topic Re: EE Repair tracking not working in Other phones & Devices

EE Repair tracking not working

AnnoyedEE1 — Mon, 26 Jun 2023 19:49:19 GMT

Gave my phone to Sutton Coldfield branch for repair

Was told would be in warranty

phone was assessed as having pressure damage whatever that is and was told that I need to paid, fine.

Tried to download from your tracker - unable to. Called Sutton Coldfield, was told there’s nothing they can do as not on system.

called Birmingham to be told that they’re the sales staff so nothing they can do

then spent over 3 hours in total to your technical team to be told that it is a £170 cost and that they are able to tell them to proceed with the repair only to be then sent an email saying they can’t do anything

requested to register a complaint several times to be told ‘there’s no complaints department’

absolutely farcical situation

proceed with the repair and send my phone back - is it really that difficult?

Re: EE Repair tracking not working

XRaySpeX — Mon, 26 Jun 2023 19:53:19 GMT

@AnnoyedEE1 : Of course EE has a Complaints Dept. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

Re: EE Repair tracking not working

Christopher_G — Tue, 27 Jun 2023 06:45:57 GMT

Hi @AnnoyedEE1

Welcome to the community. I'm really sorry to hear of your situation. I recommend following @XRaySpeX's advice and form a complain through the website. It will then be investigated and you will be contacted.

Hope you get sorted.

Chris

Re: EE Repair tracking not working

AshJP — Sat, 14 Oct 2023 19:21:24 GMT

@AnnoyedEE1 wrote:
Gave my phone to Sutton Coldfield branch for repair

Was told would be in warranty

phone was assessed as having pressure damage whatever that is and was told that I need to paid, fine.

Tried to download from your tracker - unable to. Called Sutton Coldfield, was told there’s nothing they can do as not on system.

called Birmingham to be told that they’re the sales staff so nothing they can do

then spent over 3 hours in total to your technical team to be told that it is a £170 cost and that they are able to tell them to proceed with the repair only to be then sent an email saying they can’t do anything

requested to register a complaint several times to be told ‘there’s no complaints department’

absolutely farcical situation

proceed with the repair and send my phone back - is it really that difficult?

Re: EE Repair tracking not working

AshJP — Sat, 14 Oct 2023 19:22:55 GMT

Yes that's completely correct!! I was meant to sort a same day repair out and spent 3hrs to then be told that repairs is ansub contract company and that the IT system is not working and this is on 14/10/2023!!