topic EE have lost my phone in Android Devices

EE have lost my phone

davger — Mon, 11 Mar 2024 14:42:38 GMT

Any ideas on how long EE should take to decide my phone has been lost?

I dropped Galaxy 4 Fold into local EE shop for repair under warranty. They estimated 10 day return, over two weeks later and repair centre still awaiting receipt and they cant find it with courier. Apart from confirming it was collected from the shop they are unable to get further updates. Contacted EE direct who opened a complaint, they simply told me i need to deal direct with store and then closed my complaint.

Re: EE have lost my phone

Chris_B — Mon, 11 Mar 2024 15:45:42 GMT

@davger Go to the store and ask where’s the device. If they cannot give you this information request a replacement If it didn’t arrive at the repair centre and they don’t have it the device is lost and you should get a free replacement. the store will have a procedure to follow for lost devices in their care and they should be following that procedure.

Re: EE have lost my phone

davger — Mon, 11 Mar 2024 16:00:09 GMT

Thanks Chris for the response, they stated that they have raised an issue
log with both dpd and repair centre. My problem is couriers normally
state not lost until 30 days or something after being notified of a
complaint. Don't want to wait that long - just didn't know if anyone else
has had a similar problem and how it was resolved. The local shop are
obviously not at fault and seem helpful but im aware that ultimately my
contract of repair is with them not the courier or repair centre so they
will need to resolve it.