topic Re: BEWARE! EE damaged my phone and are refusing to accept it in Android Devices

BEWARE! EE damaged my phone and are refusing to accept it

Jakey24 — Sun, 25 Jun 2023 10:58:48 GMT

I have a pixel 6a which developed a green screen randomly, upon this happening I took images of this and sent them to Google, who confirmed it would be under warranty and that I could either take to a local Authorised centre (my local EE store) or send directly.

With the EE store supposedly being the quickest option, when I took my phone in I took images of the condition of the phone in both a black screen and the green screen state. No scratches, physical damage or dents on the phone.

This was also confirmed by the shop staff and is evident on my Repair Booking form - Phone is in perfect condition, shows no scratches, markings or dents yet has faulty green LCD.

2 days later I received a quote from EE stating there are 2 large scratches UNDER the screen and it would cost £110 to fix. I instantly requested my phone back and sure enough there are 2 huge scratches under the screen that were not there. This is evident by the images and the repair booking form. These scratches are unmissable and would have easily been spotted by the multiple members of staff that looked at the phone.

After some back and forth with the shop they said there's nothing they can do and I should contact complaints, this led nowhere as they pretty much have no power over the repair team, so whatever the repair team says is final.

Google will not now touch the phone as the phone is not in the condition of the images I provided originally.

So now I am stuck with a phone that EE damaged and are refusing to take any responsibility.

This is clearly not the first time, having read multiple posts on these forums of exactly the same issues, they clearly use this tactic to avoid in warranty repairs.

BEWARE OF TAKING YOUR PHONE TO EE as they are clearly incapable of looking after customers property.

Re: BEWARE! EE damaged my phone and are refusing to accept it

James_B — Sun, 25 Jun 2023 13:20:09 GMT

Hi @Jakey24,

Welcome to the EE Community.

I'm sorry to hear you've experienced a problem with our repair service.

Please get in touch with Customer Care so a member of the team can look into this for you.

Thanks

James

Re: BEWARE! EE damaged my phone and are refusing to accept it

Jakey24 — Sun, 25 Jun 2023 13:25:54 GMT

Hi James,

Thanks for the reply, in all honesty I have been in touch with all levels of your customer care and all that has happened is I've been passed around to different departments and no one wants to take any responsibility. It has been over a month now and I am no further forward, hence me warning other members about EE's actual level of care for customers.

Re: BEWARE! EE damaged my phone and are refusing to accept it

James_B — Sun, 25 Jun 2023 13:28:34 GMT

Have you raised a complaint @Jakey24?

James

Re: BEWARE! EE damaged my phone and are refusing to accept it

Jakey24 — Sun, 25 Jun 2023 13:39:04 GMT

Yes, I was in touch with the Executive customer care team.

No care for my personal property whatsover and no responsibility taken by anybody.

Re: BEWARE! EE damaged my phone and are refusing to accept it

James_B — Sun, 25 Jun 2023 13:44:12 GMT

Hi @Jakey24,

If you were unhappy with the response to your complaint, you can refer your complaint for independent review by an Ombudsman. Please see our complaints code of practice for more information.

Hope this helps.

James

Re: BEWARE! EE damaged my phone and are refusing to accept it

Jakey24 — Sun, 25 Jun 2023 13:49:14 GMT

Yeah, already in the process.

But, my post is to warn others what has happened and to back up previous posts that complain of the same thing.

EE have damaged my property and refuse to take responsibility, that is the bottom line.

Re: BEWARE! EE damaged my phone and are refusing to accept it

James_B — Sun, 25 Jun 2023 13:56:01 GMT

Please let us know how you get on @Jakey24

James

Re: BEWARE! EE damaged my phone and are refusing to accept it

Tigerfeet2 — Mon, 27 Apr 2026 19:18:23 GMT

I have just had the same experience with ee repair team have asked for my phone back as now wo not be covered by warranty now as ee repair service have damaged my phone went in needing a new screen which would have been covered by warranty and suddenly it has two big finger sized damage marks to bottom half of screen that wasn't damaged and what looks like they've rubbed it round the floor as now has two massive gouges out of screen this is a szmsung galaxy flip 7 only 6 months old now have no phone i have just put a complaint in too, i hope u get urs sorted

Re: BEWARE! EE damaged my phone and are refusing to accept it

ee_user14 — Tue, 28 Apr 2026 07:07:50 GMT

@Tigerfeet2 wrote:
i hope u get urs sorted

You may not have noticed before posting, but this post was from June 2023, 3 years ago @Tigerfeet2

Re: BEWARE! EE damaged my phone and are refusing to accept it

Chris_S — Tue, 28 Apr 2026 08:02:18 GMT

Hi @Tigerfeet2

Welcome to the EE Community.

I'm sorry to hear about your situation.

I can imagine it's very frustrating when you send off your phone, and you receive it back damaged.

As you have sent us a complaint, a member of our complaints team will investigate this for you.

If you have not received a satisfactory outcome within 8 weeks, you can refer your complaint to the Ombudsman.

You can find more infomation on our Complaints code of practice form.

Chris S

Re: BEWARE! EE damaged my phone and are refusing to accept it

ee_user14 — Tue, 28 Apr 2026 08:00:28 GMT

@Chris_S wrote:
If you have not received a satisfactory outcome within 8 weeks, you can refer your complaint to OFCOM.

Are you sure about Ofcom, @Chris_S ?

I think you might mean either the Ombudsman or FCA, depending on the circumstances... 😉😉

Re: BEWARE! EE damaged my phone and are refusing to accept it

Chris_S — Tue, 28 Apr 2026 08:03:09 GMT

Thanks @ee_user14

*Amended

Chris S