Hi ​@Paulopaulo  I am very sorry to hear this. Moisture damage  is classed as physical damage. This is not something we would be able to exchange I’m afraid.

Have you tried leaving the handset in a bowl of uncooked rice overnight?

We can certainly book this in for repair, but it would be chargeable. Please take your phone into any Currys store. We will then be able to assess your phone, and if we can't fix it there and then, we can send it off to be repaired at our Repairs Centre.
We would advise that you back up your phone and keep hold of any SIM and/or memory cards you may be using in the phone.
When we repair your phone, it should take no longer than 14 days. However, if we need to send your phone to the manufacturer directly, this can take up to 28 days. Additionally, subject to availability, we may have a loan phone we could lend you. This way you would not be without a phone, whilst you wait for yours to be repaired.
I hope this helps. 

The phones never been near anything wet. It's a faulty phone. If you can't exchange I'll just cancel my contract. Thanks for replying though

I would advise to take the handset into a Currys store so we can check this further ​@Paulopaulo 

Our handset are kept securely and safely before they are sold, and sealed in their packaging from the manufacturer, so it is unlikely any damage has happened prior to it being sold I’m afraid.

You can also have the handset checked with the manufacturer directly.

So your suggestion is that I don't keep my belongings ‘securely and safely’ and that I have ‘damaged’ the handset. This is a great way to welcome me to your service.

Fantastic customer service. Well done.

I am sorry ​@Paulopaulo it wasn’t meant to come across like that. I just know the handset couldn’t have come into contact with any moisture in its sealed packaging. 

As advised, please take this to your local Currys store and we can check it over for you. If needed, you can also seek a second opinion from the manufacturer directly.

Thanks WelshPaul. Took it Currys and the helpful chap on the mobile phone section checked the phone and offered to swap for a new handset, even transferred my apps; photos etc.

Funnily enough he did ask if it had been in contact with water, which it hasn’t, but then went on to advise that it wouldn’t matter anyway as the phone should be resistent and so clearly a faulty handset.

Currys customer services 1 - 0 ID Mobile Customer Services.

Glad to hear our team in store were able to help ​@Paulopaulo 

Thanks, 

Natalie