Repair Cost

[edgy3006]

My mobile phone began turning its self off and on. Upon looking online it became apparent this is a common fault at times with Android phones due to malfunctioning batteries in the devices. A few days later when it became apparent this fault would persist I took my phone into my local EE store.

I went in to the EE store and spoke to a worker in there who checked my phone and said the phone looks perfectly fine this is obviously an issue with the battery. It happens and I will send it off for you and it should be returned no later then 12 days time as it is still under Warranty.

I have just received a phone call from the repair claiming my phone will cost £400 to repair and the warranty is void due to the casing being damaged. My phone was checked in store and no damage was seen on the phone at all and this was solely a technical issue. 

How can a phone that was perfectly fine 2 days ago be damaged when I have not touched it and need £400 worth of repairs? Who do I need to contact to complain about this and get my phone repaired?

Regards Gareth.

[Alex_H · Accepted solution]

Hi @edgy3006,

Welcome to the EE Community

I am sorry to hear you are having an issue with your repair. You should be able to track your repair via the tracker here Track Your Repair This will include any photos uploaded during the process. Photos are taken in store before dispatch and again on receipt at the repair centre. 

The repair centre should have provided a picture highlighting the damage they are referring to. This should allow you to compare the condition of the phone to confirm if there has been any damage in transit. If there has been any damage this can be escalated within the repair centre who are contactable on 01233277053 or eesupport@sbe-ltd.co.uk

However it may just be though it was deemed fine in store, once an engineer has looked at it they have found some damage that would void the warranty unfortunately. If so the repair would be chargeable, but it can be returned to you unrepaired free of charge if you wanted to try and have it repaired direct with the manufacturer or another repair service.

Alex

[edgy3006]

Hello Alex,

Thank you for the reply. The person who contacted me made no reference to any photos being taken. I will follow this up now.

Thank you.

Gareth