EE not fit for purpose

[Skaterguy]

I've been with EE for a few years now and never known a terrible company who apparently cares but deep down they just either use a third party company like TelePerformance (I know you use this company as I use to work for them and they do not train their staff correctly instead its all scrips and bs) or they simply do not care. Either way I want out of this terrible company for good at their expense. 

I go on holiday in June so have been trying to sort this issue out for 2 months at no help instead its all lies. My Samsung S25 is practically brand new (its less than a year old I got it in May of last year) No damage just the phone has issues charging because of the port. I've tried many different chargers and I know its the phone. I rang up EE a while back who told me to go to a store and get it replaced/fixed. The store told me there is nothing they can do and I would need to ring EE back up to get this sorted and instead I would need to travel another 1/2 hours to Samsung. I couldn't do this that day as I was moving further up north and simply didn't have time to go another 2 hours out of my way as then it would take me 4 hours to get home meaning I would miss the bus home as it was getting late. 

I rang up EE again on Saturday just gone who told me DPD will collect my phone and I would hear from them by Tuesday. Its now Thursday and I've heard nothing what so ever. I don't have the time to wait longer as by then I would have to wait a minimum of 2 weeks for repair and if they can't simply get DPD to pick up my phone then I don't want to risk going without a phone for x amount of time. So my question is because they keep failing their promises do I make a complaint, do I just go straight to legal? What do I do? This isn't the first time nor will it be the last time they let me down. The last time they let me down is when they told me I didn't have to auto cancel my 5g hub. I asked this question both in store and over the phone to be met with the same answer and they messed up yet again. I always pay my bill on time and its not cheap. I'm getting massively ripped off and they know it yet can't provide an actual service. 

[Northerner]

Hi @Skaterguy 

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Have you checked the power port is clean, also does wireless charging work. 

Not sure what you mean by legal as this is a warranty claim against Samsung and personally I would have just gone direct to Samsung , EE are not legally liable,  their service (in your view) is just poor. 

Lastly back up and factory reset your device before sending it for repair.

Thanks