Faulty EE Digital Voice Phone

[Blair54]

I have a faulty EE Digital Voice Phone which I have trying to resolve through the EE helpline for a number of months now with no avail, as a last resort EE said to get a corded phone (rather than wifi), I went to the added expense of this and it works fine.
Without going into too much detail I contacted EE Store (where I purchased it in June) and asked for a Returns/Fault Ref to return.

They told me I had to contact the manufacturer (BT.helpdesk@sgweurope.com or Phone No 0800 1456789 for a returns reference which I did and they refused to deal with it as they say they do not make this phone.
I am at a loss what to do now, as EE says the EE Store is now closed and cannot supply a replacement Phone,

I have got back to EE store at enquire-store@ee.co.uk but have not heard back as yet, but surely it is the retailer in the first instance to deal with it rather than me having too contact the manufacturer.

Does anyone know the Manufacturer of an EE Home Phone Plus (HPRZ) it says on my Invoice the manufacturer is EE.

I appreciate that the Forum will not be able to sort it out, but has anyone else had any issue returning this type of phone.

Thanks,

[XRaySpeX]

The EE Store for its existing custs should be dealing with it.

[Blair54]

Thank you for your response, I have contacted ee store online, (who I purchased from initially) who then passed me on to BT.helpdesk@sgweurope.com and they then told me to phone the number on the base of the phone, which I did, they said they couldn’t help as I need to go back again to them and get a Returns No.
So I have been in touch with everyone and now I am back to square one.

Just impossible to speak on the phone to the online ee store (apart from e-mail), I suspect that these type of phones have gone faulty so many times, as now you cannot buy them now.

Thanks

[Schockwave]

@Blair54 , here are ways to return an item that is faulty, might help:

https://ee.co.uk/help/orders

[Blair54]

Thanks for the information, but I cannot return the faulty phone for a refund without a returns number/ref which is what I have difficulty getting (see original post)

Thanks

[JimM11]

@Blair54 This is you best route, fill in the details and submit!

Fill out our complaints form | Help | EE

[Blair54 · Accepted solution]

Thanks JimM11 appreciate the response, will try that and see how it goes, will report back with result either way!

[Blair54]

Thanks Jim, received a Returns Reference at last after numerous e mails, so thanks to all for advice, so did not require to fill in the complaint form thank goodness!
Blair