Hi all,
So I recently decided to claim on my insurance after my phone got damaged pretty bad which was near the end of the 4/5 year period.
I suppose due to the nature, EE would swap it with a refurbished device with similar specs and that all happened pretty quickly ,would've been about a week however I wouldn't been in when DPD would drop it so a week after I swapped the phone with the delivery guy. (Got it the weekend before the Christmas week).
However during and after turning it on and moving all my files across with my pen drive I noticed the phone was becoming slow,lagging and freezing a little bit so I decided to call EE on 150 on the same day and after going between different departments we discovered that it may because of the storage and RAM issue as this phone (A23 5G) and my previous phone that I swapped (A90 5G) had different storage and RAM where my previous phone had 128GB whilst this phone had 64GB.
So obviously this isn't really the same or around the same specs as my previous phone and because I phoned them on a Sunday I would have to phone them the next day to be transferred to the logistics department as the technical support departmentinstructed me to.However when I phoned them, due to the nature of the issue they told me it was an insurance issue so once I was transferred to their department they said they would have to review the issue and we filed a formal complaint in the meantime where they raised it to a higher level and said they would call me back in a few days.
Of course I wasnt expecting to hear from them anytime soon as it was the Christmas week then the New years week however it's been about 2 week since the start of the month and I'm starting to get a little worried.
This is starting to get into a bit of a pain as if you google it there are 2 ,A23 models and the other has the same storage capacity as my A90 did(with similar specs aswell).Not to mention(although I know I literally agreed to it) that you have to swap your phone at the doorstep which is a bit problematic when transferring data than just keeping both phones (If you have a previous phone that is capable of samsung smart switch and a pen drive you should be mostly fine for apps and files although obviously its gonna be more easier to simply have both phones next to you).
Honestly it would only be a minor inconvenience due to the insurance swapping processes and if I got a phone with the same/around the same specs as my damaged one but literally half the storage of my previous one ( and I think RAM also) can't be acceptable and I know It was unlikely i would get the same model as my previous( due to it being released in 2019) but the fact that your not getting a better or a new phone(at least on paper) really does beg the question whether i should see if i can reverse the process and get my phone back and see if i can get it fixed somwhere but also why EE just doesn't let you keep both or at least for a short time so you can transfer data more easily or maybe just offer to fix your phone (which I'm pretty sure what happenes when they "recycle" it and at that point they might aswell send me that.)
Other than the system in place , it all happened pretty good, easy very quickly and snappy(unfortunately can't be said for the complaint process evaluation) and each person I spoke to was quite understanding and helpful so I just thought I'd post this here as a second Avenue before I find some time next week and phone them .
Also to note I switched all the information(except most of it on my pendrive) and sd card back onto my previous previous phone (J6+) that I used to switch all the info to the one EE gave me (A23 5G) where EEs phone now has been essentially on my table for weeks without any use haven't even taken the plastic coverings of it.(Plus the original packaging was handed it in with the invoice).
Any and all answers are welcome please.
Kind Regards,
Graeme
