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Treated like an imbecile

Garyosborne1978
Investigator
Investigator

‎11-12-2024 09:43 AM

Have had a Samsung Flip 6 for 2 months and the touch screen has failed (frozen).

Took phone into an EE Store to send off for repair (paperwork states general wear and tear) this I will dispute 

Anyway got a call this morning from EE stating that my phone has a dent which has caused the issue and I need to pay £300

After several calls and no information given to me as in proof I am sat here with no idea what to do

0 Helpful
4 REPLIES 4
Garyosborne1978
Investigator
Investigator

‎11-12-2024 10:04 AM

How have you got on as I'm having the same issue and have and still am having a nightmare with EE

Took flip 6 in store for sending off to repair, he stated in store my phone had general wear and tear but EE are stating my phone has a dent which has caused the screen issue and want £300

 

0 Helpful
Alex_H
EE Community Support Team

‎11-12-2024 12:02 PM

Hi @Garyosborne1978,

Welcome to the EE Community

I am sorry to hear you are having an issue with your phone screen being unresponsive.

With our repair service there should be pictures taken when its being booked in and pictures when it arrives at the repair centre to compare against. Then the phone will be inspected and unfortunately if damage is found which voids the warranty the repair would then be chargeable and the repair centre would contact you with a quote. 

They would also upload photos showing the damage they have found. All photos should be available by entering the details of your repair booking on our tracker here EE Online

If you no longer wish to go ahead with the repair you can request that the phone is returned not repaired free of charge if you wished to look at other repair options such as through the manufacturer. 

Alex

 

Garyosborne1978
Investigator
Investigator
In response to Alex_H

‎11-12-2024 07:29 PM

Hi Alex,

No pictures were taken when my phone was handed in at the EE shop nor was any taken when it was delivered to the repair centre!

I only received 1 picture after complaing to your complaint centre and I'm now being told by the 3rd party repairer that they have not inspected the phone as its damaged yet wanted £270 to repair. How can you ask for money if you've not repaired the phone! I am totally lost as to what to do and to add salt to the wounds I've also got a wat h that can't be used as I can't pair it to the phone please help

0 Helpful
Linzi_H
EE Community Support Team
In response to Garyosborne1978

‎12-12-2024 08:15 AM

I'd suggest speaking to the store directly if you have any concerns about your repair information. They'll be able to explain in full detail, @Garyosborne1978. They should also have access to any photos taken and discuss these with you against the comments from the repair centre.

This is also covered in Repairing Your Phone Terms and Conditions. Any damage would not be covered under warranty, and a quote would be given for the repair. You then have the choice to accept this offer or decline. 

Linzi