BEWARE - EE have damaged my phone and are now trying to make me pay!

[JennaS7]

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.

[Careystreeter]

I'm now taking my case higher and going through the ombudsman....stress I could do without before Xmas !

[Careystreeter]

Did you end up paying the £800?? 

[jamesalexj83]

God no! I wouldn’t have anyway, but ee repairs said the phone needed replacing and that’s what I’d have to pay. I took it to Apple who just replaced the battery. It took a long time, but eventually I finally spoke to someone who was good and they refunded me the cost of the Apple repair and sorted the damage complaint.

[Benproth101]

I am currently going through exactly the same thing. EE have now finally recognised they caused the damage, however because no one has admitted responsibility, both the store and the repair shop aren’t replacing the device.

The manager of the repair store in Nottingham literally recommended I take legal action if I want to peruse this further, because they “have nothing to do with it”. 

the frustrating issue I’m having is EE is so detached, they’re literally arguing amongst themselves over which budget replaces my Device. All the while, it’s been 3 weeks and I still haven’t got my phone back.

With overwhelming evidence and a lack of progress, I’ll be contacting trading standards, the ombudsman and citizens advice on Monday. Feel like such a Karen but ultimately EE is consistently demonstrating underhand tactics in making their problem, mine

[Christopher_G]

Hi @Benproth101 

Welcome to the community.

I'm really sorry to hear of your situation. Did you open a complaint the last time you spoke to our customer service team? If you haven't already, I would recommend doing so.

Complaints code of practice

Chris

[Careystreeter]

I had the same issue,my partner's phone was sent away after the assistant decided to run a card across the screen to get rid of the air bubble along the crease of the Samsung fold, he damaged it. Then when it was sent away for repair he wrote on the form in good condition no dents or scratches. After it came back twice from the repairers, I asked why he said that, he told me it was to get it through the process quicker!  I wasnt going to pay the costs of over £500 for a new screen. Was offered half by customer services, declined that and took it to the ombudsman, who after months of putting my case forward, it was declined as they was no evidence! Apparently they don't have access to CCTV in the shop and was told I could get a solicitor and go down that route. It's not nice being told but 6 members of staff that I caused the damage, and it was dropped! I felt intimidated and now won't go anywhere near that store! 

I've now been paying for an unusable phone for 9 months now, then they have the cheek to add the price hike, I cannot wait to leave. 

But yes! Cover your a**e, take photos. I even have a recording of the assistant telling me to do an insurance scam on the phone! It shouldn't have to be like this, but it is...phone companies don't give a damn about their customers. 

[Benproth101]

Chris, 

I have raised an official complaint but the lady taking my complaint on the phone said she doesn’t think they will get round to looking at it! 

When I asked to speak to someone else about this, she put me on hold with the music for 10 minutes and then dropped the call. 

I couldn’t make up my shocking experience!

I do have a complaint reference number now though and I’m just seemingly waiting for EE to sort their stuff out. 

Ben

[Christopher_G]

I'm sorry to hear that, @Benproth101 

If you have raised a complaint, it will be looked at. Please keep us posted on what happens.

Chris

[Benproth101]

Hi Chris,

EE have responded to my claim with mixed advice. Managers from customer services recommended I take EE to court, since there was nothing they can do. Another customer service rep asked if I would accept a partial repair free of charge, but crucially not a repair of the impact damage incurred on the device.

I insisted that the complaint was raised to exec management where after a short investigation (2hrs) they offered me a £30 voucher instead of replacing my phone. Evidently I’ve declined and opted for a letter of deadlock. 

The EE store noted and provided me receipt of the condition of the phone upon taking charge of it initially (“no marks and no dents). Exec management now decline to accept this as evidence from their own colleagues! I was also informed by EE that they sent my phone to a 3rd party repair shop. A quick google search offers multiple and recent similar circumstances where devices have been returned damaged with no recourse. 550+ reviews at 2*s is a damning public assessment. 

I now refer my case to the ombudsman to rule in my favour, where EE have failed to pragmatically review the evidence based on hearsay, whilst simultaneously ignoring the evidence that my phone was passed to them in good physical condition. 

The store manager has even confirmed the fact that my phone was not damaged upon receipt multiple times and crucially passed this on to senior complaint managers. Again, this evidence has been ignored. 

I am left completely frustrated by diabolical customer service and a refusal to take ownership of damage to my phone that EE, by their own admission, recognise that I did not cause. 

Ben

[James_B]

Hi @Benproth101,

Thanks for keeping us updated. You can find out more about the ombudsman process in the Complaints code of practice.

Hope this helps.

James