Pixel 4a appeasement

[AnnoyedPixel4a]

I just received a call from the EE repair centre in Ashford, saying before they can carry out the “free” battery replacement, I need to pay them £80 for a screen repair. I have photo evidence the screen was not cracked before I sent it and the touch screen was in perfect working order.

Had anyone actually received a FREE battery replacement?

I’ve asked for evidence of the issue as I just don’t believe them. It feels like a scam for the company to charge customers an arbitrary £80 even when the phone was in full working order with no damage! 
I’m so frustrated with this whole situation.

[Peter_W]

Hi @AnnoyedPixel4a, thanks for reaching out to us here on the Community. 

I appreciate this is a really tough one, as with repairs if there's anything that appears to void the warranty, such as a damaged screen, we would normally need to rectify this before we can complete any warranty work.

If you're not familiar with any damage to the device beforehand though I can see why this would come as a shock.

Usually pictures will be taken to confirm device condition on receipt at the repair centre, and on dispatch if you send this from a store; how was it you sent this off?
Peter

[Anonanonanon]

Almost identical Pixel 4a 'free battery' experience via my local EE store.  Have raised it with https://www.commsombudsman.org/raise-dispute who accepted the case.