Another EE warranty scam

[Flirty]

I have been a loyal customer of EE for years and for the first time I had to send a phone in for repair (under warranty)  The phone was checked by myself and a friend to make sure there was no marks/damage before handing it over to DPD. 

The next day I got a call from EE saying they couldn’t repair the phone under warranty as there was a small chip on corner of phone. I explained that we had checked the phone before sending and she said they have ultra HD cameras that can see what the eye can’t!!!  The repair will apparently cost £78. 

After googling I see that this is a common scam and will be contacting trading standards on Monday. 

[Chris_B]

@Flirty  Where is that chip ?  Is it on the screen or the device body ?  

[Flirty]

On the body 

[Northerner]

Hi @Flirty 

What are you having repaired? 

What is the complaint process in your warranty, is it insurance backed (it will say if it is or not in the t&c)? The warranty must accept there might be some wear and tear. If the issue isnt related to the warranty claim then what you are tokd is utter rubbish. 

"She said they have ultra HD cameras that can see what the eye can’t!!!"

 Make a DSAR request for the call. That would never stand up in court as its unfair. , issue a small claim and ask for an additional £500 for stress and inconvenience. 

Thanks 

[Flirty]

Not sure what the terms of the warranty are. The reason for the repair was that the screen was blank, the phone was working as making all the relevant noises and ringing but no display. A hard reboot did nothing either. 

What is a DSAR request and thanks for the advice. 

[Chris_B]

@Flirty  Have a read of THIS   And a small chip on the body of the device shouldn’t affect the warranty claim on a screen.  

[fairycodmother]

Oh my goodness! I thought I was reading my own experience for a moment! THIS EXACT SAME THING IS CURRENTLY HAPPENING TO ME! 

I was told in store that my Samsung Z Flip 3 was having a problem that many Samsungs are currently experiencing (the motherboard is faulty) so as I don't have insurance I took it to get fixed under warranty! I admitted to there being minor general wear and tear which are little paint scuff marks on the corner of the phone and they said it is fine, the EE advisor told me to take pictures of my phone before sending it off and that is what I did! 

EE uploads images of my phone and then claimed they could not fix my device because of the chips and scratches all over the phone! My phone was cosmetically completely damaged! They then quoted me £325 for a broken LED screen and other things, which were PERFECTLY FINE BEFORE because I stated, the issue was the motherboard! The £325 is not even the scratches that are ALL OVER my phone and the chip that the broke off on the frame of the phone! I told them that they damaged my device and they completely avoid all responsibility and stated that because I didnt use an ultra HD camera like they did, "you can't see the damage in your photos", as they are claiming I sent in that way! Well sorry to say, but the reason you can't see the damage in my images is because THERE ISNT ANY! After almost 3 months of going back and forth the best thing they could offer was £200 or to leave the contract for free which either option does not fix my phone and cover the last 3 months where I've not been able to use my phone because of their slow response! I've taken it to the Ombudsman! The fact I keep finding forums upon forums of EE damaging their customers phones to exort money out of them is disgusting! How can they keep getting away with this!