I've had my phone (Google Pixel) just under a year and it was in mint condition. I started having an issue whereby my phone would crash, even when I wasn't using it and got stuck in a reboot loop. Eventually, it was so bad it wouldn't stay on for a second without crashing and was totally unusable.
A quick search on the google forum told me this was a common issue!
As my phone is still under warranty, I took it to a store. The process felt too easy - that should've been my first warning sign.
The Assistant Manager struggled to take the case off, even mentioning how robust the case was and then examined all the sides, corners, and glass for any damage. She recorded on the repair receipt that it was in great condition and there were no marking or dents and agreed it was likely a software fault.
She filled out some paperwork and explained that it would be sent off and repaired. I thought, great! Again, too easy.
I followed my phone on the tracking and it took 7 days to arrive at the repair centre.
It then took a further 3 days to go to an engineer.
Today I received an email quoting me £230 as apparently my warranty is void as there is a noticeable crack in the corner casing. I have always had a case on my phone and it has never been dropped - how would it crack underneath a thick case when it hasn't been dropped?!
Somewhere between me handing the phone over, it being packed, going through transit, being handled by whoever accepted it and handed over to an engineer it has been cracked and now EE are trying to pass the blame.
After a million different calls and being passed between various departments, I was told the only way to avoid paying, is to prove that the crack wasn't there. At the time I wasn't sure where the crack was so I shared a video with them that my partner took when my phone was stuck in the reboot loop but naturally not sufficient evidence as I have a case on where the crack now is. At no point in the process was I told to take photos of my device - I also didn't think to as it was in mint condition. The Assistant Manager at the branch who examined and confirmed there were no dents/markings didn't take any photos or ask me if I wanted to. I also sent them on the repair receipt, which they already have which says there are no markings or dents.
A quick search of the EE community shows that this seems to be a recurring issue and I think it's a tactic to get away with having to fix faulty phones so proceed with caution. I have asked if there is an independent agency I can complain to investigate EE's practices as I think this is ridiculous.
I have insurance separately from EE so the easiest thing would be to cut my losses and go down the insurance route but I refuse to pay an excess fee when the fault is with the model and lies with EE/Google.
Please please please if you read this, take photos of your device before you send it off.
