Inphinity:

Aunty:Yes she has learnt her lesson regarding this so no need to bleat on about the fact she paid cash up front with no receipt as that isn't the issue and the store don't even deny this. The issue is she dropped something off working and now it is not working and they are saying too bad. They still replaced the screen which is why it was there so can keep the money if they want as they did the job - they just damaged it to beyond it being able to work which they admit but say that's too bad for her. The very original question if you read it without skimming it is can they do that or do we have a leg to stand on?

That may very well be the issue, in fact. Great she's learned the lesson, but after the fact it makes it much harder for any claim.

If you had, for example, a job sheet/receipt of some sort saying you'd dropped the device off in working order with a broken screen only, you'd have an easy claim. You don't, and while the shop may say to you while you're standing there that is what's happened, will they say that in front of a disputes tribunal hearing?

You can try it, and see, but if they stand there and say "It was dropped off to fix a broken screen, but we determined there was more damage than that. We replaced the screen anyway as directed but we don't do the necessary repairs to address the other damage as it is beyond the originally agreed screen replacement service." what are you going to do?

You could try to get something in writing, or recorded in some other way, from them, acknowledging fault, to have a solid claim. If not, you can try it anyway, and they may just cave and stump up something in exchange for not being dragged through a tribunal, but it could become a crap shoot. Typically disputes tribunals and similar favour the consumer, but they generally require some semblence of evidence beyond he-said-she-said. However, there have been instances where that's enough. So, yes, you have a leg to stand on, but it's a bit of a wobbly leg at the moment.