topic Broken screen in EE app and website

Broken screen

AlisonDeb38 — Sun, 25 Oct 2026 08:11:07 GMT

My samsung fold screen has gone black the store in longbridge said it was because of a biscuit crumb then tried to sell me sky which i have already had to buy a second hand phone paying for a phone which i cannot use after being a customer for over 10 years

Re: Broken screen

Chris_S — Sun, 25 Oct 2026 08:32:07 GMT

Hi @AlisonDeb38,

If the screen failure has been attributed to physical damage by the repair team, even something as small as debris getting into the fold area, it would normally be treated differently from a manufacturing fault.

If you're unhappy with the decision from our store, you can make a complaint with us.

Chris S

Re: Broken screen

Chris_B — Sun, 25 Oct 2026 08:50:06 GMT

@AlisonDeb38 Do you have insurance for the device? Warranty doesn’t cover physical damage

Re: Broken screen

Northerner — Sun, 25 Oct 2026 08:55:27 GMT

Hi @AlisonDeb38

Have you challenged them and asked for evidence with photos. A biscuit crumb does not damage the screen and that suggestion is simply outrageous.

Thanks