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.

[Schockwave]

@Mashman2 , @Ali_A  does work for EE, check EE Community Support Team under her name, means she does.

[Mashman29]

Thankyou @Schockwave but ive spoken with them and they wont help any further so have been advised by them! last week to now try the ombudsman if im not happy. Hence i will cancel all EE services i have and move to other providers who act more with common sense and understand what a valued customer means. Thanks for you help but I find this to be a very poorly handled situation. 

[Peter_W]

Hi @Mashman29, I'm just picking this up for Ali as he's now finished for the day. 

The details he shared here are the correct ones for anything concerning faults and damage. 

I really see where you're coming from when saying that the reported damage to the screen isn't necessarily the cause of the motherboard fault, but physical damage of any kind is seen to invalidate the warranty of the handset. 

Once this is rectified you could then pursue the warranty work on the motherboard, just be aware this would need to be completed by us or Apple directly.

If you remain unhappy about this you can absolutely raise a complaint like the others have mentioned, and if we weren't able to agree on a resolution at this stage it would next be referred to the Ombudsman for independent review.

You can find all the details you need to know about our complaints process within our complaints code of practice.

Peter

[Mashman29]

@Peter_W  again ive asked that question re getting the screen repaired which is a NO as .....it could not be tested as there is no power to the device ....because the mother board is faulty and wont charge.................    Let me know what you suggest?  as this is getting ridiculous.