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Repairs and warranty scam

Alanl11
Visitor

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! 

63 REPLIES 63
Petegillchilled
Investigator
Investigator

Samsung and EE know the z flip phone have an issue.  Ihave had the same experience about some apparent scratches on the case of the phone even though its had a case for them refusing to repair it under warranty.  The apparent scratches are on the corners of the phone where the case goes on and the screen has gone in the middle.  Only reason I got the phone was  because it had a 2 year warranty.  Customer service told me it was under warranty before I took it into the shop.  EE repair centre said no due to slight scratches.  Going to talk to customer service tomorrow if no luck will be be going to the ombudsman and then going legal.  Been with EE for over 20 years from whe  they were Orange and this is my first warranty claim, appalling customer care from the repair centre.  Asked for a call from the technician or manager and  nothing.

Christopher_G
EE Community Support Team

Hi @Petegillchilled 

Welcome to the community.

What is the fault with your phone? Is there something apart from the scratches? I don't think scratching is covered under warranty.

Chris

There not worth repairing in my opinion. My last one cracked within a week of it being repaired.  Like you I've been with EE for yrs but will be leaving asap. 

Funny how EE on here can't read your message ! Says everything about ee 

Christopher_G
EE Community Support Team

I'm sorry to hear that, @Tisme1

Did you speak to our technical support team to let them know the replacement was damaged too?

Chris

Tisme1
Contributor
Contributor

Did you not read my reply 

Hi Chris

it's the screen that got faulty in the middle where the phone folds up.  Your warranty centre said they could not repair it as the phone had slight scratches on the corners.  I have spoken to your tech support, complaints department etc.

A massively frustrating experience that I don't wish upon anyone else.

I can handle the fact the phone is rubbish and the screen will break etc but the way EE handle complaints is beyond me.  As for the repair centre and the way they handle customers, I won't even get into that.  

Christopher_G
EE Community Support Team

I'm sorry to hear that, @Petegillchilled.

How did you raise your complaint? Was it through the online complaint form?

Chris

Hi Chris 

I have raised the complaint via your tech support team yesterday

 

Christopher_G
EE Community Support Team

OK, thanks @Petegillchilled 

Please keep us updated with what happens.

Thanks

Chris