Sbe scam

[Chloe1808]

So where do I start… 

25th September 2024 I woke up and my iPhone 14 Pro Max screen was white, unable to be used… I took it to the EE store in white rose to be told it would be 7-14 days for the repair or I could take it to the EE store on briggate (Leeds) or the apple shop in trinity so I did that. On arrival at the EE store briggate Leeds they were very helpful and seen to me straight away and quickly tried to resolve the issue at hand, got the device sent upstairs for @sbe repair under EE lifetime guarantee. The next day I check the tracking of the repair and I couldn’t see the quote so I rang the EE briggate store so they could assist me further, for me then to be told that I have had an unauthorised repair done (which is a LIE!) I have had the phone for just over a year and a half and never had an issue with it until now and I know that the phone has never been opened so what the repair guy is saying is absolutely ridiculous! I was quoted £370 for the repair, which I will not be paying as I myself haven’t void the warranty as i have never had anything done to the phone! I went Into the Leeds store to try get this resolved as I was been made out to be a liar, I know that the device has never has any repairs as It was in excellent condition and even the EE staff at the store commented on the condition of the device! I proceeded to plead my case of the device never been opened or had any other repairs carried out apart from the one I am currently trying to get done. The staff member at EE then rang sbe to explain that the device had never been opened and don’t know why we was given the information and was told to rebook the phone in for repair and that the business management team would bypass the quote to be able to fix the device but then 40/50 minutes later I received another quote so I rang sbe for the business team to do their thing but then to be told it can’t happen and that I just need to pay the repair fee! It is now 3 days after the initial repair date and had yet another phone call from sbe claiming that I am a liar and I have had a third party repair before taking it to the EE store to be repaired by themselves and I just need to accept and pay the quote given, this is a joke and will be taking further action through EE and other routes if needed as this can’t keep happening!

[Profile closed]

Hello and Good morning @Chloe1808 

As this is a Community forum for Customers like yourself we don't have access to users accounts.

However does seem like your happy.  

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

[Chris_B]

@Chloe1808   Unauthorised repair for what exactly?      What are they claiming has been repaired?  I personally would get the device back go book an Apple appointment and explain them to look at the device to verify if an unauthorised repair has been performed and then ask for a report on this.   Then go back and show the report to them.   If Apple charges a fee for this so be it pay it and then request SBE to refund you that amount. 

[Chloe1808]

@Chris_B i plugged my phone in Tuesday night as I normally do and then woke up Wednesday morning and the screen was just blank and white or black like it was turned off but could feel it when I was putting it on silent or trying to turn it off. They can’t tell me what has been repaired but claiming that there are fingerprints in the device. I don’t see how the fingerprints have gotten into the device as in the year and a half I have had it I have never had a fault with it and never had a repair but why would I take it to a third party to PAY to fix it when I have the EE lifetime guarantee? If you can please tell me why I would pay for it fixing when I am under warranty! I am not happy with the service I have received at all, I am being made out to be a liar about the device been repaired, unless I have been sold a refurbished iPhone 14 pro Max and been lead to believe that it was brand new? Which I hope EE as a company wouldn’t do that! 

[Chloe1808]

@Profile closed i  know this is a community forum but I am trying to make people aware of situations and hope that this can’t happen to other customers! I have made a complaint and if nothing gets done within the time frame there will be further action taken as it’s not right! Your third party company that you employ to do your repairs are not helping people just causing more stress and I’m wondering how many times this has happened and no one has been aware of it! I have seen a few things on this forum about sbe and similar things to what I’m saying here have been said in them so I’m clearly not the first victim of this! 

[Profile closed]

Hello @Chloe1808 

They sell Like New Devices however I got a Samsung Galaxy Watch 4 Classic as Like new but was in Brand New Condition.

I would do what @Chris_B has suggested is to take it to the Apple store and get them to inspected it 

[Chloe1808]

When I purchased the phone originally though I was told it was brand new as the iPhone 14 pro max hadn’t been out that long and the box was still in the cellophane wrapping! I I’ll be doing what @Chris_B suggested but I won’t be able to do it till Monday! Shouldn’t have to go through all this hassle though, especially when me being the customer is telling the truth about the device in question and I’m being made out to be a liar when I have been with EE for over 10 year and never had a fault with the services provided apart from now! I am really disappointed with the company at this moment in time, I expected better!

[Profile closed]

@Chloe1808 

Keep us updated on how you get on.