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Faulty phone

Sona1987
Investigator
Investigator

‎24-02-2022 12:50 PM

Hello 

What can I do if my phone(S21) is brand new and faulty? EE doesn't want to change it because I bought more then 30 days ago(I boughton 23th December), but I only opened it to use 2 weeks ago(beginning on Feb)

Is it fair to pay for repaired one as a new £43 +3.9% increased from April and 2 years???? I cancelled my direct debit. I am happy to send a phone back and find a new provider, but EE don't accept my request. What shall I do?

0 Helpful
15 REPLIES 15
XRaySpeX
Grand Master
Grand Master

‎24-02-2022 01:51 PM

If it's under 6 months old you can give EE one chance to repair or replace a faulty item before you are entitled to claim a refund.

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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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Sona1987
Investigator
Investigator
In response to XRaySpeX

‎24-02-2022 02:21 PM

Thanks for answering.

They offered me ro repair, but I think it's not fair to pay repair phone same price as new one. I bought and Happy to pay for my phone but not for repair one, as any phone which opened ones for repair it's not a same price as new one. Phone is just 2 months old, I bought on 23.12.21 but I opened to use from Feb 6th 2022.

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Sona1987
Investigator
Investigator
In response to XRaySpeX

‎24-02-2022 02:21 PM

How can I claim refund? Any idea please? 

Thanks 

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wardi
Star Contributor
Star Contributor
In response to Sona1987

‎24-02-2022 02:31 PM

@Sona1987 .. in what way is it faulty?

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BrendonH
Community Hero
Community Hero
In response to wardi

‎24-02-2022 02:37 PM

They go by when you purchase the phone. So if you decided not to open it until Feb 2 months after purchase then its a 2 month old phone.

 

You have been given the option to repair it. This is your only option, they will not replace it if i


BrendonH (Android Expert) Google Pixel 8 Pro Obsidian Black (Android 14)
If I have helped please click the THUMB/SOLUTION buttons below
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Sona1987
Investigator
Investigator
In response to wardi

‎24-02-2022 02:38 PM

It's keep on freezing I can't use any app, even on motorway when I use a map It's frozen and I need to risk my life and restart my phone during my driving time and put a new map again. Also it's keep on overheating and I can't tach it from behind. Automatically receiving a message on my screen don't use a phone it's overheated and dangerous even without putting on charge. I don't wantimagine what will be one day when it's explode during my talking if I don't see that massage. It's so warm burning my ear.

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Sona1987
Investigator
Investigator
In response to BrendonH

‎24-02-2022 02:42 PM

Repair and have a repaired phone when you paying for new one price? Is it right you think?

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BrendonH
Community Hero
Community Hero
In response to Sona1987

‎24-02-2022 02:44 PM

Well right now you have a faulty phone and paying for it so what do you want?

 

A repaired phone or a broken phone?

 

You may as well cancelled the direct debit but EE will chase you for the money.


BrendonH (Android Expert) Google Pixel 8 Pro Obsidian Black (Android 14)
If I have helped please click the THUMB/SOLUTION buttons below
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Sona1987
Investigator
Investigator
In response to BrendonH

‎24-02-2022 02:49 PM

That what I did, stop my direct debit and gave them options to send me new phone and I'll put my direct debit back and give a faulty one back or cancel 2 years and I'll send them their faulty phone back even I paid 2 months without using it. But they don't accepts any of this. I need a advice what can I do in future? Is it any costumer rights in this situation or not?

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