topic Re: EE will not repair my new 2.5 months into contract iphone has stopped charging in Apple Devices

EE will not repair my new 2.5 months into contract iphone has stopped charging

Mashman29 — Fri, 10 Oct 2025 10:45:49 GMT

Quick info, ive been an EE customer for years! and have 3 mobiles with them, broadband and TV. In late July i upgraded an end of contract phone to a Iphone 16 as good as new deal phone which has been great up till 2 weeks ago when it just stopped charging, I have taken it to the EE store in Cambridge where they have looked at the phone and said because there is a scratch on the screen they cant repair it and the out of warranty cost will be £650!!! to get a new handset. I just cant understand this, can anyone from EE help or how do i raise a formal complaint. Many Thanks.

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Mashman29 — Fri, 10 Oct 2025 13:25:13 GMT

Update : i have now been given back my non functioning phone as i wont pay £650 to repair it, it turns out the mother board is suspected as failed but still wont be repaired. Can someone @EE customer support please help or let me know how to complain as I really dont think its right to get a new contract phone in July and then told I will have to pay for a new phone because the main component has failed, 2.5 months later.

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Schockwave — Fri, 10 Oct 2025 15:26:34 GMT

@Mashman29 , you can complain here:

https://ee.co.uk/help/contact-ee/complaint

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

bristolian — Fri, 10 Oct 2025 15:33:54 GMT

"Good as new" phones come with the same manufacturers warranty as brand-new ones - https://ee.co.uk/help/mobile/upgrade/whats-good-as-new

Not to mention statutory rights.

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Mashman29 — Sun, 26 Oct 2025 17:38:39 GMT

Thankyou for you advice and again EE have been a nightmare and wont repair my phone under any condition eventhough ive never had the real chance to use it. I will take the complaint to the ombudsman and look to cancel my 4 phone, tv an broadband with them which ive had for year. Customer service has been appalling!

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Mashman29 — Sun, 26 Oct 2025 17:39:07 GMT

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Katie_B — Mon, 27 Oct 2025 08:22:29 GMT

Good morning @Mashman29.

Thanks for coming here.

I am sorry to hear about your recent repair experience.

I would recommend following the link provided by @Schockwave and completing the online complaint form.

A member of our complaints team will then be in touch to discuss your complaint further.

Katie

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Mashman29 — Mon, 27 Oct 2025 09:42:34 GMT

Hi @Katie_B I did follow the complaints process already and received a call where i was told that the in store EE maintenance staff are sub contracted to another company which EE (ridiculous) have no push back on their decision which was to say there is a mother board failure which would need me to buy a new phone. I have had the phone 2.5 months only and its faulty (motherboard) but EE wont do anything about it more over will now loose a long term (multi product) customer. As I said before Customer service has been appalling...

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Ali_A — Mon, 27 Oct 2025 16:28:07 GMT

@Mashman29

It sounds like your issue has fallen under the following condition of the terms found at EE Device Care Extras Terms
"What if there is a fault and damage?
The warranty does not cover any repairs if your device is damaged as well as faulty. You may be able to pay to have any damage repaired or make a claim under any insurance you may have that covers the damage. "

Have you contacted Apple Support for a warranty repair claim at your local Apple store as an alternative repair option?

Ali

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Mashman29 — Mon, 27 Oct 2025 16:26:31 GMT

@Ali_A I hope you do not work for EE as you have answered again my question (Re lack of customer support to someone thats been with EE for many many years). How can a customer buy a phone via EE contract, 2.5 months later develops a mother board failure, this is completely at no fault to the customer its a technical/manufacturing problem. And im sure everyone will be surprised with how little warranty EE does cover.

The phone has not been damaged by me! its a hardware fault ie the motherboard ....and yes ive tried everyone... apart from the ombudsman as its essentially a credit agreement which give me ground to raise a formal complaint due to the issues raised.

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Schockwave — Mon, 27 Oct 2025 16:35:34 GMT

@Mashman2 , @Ali_A does work for EE, check EE Community Support Team under her name, means she does.

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Mashman29 — Mon, 27 Oct 2025 16:52:22 GMT

Thankyou @Schockwave but ive spoken with them and they wont help any further so have been advised by them! last week to now try the ombudsman if im not happy. Hence i will cancel all EE services i have and move to other providers who act more with common sense and understand what a valued customer means. Thanks for you help but I find this to be a very poorly handled situation.

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Peter_W — Mon, 27 Oct 2025 16:52:46 GMT

Hi @Mashman29, I'm just picking this up for Ali as he's now finished for the day.

The details he shared here are the correct ones for anything concerning faults and damage.

I really see where you're coming from when saying that the reported damage to the screen isn't necessarily the cause of the motherboard fault, but physical damage of any kind is seen to invalidate the warranty of the handset.

Once this is rectified you could then pursue the warranty work on the motherboard, just be aware this would need to be completed by us or Apple directly.

If you remain unhappy about this you can absolutely raise a complaint like the others have mentioned, and if we weren't able to agree on a resolution at this stage it would next be referred to the Ombudsman for independent review.

You can find all the details you need to know about our complaints process within our complaints code of practice.

Peter

Re: EE will not repair my new 2.5 months into contract iphone has stopped charging

Mashman29 — Tue, 28 Oct 2025 10:32:41 GMT

@Peter_W again ive asked that question re getting the screen repaired which is a NO as .....it could not be tested as there is no power to the device ....because the mother board is faulty and wont charge................. Let me know what you suggest? as this is getting ridiculous.