Hi All, after being an EE customer for years it pains me to have to write a complaint like this. in April i was contacted because i was eligible for a free upgrade. I thought id try something new and decided on the Galaxy z Flip 3. Great phone, looks nice and quirky with the fold screen. over the past 3 months it got a few marks and scratched from the cover that i had on it but functionally flawless, until last weekend. Never dropped, broke or damaged a phone in my life, never really in my hands long enough to do so. when i took out the phone i was told that due to the nature of the phone the screen would be protected under manufacture warranty for the duration of my contract, great i thought as i was worried that a folding screen would see undue strains and pressure. I contacted CS, went in to two EE stores and all said yes, manufacture fault we will send it for repair. the second store assistant even told me that on Monday morning it was the second flip/fold phone they had had in that morning. i was told i could have a loan phone while said fault was being repaired, no phone to lend me. I was then told to go look in CEX across the street to buy a cheap phone while mine was away. needing my phone that's what i had to do. this morning ive had a message from the so called EE repair centre telling me that the screen would cost me £339 to repair as the warranty is void because of damage to the phone. the damage they are referring to is some marking on the casing from the cover i have on it and marks on the screen where ive been using the phone. the person i spoke to in the repair centre sounded like she really couldn't be bothered answering the phone and customer services basically told me they cant go against the almighty repair centre! ive never had or needed insurance and didn't this time because according to the CS advisor the screen was covered if the fold broke. the warranty is a scam, the slight marking and damage to the casing would in no way affect the fold in the screen. EE are aware of this type of fault as i was notified on my initial call when the screen started going. Kevin Bacon can apparently get a signal at the top of a mountain but i cant get a decent signal in my local area next to a mast. if your new to ee and still in your cooling off period give the phone back, go with another company and save yourself the trouble of dealing with the UKs WORST network!
