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Faulty grade A iPhone 16 pro max purchased from EE

Leila35
Visitor

‎10-04-2025 12:26 AM

Hi I bought a like-new iPhone grade a 16 pro max iPhone just under 2 weeks ago and over the last 3 days it has been restarting randomly. It started off just doing it while it was off but now does it while I’m using it.

 

I took it to Apple and they confirmed it had a system fault. They said they can repair it but I went too late in the day and they were closing. They wrote me an email for me to show EE confirming that the iPhone is faulty in the hopes of getting a replacement.

 

My question is: is it best to return the faulty iPhone myself to EE or go to the EE store and explain the situation and show the confirmation from Apple? I want a replacement ideally not a repair. Thanks

0 Helpful
2 REPLIES 2
Chris_B
EE Community Star
EE Community Star

‎10-04-2025 08:24 AM

@Leila35  You need to go to the store.   If it’s under 12 days you’re entitled to a replacement after this it’ll probably be sent off for repair.  But depending on what needs to be done it could just be replaced. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Matt_124
Star Contributor
Star Contributor
In response to Chris_B

‎10-04-2025 09:28 AM - edited ‎10-04-2025 09:28 AM

@Leila35 

Good as New devices can't be sold from a store and as such the replacement route would have to be persued via EE Customer Services. The EE Store aren't just going to replace it with one of their brand new devices from stock.

The only thing the store can do is send it off for repair, not replace it.