Surely it's their problem since they didn't notice upon initial inspection ?
You would think so. I pointed out to the sales rep when I picked it up that it did not say it was cracked when it was booked in on the computer to which he said 'It doesn't say wasn't cracked'. As things were going downhill rapidly he stalked off into a back room and we left it that I'd see the manager next day.
So saw the manager yesterday. Although he was somewhat more sensible than the rep mentioned above I didn't really get anywhere. I'll post a photo but it seemed it was possible for the two reps that examined it and booked it to have missed the cracks - as well as myself BTW. There was a lot of head scratching and they'd never had a phone returned cracked in 15 years and so on. They're shipped in a soft pouch which to me didn't look like it would give a lot of protection if dropped or whatever. I suggested they replaced the back but he said it would cost ME £240. I did point out you can buy a glass back on ebay for S9+ for £7-95 though of course it is to fit. He said that if the phone was opened to replace the glass back then that would void the warranty. Fact it was already voided because of the glass back cracked never occurred to him. There are firms that will replace the back for around £60, some more some less. I suggested a trade and he offered me £40 for my S9+ .... because it was damaged (though I knew that one was coming). They didn't seem to have rounded up the reps who booked it and seemed not to have spoken to them - assuming they remembered anything.
The manager wasn't unsympathetic but seemed to have no more discretion to do anything than the person who swept the floor. Eventually all he could do was advise me to make a complaint to head office. He would put a note on the computer outlining what had happened and will now do that and see what comes back. Now looking at the photo is it possible for myself and two reps to not see the cracks prior to sending it off on a warranty claim? The claim was for a problem with the camera lens.