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I took my iPad into a local repair shop for a screen replacement due to damage. I paid £80. On collection it was covered in elastic bands and I was advised to remove them two hours later. I tested the screen and it worked. The next day, I noticed a number of large blotches when a white screen was active, which had not been immediately apparent on collection. I took advice from three other repair shops and there was a consensus that it was heat damage to the LCD that probably happened during the screen replacement. The shop denied they caused damage but offered to replace the LCD at half the usual cost. What can I do?
Roy Smith, Kent

Consumer dispute expert Scott Dixon writes…

Your case falls squarely under section 49 of the Consumer Rights Act 2015, which says a trader must perform the service with reasonable care and skill. You have clear proof from other repair shops that this repair clearly failed that test.

I have read your review and the owner’s reply on Google Reviews, which strengthens your case as the LCD panels are likely to have been damaged while the repair was carried out when they used the heat gun to remove the screen. Other repair shops confirm this is likely to be the case.

You are entitled to one free repair or the cost of repair elsewhere and a full refund.

I recommend you send the repair shop a letter before action by recorded delivery, which is a formal letter that puts the firm on notice that you intend to take legal action and gives them one final opportunity to resolve it.

Clearly set out the timeline, damage caused, photos as evidence and say they are in breach of contract under the Consumer Rights Act 2015.

Tell them you want either a full repair including the LCD replacement at no cost, or the cost of repairing it elsewhere and a full refund of the £80 paid. Get quotes from the same repair shops for the cost to repair it.

Give them a seven-day deadline and say if you do not receive a satisfactory response within that timeframe, you will proceed with legal action without further notice.