topic Apple IPhone 12 less than 4 month old broken! in Archived Posts

Apple IPhone 12 less than 4 month old broken!

HollieG11 — Fri, 29 Jan 2021 08:51:19 GMT

Purchased an IPhone 12 on contract when they were first released. Everything worked fine until now, phone needs resetting, will not let me turn on the WIFI or Bluetooth, the camera will not focus or take pictures it just freezes on the screen, the torch will not switch on. I have contacted Apple multiple times and as there stores are shut they suggested sending it out on mail in, which we have done twice now! They respond saying the phone doesn't have a fault which is incorrect, so I have recorded the fault and sent it to them and they say it needs to be took in store to fixed not on the mail in (which doesn't make sense to me at all). As the contract is with you and it is under a year old I wondered if EE could help me with this? We didn't take out any additional insurance on purchase but I thought there may be a warranty with EE as it is a very new phone and I am currently paying for a phone that doesn't work!?

Thanks 🙂

Re: Apple IPhone 12 less than 4 month old broken!

Katie_B — Fri, 29 Jan 2021 08:53:42 GMT

Hello @HollieG11.

Welcome to the EE Community.

You are correct, you are still under manufacturer warranty for your handset as Apple warranty is for 12 months.

You can also try giving us a call and speaking with our technical care team who can complete a diagnostics for you.

Katie 🙂

Re: Apple IPhone 12 less than 4 month old broken!

HollieG11 — Fri, 29 Jan 2021 08:55:37 GMT

is the warranty through yourself (EE) or Apple? as Apple are being very unhelpful.

Re: Apple IPhone 12 less than 4 month old broken!

Katie_B — Fri, 29 Jan 2021 08:57:48 GMT

Hi @HollieG11.

Manufacturer warranty would be through Apple.

Please be sure to give our technical care team a call who can look into your issue before directing back to Apple.

Katie 🙂

Re: Apple IPhone 12 less than 4 month old broken!

HollieG11 — Fri, 29 Jan 2021 08:59:04 GMT

How do I do that please?

Re: Apple IPhone 12 less than 4 month old broken!

Katie_B — Fri, 29 Jan 2021 09:02:26 GMT

Hello @HollieG11.

Please call 150 from your EE handset and select the options for technical support.

Katie 🙂