topic Re: Solution required in Other phones & Devices

Solution required

Anittalovely — Tue, 23 Dec 2025 22:38:38 GMT

I bought a Sony earpods via the EE app in the month of May 2025, on monthly contract. It stopped working completely like 2 months ago. I thought initially it was an issue with the charger and changed the charger but no luck. I tried connecting it with my partners phone, thinking it might be an issue with my phone, that didn't work either. So, I took it to my local EE store and I was asked to take it to a bigger store where engineers on site are available. But, the response I received when I got there, was very bad. I waited for over an hour for that store colleagues to tell me to contact Sony, as EE engineers do not repair Sony products.They tried sending me away by telling that I need to make an appointment and cannot just walk-in. However, I contacted Sony. They asked me to get a VAT receipt from EE, for which EE days they cannot provide me with one, as I did not buy the earpod on full payment. I have been contacting Sony and EE back and forth about the same and until now I have no solution and I am being asked to pay for the earpods even though it doesn't work. What can I do in this situation. I am stuck with something that doesn't work and I am still paying. Neither EE nor Sony wants to take responsibility, keep pushing me to other team. And EE billing says I have ti keep paying the bill though it doesn't work.

Re: Solution required

Northerner — Wed, 24 Dec 2025 09:57:18 GMT

Hi @Anittalovely

Complain quoting the Consumer Rights Act 2015 and asking EE for a repair or replacement.

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

Thanks

Re: Solution required

Peter_W — Wed, 24 Dec 2025 11:11:09 GMT

Good morning @Anittalovely.

I can't speak for Sony's repair policy specifically, but I've never known manufacturer's require a full VAT receipt in order to make a warranty claim, usually a proof of purchase should be enough.

The complaint option that @Northerner mentioned here is definitely a good shout so we can make sure we've looked into every option we can at our end.

It's also worth giving our electronics team a call too, as if you needed proofs sending out, they should be able to provide this.

Peter