7601 W Broad St
Richmond, VA 23294
856 Rio Rd
Chesterfield, VA 23832
Dear Ms. Sandra,
Thank you for your call on Friday it was very nice to speak with you and gain some more insight on the situation. Again, I am very sorry for what happened to your brand new IPhone. We have had quite a few situations with these where the phones have been dropped and are no longer operable. However we consider this customer abuse and not a phone defect, because of this we cannot replace your IPhone under our 14 day warranty.
I do understand your concern that the case is what caused the phone to be dropped however we are not able to duplicate this and as a basic regulation a phone with a cracked screen is not covered under our warranty.
You do have other options through Apple. If you go to their website and click on Support you will find resources there to help you with getting your phone repaired/replaced for a fee. We can also help you get in contact with our tech man that specializes in cracked screen and cell phone repairs.
Please remember for the future Ms. Smith that we also offer Tec protect for your phone. It looks like you did not purchase this for your current phone but you might want to consider purchasing this for your future phones. For a small monthly fee you have the assurance of knowing if anything happens to your phone you will get a brand new phone at any Cellular Sales store after paying the deductible.
Again, I am truly sorry for what happened to your new IPhone and I definitely understand your situation. If you would like to get in contact with our tech man please call me at 804-234-0000 or email me at Jessica.firstname.lastname@example.org.