disgusted with EE dishonesty and poor service

ANNASTONE · ‎13-02-2023

I would like to warn everyone that under no circumstances should they use the EE shop at Bluewater shopping centre. The staff there are dishonest, lazy, and condescending.

My phone is still under warranty and has developed a known fault but the staff there have refused to repair it.

And to cap it all, as well as paying under a contract for a phone I cannot use, EE have raised my monthly charge by well over the rate of inflation.

I have never had worse customer service from any organisation.

Schockwave · ‎13-02-2023

Hello @ANNASTONE ,

The increase in charge you are writing about is what happens every year and this year it is 14%, and if you had watched Martin Lewis, he mentioned this and that every network is doing the same, not just EE. I think you need to read the terms and conditions of your contract, as when you signed it, this was and is in the contract, it is the RPI/CPI.

How long have you had your phone and which make is it? Are you able to go to another store and see if they can help you? You do not say what is wrong with your phone either.

If an Apple phone, I would suggest ringing them and speaking to them, as I found them very helpful and sorted mine out a few years ago.

I would also suggest speaking to customer service as this is not how they should behave and am surprised.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Christopher_G · ‎13-02-2023

Hi and welcome to the community, @ANNASTONE.

What kind of phone do you have? What is the problem with it? We'll do our best to help.

Chris

ANNASTONE · ‎13-02-2023

Hello Schockwave,

I'm sure you didn't mean to come across as patronising but thank you, I have read the Ts&Cs.

Just because a company can raise their charges well above the rate of inflation doesn't make it right to do so. The cost of living is a problem for many people. EE are not providing the service to justify their charges.

On the phone EE have attempted to tell me I should go to Samsung but this is not the case - my contract is with the EE shop, not the manufacturer. I find it pretty shocking that there was a deliberate attempt to give me false information. But I am less and less surprised at anything EE do.

ANNASTONE · ‎13-02-2023

Dear Chris,

Who are you?

What can you do?

I am waiting for technical support and customer service to ring me back (I'm joking - of course they won't).

Can you personally mend a broken phone? If not, then I'm not sure what you can do.

I'm not going on hold again ...

Chris_B · ‎13-02-2023

@ANNASTONE The warranty of the device is from Samsung and you can claim on that warranty by going to Samsung. the warranty isn’t part of your contract and that was sold you via the shop you went too. Warranty isn’t the contract between yourself and EE.

Your contact does state its CPI + 3.9%.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

XRaySpeX · ‎13-02-2023

Warranties do not replace your statutory rights but sit on top of of them. You are entitled as a consumer to rely on your statutory rights.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Christopher_G · ‎14-02-2023

Hi @ANNASTONE

I work for EE on the EE Community team. This is a peer to peer forum where you can come to ask for help, advice or just generally talk about anything, usually EE related.

It depends on what the problem with the phone is. If it's damaged then I can't fix it, if it has a fault, there are quite a few things we could advise you to try.

Since you've already addressed this with the technical support team, I would recommend continuing to discussing it with them.

Chris

ANNASTONE · ‎14-02-2023

Dear Chris,

I'm not sure you are correct. My contract is with the shop that sold me the goods. They have refused to take responsibility for selling faulty goods.

I purchased the phone on a contract, reasoning that as a new design it might develop a fault (as we all know very well, new technology sometimes takes a few models to get it right). I was expecting a company the size of EE to honour its obligation. I paid top price to a large company for the guarantee of a phone that would be repaired if necessary. From now on I will never voluntarily do business with EE. From now on, it's reconditioned phones (from a local shop that actually do honour their contracts and their warranties) and a sim-only contract. I have been paying premium price for a very sub-standard service. EE are a disgrace. And they know exactly what they are doing - ripping off customers.

ANNASTONE · ‎14-02-2023

dear Chris,

The "technical team" are not remotely helpful. There is nothing they are allowed to offer. The phone has developed a fault within the warranty period and EE are refusing to repair it.

The fault is with the folding screen and it is a well-known fault with models 1 and 2. Later models used a new design and do not suffer this fault. I'm sure you know about this well-known fault. The only question is whether you have the authority to offer a repair under warranty. If not, then you are wasting my time. Enough of which has already been wasted by EE.