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EE Lifetime Guarantee for replacement device

sjoh3998
Investigator
Investigator

‎14-08-2021 08:37 PM

I have EE Lifetime Guarantee for my contract, and used this to have receive a replacement device from EE last year (there was a fault and EE replaced it).

 

I have another fault on the replacement device (still within my contract and EE Lifetime Guarantee) and I am being quoted for the repair job. Is this right? Shouldn't the Lifetime Guarantee apply to the replacement device that I was provided by EE? I know for EE Lifetime Warranty (which may be different) terms state:

"If we repair or replace your device under this warranty, we warrant that repair for the defect concerned, or the replacement device, for the remaining time of the EE Lifetime Warranty"

Does the same logic apply to the Lifetime Guarantee? It seems like the Guarantee should apply to the replacement devices as well, since those were provided within the Guarantee to my directly by EE, and the Lifetime Guarantee is there to guarantee you will have a working device for the length of your contract (as long as they are manufacturer/warranty faults).

3 REPLIES 3
Chris_B
EE Community Star
EE Community Star

‎15-08-2021 08:08 AM

@sjoh3998   Depends on what the issue is you’ve not said.   If it’s any damage ie broken screen, charging point then this will cost you.  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
sjoh3998
Investigator
Investigator
In response to Chris_B

‎15-08-2021 08:18 AM

Thanks for the response. It is an issue with the touch responsiveness of the screen breaking several times in the past few months (screen display works but touch doesn't). As far as I am aware, there is no physical damage (phone hasn't been damaged/dropped/gotten wet/etc.).

The quotation's out of warranty reason is 'Broken' with reported problem 'Touch sensitive display failure' and then a price listed. There's no other information on the quotation, including any way to accept/reject, or contact anyone with questions, so in a bit of a pickle as I need to get it sorted ASAP and get my phone back.

0 Helpful
Christopher_B
EE Employee
In response to sjoh3998

‎15-08-2021 10:34 AM

Hi @sjoh3998

 

I hope you're well and having a nice weekend, other than this issue of course.

 

I would recommend having a chat with our customer care team so they can look into this with you and explore your options.

 

Thanks

 

Chris

0 Helpful