sent back has rusty screws when mine were in perfect condition,
how I received a box that is not mine,
and a label that does not match my IMEI or even my model.
None of this is coherent.
4. I have evidence and witnesses.
And contrary to what you imply, I am not making baseless accusations. I have:
Photos and videos of my iPhone at the moment of shipping
Witnesses from the shop where I dropped off the device
Witnesses from FNAC from the day before
The original box I sent (which is not the one I received)
The label I received, which does not match my IMEI
Clear physical differences between my device and the one you returned
Rusty screws on your device
The absence of the mark on the frame that mine had
All of this proves that the device I received back is NOT mine.
5. Your technical explanation makes no sense.
You claim that:
the phone was “completely broken,”
the battery was “swollen,”
the structure was “damaged,”
yet at the same time:
the frame is intact,
there are no impact marks,
and the IMEI was “verified” on a device that does not turn on.
This is not technically plausible.
6. You tried to shift the responsibility onto me.
You even suggested that I contact my home insurance (!), when the problem clearly lies with you.
7. Your public reply attempts to protect your image — but it does not match the facts.
Your private posture was:
evasive,
contradictory,
dismissive,
and showed no real intention to resolve the issue.
Conclusion
I once again ask you to indicate how I can submit all the evidence so that this situation can be handled with the seriousness it deserves.
Until then, I will continue to report what happened on all relevant platforms so that other consumers do not go through the same experience.
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