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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
Stardust88
Visitor

Wish I had seen all these before I choose EE. 

brand new I phone 13 pro max. Last Monday wouldn’t run the new update. Completely shut down and would only show the apple logo on the screen. Took it to EE shop they said it was fine and sent it off. Today I was contacted by the repair centre and informed due to a slight chip in the mental and some “dust” in the speaker it was void of warranty. The phone was excellent working order and only 18 months old. The internal software update issue was out of my hands and disgusted I was quoted £932 to repair. This phone doesn’t even retail for this price. This goes beyond a scam, I now have to pay a contract for the next 6 months which stated off as £77 per month that now charges me £97 per month for the remainder of the contract due to contract price hikes. Do your homework people do not choose this network. 

Christopher_G
EE Community Support Team

Hi @Stardust88 

Welcome to the community.

Have you tried to force restart your iPhone?

Chris

hotspurschool
Explorer

Just had the same happen to me with a Fold 3.

I have been a LOYAL customer for over 15 years.

Wi-fi on the handset went off, followed by the fold screen.

The phone has been in a military-grade case from Day 1. It has never been dropped.

Took it too the store, staff told me it was under warranty, sent it off. Call this morning from the "engineers" who said that because of "damage" to the handset, I'd have to pay nearly £600.

The "damage", at worst, is cosmetic. A couple of scuffs.

Phoned EE, customer services told me that there was nothing they could do about it. I asked about cancelling my contract, which is up for renewal in March (so four months) and was told I'd have to pay over £1,000 to cancel.

So I am stuck with a useless handset for the next four months.

I guarantee one thing as a result of such shoddy service - in March 2024 I will be changing service provider.

I'm so glad I have evidence from other users here that this is not just an issue affecting me.

FUMING.

Katie_B
EE Community Support Team

Good morning @hotspurschool.

Welcome to the community. 

I am sorry to hear this. 

Did the repair centre advise what is damaged?

Speak soon, 

Katie

So, after three days of being given the run-around by store staff, repair centres and finally EE, I've been advised to .... contact the repair centre.

Either that or claim on my home insurance.

And we all know that the issue is a dodgy handset design that has led to thousands of returns. EE was happy to sell the devices, but not make good when it came to them inevitably failing and outsourcing the responsibility to a third-party. I'll make a full, written complaint in due course, copying in both Trading Standards and Ofcom. And I'll certainly make public what's happened. As a journalist, the public interest is important to me.

In the meantime, I've set up a publicly-accessible Facebook page called "EVERY EXCUSE". Here you go:

Facebook

Feel free to share your stories where the public can see them and make an informed decision.

Tisme1
Contributor
Contributor

It is do wrong that EE can get away without a warranty on a phone they sell. I won't be using EE again 

Nishantsingh75
Investigator
Investigator

Same with me. They have very convenient way to dishonour warranty. 

Also, not letting me submit feedback

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Leanne_T
EE Community Support Team

Hi @Nishantsingh75 

Thanks for coming to the community. 

Have you sent your device to be repaired? 

Can you send texts to other numbers? 

Leanne.