I've been told my warranty is not valid

[Bar7]

Hi

Been with EE twelve years. I have a Samsung on contract since April this year. Network coverage has stopped. Fully paid up etc. etc. Took it to EE repair shop. Two days later a EE third party repairer phoned me and told me the phone has a fault. But the warranty is invalid because I had taken it to a third party to repair before and they have fitted substandard parts. This is a lie. I am angry. Has anyone else had this problem?

[Northerner]

Hi @Bar7 

Have you had any third party repairs done.  Did they say what parts. 

Thanks 

[Bar7]

I personally have never had a repair done. EE's third party repairers have only opened the phone and told me it is defective. This is just happening now. I'll find out tomorrow their diagnosis. To accuse me of this I smell something rotten.

[Christopher_G]

Hi @Bar7 

Welcome to the community.

I'm sorry to hear that your phone couldn't be repaired. Please update us once you see the diagnosis.
Chris

[Bar7]

Hi

Just phoned EE Watford. They tell me my warranty is useless because a warranty seal was broken when they opened the phone indicating a third party repair. This is a lie. I have had the phone since new and never had a repair. Talking to a brick wall. The point is, and I am telling the truth, if someone did a repair BEFORE I got the phone from EE, is this a refurbished phone repackaged as new and given to me? Or is it a ripoff scam?

[Christopher_G]

Thanks for explaining some more, @Bar7. Have you raised a complaint about this? That way our complaints team will investigate this and contact you directly.

Chris

[Bar7]

Hi

Thanks for getting back to me but the complaints team are just EE stooges. If someone could tell me why I should take an under warranty phone to a third party repairers AND PAY, I will listen. My point is, if the warranty seal on my new phone was broken  who broke it because it wasn't through my actions? Who? It stinks of a scam somewhere along the line from manufacturer to the EE shop that gave me the device to SBE who opened the device. I will take it further.

[Sarah7619]

Yes !!!  They lied about the problem and said it wasn't valid under warranty and want to charge me for a fault that is repeating fault on the z3 folds!! £571 and I have dead pixels they have ignored and lied and said my phone os damaged! It's not and it's a Samsung manufracting fault. Made a complaint today. I'm still paying for the phone. I am so angry it's daylight robbery and they're liars

[Christopher_G]

Hi @Sarah7619 

I'm sorry to hear that you have this problem with your phone. Our complaints team will look into this and contact you to discuss it. Please keep us posted on what happens.

Chris

[Fobbedoffbyee]

I'm assuming this was Cambridge as Im having some glorious fun with them, to the point that they all completely ignored me (7 staff... 1 customer) so I spoke to customer services while sitting in the store.

They eventually had to get security to remove me because..... "I was talking too loud on the phone"

Anyway, I gave my phone to ee to get repaired, was quoted a very similar price to you, but when I was told it was damaged I pointed out there was no damage.... 

To void a warranty, within the first 6 months, the seller has to prove that any "damage" to the phone is actually what caused the fault in the first place.

But.... EE will say it is the repair team who are making the decision.  That may well be who they send the phone to, but as an EE customer, the responsibility of the phone being fit for purpose lies with EE.

They then complain to their supplier etc. 

If a device is faulty, "damage" only matters if is shown to be linked to the fault.

So not let them try to convince you their terms and conditions supercede your statutory rights.

(I'm sure thia post will obviously not be allowed, even though it complies with all requirements!)