28-07-2022 10:32 AM
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!
03-11-2022 12:40 PM
Same thing here. Crack along fold and told not warranty. If it breaks through opening and closing it how are you ment to use it. Worst phone ever if it breaks using it and even worse customer service. Our warranty as consumers is with EE not samsung. I will not be ising ee again
03-11-2022 01:01 PM
Hi @Tisme1
Thanks for posting.
Have you had the device looked at by the repair centre?
If so, have you spoken to Samsung to see if they can offer any support for the device?
Leanne.
03-11-2022 01:46 PM
I spoke to EE on the phone and taken it to an EE shop, both said even though it was broken though opening it they would not warranty it. My warranty is with EE as I bought it from EE, thats my consumer rights in UK. Broken due to being used in the correct manner is warranty.
I have been forced to go to Samsung who say they will look at it but I won't have a phone for 2 weeks or more and might charge me! EE customer service is rubish
06-11-2022 10:38 PM
Exactly same thing happened to me.
Got call today wanted 719 quid for a repair of a phone only worth 800 new.
I have been on to trading standards and CEO of EE. I am not having a useless phone for remainder of my contract.
Only Mark's were on the hinge were the case doesn't cover, so scratches to paint work from handbag and pockets
Any advice what Samsung say would be appreciated please
07-11-2022 07:19 AM
We should get together with all the ee customers whos flip screens are broken for one court action
08-11-2022 06:57 AM
Same thing here! After about 6 months creases started appearing on my screen. I went to an EE Store and they said it was my fault because I had scratched - there was no way I could perfectly scratch it along the crease of the phone - it was definitely because of the fold but they wouldn't do anything. Then a bubble appeared at the top of the screen so it was impossible to take photos with the front facing camera. Now I have a big black line across the centre of the screen and the top part of the screen is unresponsive so the phone is basically useless. Looking at the phone there is zero damage apart from the screen, I have 10 months left on a contract with a phone that I can't use. Surely if you sell 24 month contracts you should expect the phone to last at least that long!
08-11-2022 07:41 AM
Mine is getting collected by Samsung today who said they would repair it. Worth calling them. Ee have now said Samsung have changed their mind and will repair faulty flip screens.
08-11-2022 07:42 AM
I emailed ceo of EE and got a call yesterday and my phone now getting collected by Samsung today
08-11-2022 07:49 AM
I would definitely suggest speaking to Samsung to see what they say, @Rachelrebecca.
Keep us posted on what happens please.
Chris
08-11-2022 08:55 AM
Why suggest trying Samsung when you should be sorting out your customers?