EE will not repair my new 2.5 months into contract iphone has stopped charging

[Mashman29]

Quick info, ive been an EE customer for years! and have 3 mobiles with them, broadband and TV. In late July i upgraded an end of contract phone to a Iphone 16 as good as new deal phone which has been great up till 2 weeks ago when it just stopped charging, I have taken it to the EE store in Cambridge where they have looked at the phone and said because there is a scratch on the screen they cant repair it and the out of warranty cost will be £650!!! to get a new handset. I just cant understand this, can anyone from EE help or how do i raise a formal complaint. Many Thanks.

[Mashman29]

Update : i have now been given back my non functioning phone as i wont pay £650 to repair it, it turns out the mother board is suspected as failed but still wont be repaired. Can someone @EE customer support please help or let me know how to complain as I really dont think its right to get a new contract phone in July and then told I will have to pay for a new phone because the main component has failed, 2.5 months later.

[Schockwave · Accepted solution]

@Mashman29 , you can complain here:

https://ee.co.uk/help/contact-ee/complaint

[bristolian]

"Good as new" phones come with the same manufacturers warranty as brand-new ones - https://ee.co.uk/help/mobile/upgrade/whats-good-as-new 

Not to mention statutory rights.

[Mashman29]

Thankyou for you advice and again EE have been a nightmare and wont repair my phone under any condition eventhough ive never had the real chance to use it. I will take the complaint to the ombudsman and look to cancel my 4 phone, tv an broadband with them which ive had for year. Customer service has been appalling! 

[Mashman29]

Thankyou for you advice and again EE have been a nightmare and wont repair my phone under any condition eventhough ive never had the real chance to use it. I will take the complaint to the ombudsman and look to cancel my 4 phone, tv an broadband with them which ive had for year. Customer service has been appalling! 

[Katie_B]

Good morning @Mashman29. 

Thanks for coming here. 

I am sorry to hear about your recent repair experience. 

I would recommend following the link provided by @Schockwave and completing the online complaint form. 

A member of our complaints team will then be in touch to discuss your complaint further. 

Katie

[Mashman29]

Hi @Katie_B I did follow the complaints process already and received a call where i was told that the in store EE maintenance staff are sub contracted to another company which EE (ridiculous) have no push back on their decision which was to say there is a mother board failure which would need me to buy a new phone. I have had the phone 2.5 months only and its faulty (motherboard) but EE wont do anything about it more over will now loose a long term (multi product) customer. As I said before Customer service has been appalling...

[Ali_A]

@Mashman29 

It sounds like your issue has fallen under the following condition of the terms found at EE Device Care Extras Terms
"What if there is a fault and damage? 
The warranty does not cover any repairs if your device is damaged as well as faulty. You may be able to pay to have any damage repaired or make a claim under any insurance you may have that covers the damage. "

Have you contacted Apple Support for a warranty repair claim at your local Apple store as an alternative repair option? 

Ali

[Mashman29]

@Ali_A I hope you do not work for EE as you have answered again my question (Re lack of customer support to someone thats been with EE for many many years). How can a customer buy a phone via EE contract, 2.5 months later develops a mother board failure, this is completely at no fault to the customer its a technical/manufacturing problem. And im sure everyone will be surprised with how little warranty EE does cover. 

The phone has not been damaged by me! its a hardware fault ie the motherboard ....and yes ive tried everyone... apart from the ombudsman as its essentially a credit agreement which give me ground to raise a formal complaint due to the issues raised.