22-08-2023 12:49 PM
Well the saga continues...like most fold and flip customers my inner screen is faulty, developing a fault which both EE and Samsung are fully aware of, they are behaving contrary to consumer rights law and the phones are not fit for purpose, I took this as far as I could go with the utterly disinterested, unhelpful and sometimes rude customer service team at EE, they said they would send me a deadlock letter enablimg me to open a case with the telecommunications ombudsman but so far no letters apart from bills and threats of debt collectors when I was late paying a bill due to my disgust in the company.
Anyone had any joy in sorting their flip/fold screen? or anyone have an open case with the ombudsman?
22-08-2023 01:13 PM
Hi @elchrisso79
I've replied to your other thread, but realised here that you have already raised a complaint. I'm sorry to hear that you haven't come to a resolution.
To discuss the deadlock letter, you'll need to speak to our complaints team again.
Keep us posted on what happens please.
Thanks
Chris
22-08-2023 01:30 PM
Too late, I will inform the ombudsman of the lack of a deadlock letter, I'm sure that will strenghthen my case, also I'm communicating with watchdog and their consumer rights team as you are in breach of consumer rights law
30-11-2023 12:35 PM
Totally agree, faulty product not fit for purpose and just get bounced between EE and Samsung, terrible customer service from EE. I've usually had a great service but not in this instance sadly.
Unfortunately I can't give you any good news and for now I've given up as there's simply not enough time to keep pursuing it.
30-11-2023 02:27 PM
Hi @holly1236
I am sorry to hear this.
What have Samsung advised?
How long have you had the device?
Leanne 🙂
30-11-2023 02:35 PM
15 months, advised that there would be a repair charge.
30-11-2023 02:36 PM
Thanks for coming back to me @holly1236
I am sorry to hear this, did you send the device to us or Samsung for repair?
Leanne.
30-11-2023 02:52 PM
I haven't sent it for repair as it is clearly a design fault with the phone, as noted by so many other people on this forum. The zflip is not fit for purpose and I shouldn't be having to pay for it to be repaired!
30-11-2023 03:02 PM
Thanks @holly1236
I would suggest giving us a call on 150 and the team will see what they can do to help.
Leanne.
30-11-2023 03:37 PM
Standard answer, I don't have time to be making more calls to be told the same thing. Thanks though.