Disgusting service

[Ellie0905]

I upgraded my phone 13 days ago. Wanted to leave EE after 10 years due to extortionate prices compared to others. Spoke to a handler and decided to stay. 12 days after receiving the phone (yesterday) the screen went black and the phone stopped working. I work 12 hour shifts 6 days a week. Yesterday was my only day off. I also rely on my phone due to the systems we use in work which is on our phones. I needed my phone working by 7am this morning or I wouldn’t be able to work my shift and loose £200. I have then taken it to Apple who said the phone is faulty, basically the motherboard. Upon fixing my phone they also found more issues a total of 4 hours waiting for the repair - I didn’t not have the time to be doing an exchange with EE. I have explained this to EE they have offered no help, repeating they offer an exchange even though I explained multiple times I didn’t have time to wait for a new phone. Maybe even to get a new phone for the same fault to be found? No thank you. They offer no sympathy for the situation. In total I spent from 8am when it broker until 7pm that night when finishing setting the phone up again. Basically a new phone just the same screen. Under Apple warranty price was covered but the repairs were £700 in total. FOR A BRAND NEW PHONE. The phone was unfit for purpose under the consumer act. Also to mention this happened with my previous iPhone 11 Pro Max 4 years ago once again through EE. I was offered TNT sport … which I have no use for. Xbox game pass… I don’t even own an Xbox. Then offered £10 credit… spent £30 travelling to Apple Store and sat in traffic alone lol. Just because I didn’t exchange it with EE and went and had it repaired by Apple which Apple support advised me to do EE don’t want to take any accountability for selling me a faulty phone that broke after 12days of use. Should of left when I had the chance, not the company it use to be at all. Absolutely disgusting. 

[bristolian]

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@Ellie0905 wrote:

Under Apple warranty price was covered but the repairs were £700 in total.

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If the fault was covered by a warranty, how did Apple justify any repair/replacement charges?

Whether you used Apple service or EE, shouldn't alter this principle.

[Chris_B]

@Ellie0905  So you got offered an exchange and you basically said no because it couldn’t be achieved in the time frame that you had.   
   Your complaint is about what exactly.   

The device is unfit for purpose as you stated so you went to the manufacturer but you’re blaming EE that it’s unfit for purpose.   🤣🤣🤣🤣

[Ellie0905]

So everything was covered under Apple warranty due to it only being 12 days old but if I didn’t have a warranty the repairs would of cost me £700 

so near enough the price of a new phone anyways 😭😂 I didn’t want to stay with EE anyways due to prices compared to other provides but offered me a deal to stay with them, wish I didn’t know as this is the second “brand new” faulty phone I have been given 

[Ellie0905]

No Chris 

if you read what I have put EE are trying to just cancel everything out by saying they offer an exchange. 
my phone broke on me and I had no working SIM card at this point. I was using my iPad to contact Apple support to see if there’s anything they can do and they recommended me to take it to the Apple Store and they will fix it under warranty or replace with a new phone anyways. I needed my phone fixing that day due to work commitments and the software we use for our job is all phone based for rotas and completing documentation. Without my phone I wasn’t able to work. 
Once I had dropped my phone off at Apple and gone into EE to see if I could complain there I couldn’t as I did the purchase online. They then informed me of the 14 day exchange which first I wasn’t aware of and secondly why am I going to spend days sending and a phone and waiting for one to come when I can have it fixed same day for free? Make it make sense 

Under consumer rights acts, legal rights are with
your mobile phone service provider. All products,
including mobile phones, must be of satisfactory quality, fit for purpose and as describe. 

CLEARLY IT WAS NOT OF SATISFACTORY QUALITY OR FIT FOR PURPOSE. End of the day Chris if I’m going to be paying over £1,500 for a phone then it should not break 12 days after purchase. EE sold me the phone so they hold the responsibility. Would have been Apple if I purchased it from Apple directly. 

so before you come over on the comments being sassy check yourself 🙂 

[Chris_B]

@Ellie0905   But you didn’t give EE the chance to sort this because as you say you needed that device the following day.        Still not sure what you are complaining at EE for.    The device under warranty was fixed by Apple because that’s the route you decided to take.    You saying it’s an EE issue but you didn’t give them the chance because you needed it resolved due the next day.       
You also get 12 days to report a faulty device to EE to get it exchanged alongside the 14 day cooling off period for phone/online sales.  

   Your issue was you didn’t have the time for EE to resolve the issue.