[wesleyaldred]

We cannot just take an end users word, it needs to be checked out by the manufacturer and to confirm what went wrong and why it went wrong.

Once the manufacturers confirm to us that it is covered under warranty we will issue a replacement.

As an example which is not related to this case say an item exploded and we replaced it, returned it to our manufacturers whom then say yes it did explode, but this was becuase an incorrect power supply was inserted with wrong voltages causing the unit to explode, this would be physical damage due to negligence.

We just have to find out why it happened, obviously it should'nt and i know in this case the value of the item is low, but company policy cannot differentiate it could quite easilly have been a £500 item we are dealing with.