Hello Mr. Tsvigun, We haven't ignored you at all, we have replied to every email you have sent us, up to when you got extremely offensive and abusive. We have never experienced such abuse from a customer. The language that was used in your emails to us was absolutely disgusting, we reported you to the correct authorities and informed you that your abusive and threatening emails were not going to be tolerated and we were not going to continue to communicate with you if you were going to use such foul and threatening language. Constant swearing and writing emails in BLOCK CAPITALS does not get you anywhere, especially when we have done nothing but recycle devices honestly and fairly. We absolutely do not damage or scratch devices, we send out bubble wrapped jiffy bags to our customers for them to send in their devices and then we process them exactly how they are sent in. Your device received a trade-in value of zero because, regardless of the cosmetic damage, the device would not even turn on or charge. Therefore we could not test it. There is a guideline included in our Terms and Conditions that outlines exactly what damage corresponds to what type of downgrade. Our Terms and Conditions are quite clear and are not hidden from our customers but it is the responsibility of the customer to make themselves aware of them. Furthermore, the £5.00 return fee is not a fee that we make money on. It pays for the engineers time to test the device, the packaging and the postage to send it back to you via a tracked service with an insurance cover of up to £50.00. The device has now been returned to you and it is in your possession. Kind Regards, Jack Knight Operations Manager