topic Re: Faulty add to plan in Other phones & Devices

Faulty add to plan

Tuff3612 — Mon, 09 Jan 2023 18:41:00 GMT

Hi, I purchased a turtle beach headset through add to plan in March last year and haven’t used it much but in early December I noticed they no longer took a charge, I contacted EE about a replacement but they told me to contact the manufacturer, so I did and they gave me a link to a firmware update which I have tried to do but it would not complete the update. Turtle beach have said as I did not purchase direct through them I needed to return it to the place I bought it from. On the phone again with EE again this evening for nearly an hour and they are refusing to take it back! So now I’m stuck with a quite expensive paper weight. Anyone got any ideas??

thanks

Re: Faulty add to plan

James_B — Tue, 10 Jan 2023 08:42:50 GMT

Hi @Tuff3612,

Welcome to the EE Community. 🙂

I'm sorry to hear your headset is faulty. What were you advised on your last call to EE?

James

Re: Faulty add to plan

Tuff3612 — Tue, 10 Jan 2023 11:16:05 GMT

Hi James,

I was advised by EE that I needed to return it to the manufacturer but the manufacturer are advising me it needs to go through EE. I have looked on trading standards website and they agree my contract for faulty goods is with EE not with turtle beach but the person I was speaking to was adamant he couldn’t do anything

Re: Faulty add to plan

James_B — Tue, 10 Jan 2023 11:41:17 GMT

Hi @Tuff3612,

I've sent you private message. Please check your inbox and get back to me when you can.

Thanks 🙂

James

Re: Faulty add to plan

Dan486 — Tue, 30 Jul 2024 16:11:59 GMT

Hi James, wondering if you can help me with a similar problem.

I bought a PS5 controller around sept 23, can't find the exact date.

It's got stick drift and the headphone connection doesn't work.

Spent an hour on the phone to an agent who really tried to help, but her hands were tied.

The correct department wouldn't take the call as I can't find a reference number from almost a year ago.

Gave me a number for channel returns but that seems to take me back through to the same menu options.

As my purchase was from EE, I know the liability lies with them and not the manufacturer but I can't get through to anyone to help.

Any advice you can give would be most appreciated.

Re: Faulty add to plan

Leanne_T — Wed, 31 Jul 2024 07:57:45 GMT

Morning @Dan486

Thanks for coming to the community 🙂

Have you tried contacting Sony to see if they can get the controller replaced for you?

Leanne.

Re: Faulty add to plan

Dan486 — Wed, 31 Jul 2024 14:52:14 GMT

Hi Leanne,

Thanks for your reply.
I've not contacted Sony as they're only the manufacturer. My purchase was through EE so under consumer rights act, my contract is with EE and they're the liable party.

And I'm not saying that EE aren't helping or trying to pass the buck to Sony, I just can't get hold of anyone that's able or willing to help me.

Sent from Outlook for Android<>

Re: Faulty add to plan

Leanne_T — Wed, 31 Jul 2024 15:45:51 GMT

Hi @Dan486

If you purchased in September 2023 and added this to your account, you would need to contact the manufacturer to discuss the fault and they will help you get this sorted.

Leanne.

Re: Faulty add to plan

Dan486 — Wed, 31 Jul 2024 17:12:30 GMT

Hi Leanne,

It's less than a year old, so not only would there be a manufacturers guarantee, Consumer Rights Act states that's goods need to last a reasonable amount of time and be fit for purpose. Consumer rights also states the contract is between the consumer and the seller (not the manufacturer) I worked for Citizens Advice so I know this to be the case.

Ive also had this before where EE have tried to pass the buck onto the manufacturer and they backtrack pretty quickly when you quote consumer laws.

The agent I spoke to yesterday even agreed to replace it and noted my account accordingly but the number she gave me for channel returns just takes me to the same IVR as your normal customer service menu.

Hope this gets us towards a resolution.

Re: Faulty add to plan

Rach_H — Thu, 01 Aug 2024 09:41:30 GMT

Hi @Dan486,

I'd recommend reaching out to the team on 150 and they can get you transferred to the right place to get this replaced.

Rach

Re: Faulty add to plan

Dan486 — Fri, 02 Aug 2024 08:45:48 GMT

Hi Rach,

Appreciate that, but it doesn't work.

I spent over an hour on the phone to 150.
They couldn't pass me to the team who deal with add to plan. They refused the call as I didn't have a reference number.

She gave me a number for channel returns but that just took me through to the same IVR menu so I can't get through to anyone on that number either.

Not a great experience considering the amount of money I pay EE each month.

Sent from Outlook for Android<>

Re: Faulty add to plan

Ali_A — Fri, 02 Aug 2024 11:04:44 GMT

Hi @Dan486
Although Sony are the manufacturer, they have a process in place specifically for repairs/replacements of in warranty items irrespective of point of sale.

You can reach Sony's repair service Here

Ali

Re: Faulty add to plan

Dan486 — Fri, 02 Aug 2024 11:10:48 GMT

Hi Ali,

Starting to get a bit fed up of being passed around the houses.

Under consumer law in the UK, there are 2 parties to a contract of sale. The trader, EE in this case, and the consumer, me.

In the case of issues, the case is between the trader and consumer, not the manufacturer.

I stated this to the agent I spoke to. I've stated this in the thread of this chat.

If someone else tries to fob me off to Sony again, I'll be raising an official complaint and passing the information across to the regulator and the ICO.

According to the agent I spoke to, she has already noted my account to confirm I can return the device for a replacement, but I can't get through to that department to get any sort of address details or confirmation that she has done what she said she would.

Sent from Outlook for Android<>

Re: Faulty add to plan

Ali_A — Fri, 02 Aug 2024 11:38:43 GMT

You'd need to contact Customer Service on 150 for any information that had been agreed with them.

The returns team are not customer facing so you'll need to visit the link online

Ali

Re: Faulty add to plan

Dan486 — Fri, 02 Aug 2024 11:46:38 GMT

I have contacted them.
The team I need to speak to won't take the call as I don't have an order number from 10 months ago.
My bill from then doesn't show the order number and the customer service agent said they don't have a record of it.

The number the agent gave me for channel returns doesn't work.

This service has just been people trying to pass the buck onto Sony, or telling me to call 150.

All I need is for someone to take some ownership of this and get me to a suitable resolution

Sent from Outlook for Android<>

Re: Faulty add to plan

Ali_A — Fri, 02 Aug 2024 12:13:42 GMT

If you placed the order on our website or through Customer Service the order number will still show in your account order records, if you are still on the same EE billing account.

Ali

Re: Faulty add to plan

Dan486 — Fri, 02 Aug 2024 12:16:39 GMT

When I go into the orders section on the app, it tells me it's not working. Been like that for over 2 weeks now.

But hey, EE have had their money right? Why bother trying to resolve an issue?
[Image]

Sent from Outlook for Android<>

Re: Faulty add to plan

Ali_A — Fri, 02 Aug 2024 12:51:48 GMT

Customer Service guides will be able to access a list of all orders that have been placed on the account.

Ali

Re: Faulty add to plan

Dan486 — Fri, 02 Aug 2024 12:55:38 GMT

You really don't read my reply do you?!
The customer service guide I spoke to confirmed she isn't able to see the order number on their systems.

Sent from Outlook for Android<>

Re: Faulty add to plan

Ali_A — Fri, 02 Aug 2024 13:25:36 GMT

@Dan486 Did you purchase the controller as an add-to-plan on your account, or was it an outright purchase from the EE store website?

Add-to-plan orders are linked to the Mobile billing account.
EE online store orders are completely separate sales process which mobile Customer Service team have no access to.

EE store orders can be found Here

If you need to contact the EE store team you can do so through the Contact Page

Ali