My phone was damaged between leaving it at EE store and Repair centre

[retro_al]

So my phone starting playing up ( turning it self off and not booting back up )

I took it to my EE shop and they said its still covered by the warranty, so they sat me down to fill out the forms and they needed some kind of serial number to fill the form out which was on the back of the phone but very hard to read

Both of the staff spent lots of time trying to figure out the number on the back they cleaned the back of the phone and made lots of effort to read the number, they got the number then they sent the phone off to get repaired

A few days later i get a email saying the phone was not covered by the warranty because there was a big crack on the back ! 

So i went back into the store and the repair centre had sent a picture to the store showing a big crack on the back, both the staff said there was no crack when i left it and when they sent it

So the manager has escalated the issue telling the repair centre it was not cracked when i left the phone and when they sent it

The repair centre basicly are brushing off saying its not their problem and if i want it fixed i have to pay !

Im now having to buy a new phone but i want to take this to the small claims court but unsure if its the repair centre i take to court or EE ?

Thanks Alistair

[James_B]

Hi @retro_al,

Welcome to the EE Community. 🙂

I'm very sorry to hear your phone has been damaged in transit.

Please get in touch with Customer Care so a member of the team can look into this for you.

They'll be happy to help.

James

[Barneyh8]

Well, well, well!

Reading this is an identical situation to me. How did this resolve itself for you please as the contempt I have been treated with so far by EE is really disappointing. 

[Barneyh8]

Customer care...do not care!

This is a very cosy scam and a pattern I can see here and I am going to escalate this as far as its needs to go before its rectified.

I too took a almost new phone with a screen issue. It was logged as in good condition, no scratches or dents.

I too receive the email to say that due to...wait for it...scratches and dents on the handset it had voided the warranty and that I would need to pick up the 480 pound bill!

This is a vile way to not uphold the warranty at the cost of your customer.

I will, if neccessary take this to the ombudsman with my evidence..

[Katie_B]

Good morning @Barneyh8. 

Welcome to the community. 

Did you send this via the EE Store or was it collected from your home?

When you have spoke with our team what was advised? did they see the report before the device was taken to the repair centre?

Speak soon, 

Katie

[Barneyh8]

It was sent via the store.
Yes the store employee wrote the report stating no damage in good condition.
This is a common EE/"repair centre" (in inverted commas as this is a
misnomer) SCAM

[Katie_B]

Thanks for confirming @Barneyh8. 

Have you been back to the store or did you call customer care?

Katie

[Barneyh8]

Last time I called customer care I was in the phone for 2.5 hours and the
result was to go into the store. Pointless.
I work all week and getting into town is not easy during their hours...

[Katie_B]

Hi @Barneyh8. 

Did the team see the notes that have been left before the device was sent back?

I would recommend getting back in touch and advising you are unable to re-visit the store. 

Katie