Receieved a broken tv

[Awright24]

Hi all,

I ordered an add on of a 50inch Samsung tv. I received it this morning, opened the box, and its broken! 

I called 150 to try and talk to someone about it and got a call back. The woman on the phone was really helpful and apologised that she was not the person who deals with it but would find out who is and what needs to happen going forward. 

After some back and forth, she found an email supplychain.support@ee.co.uk and said I needed to send pictures, the serial number and my contact details. I have done this, when can I expect to hear back? Has anyone else done this and dealt with the email I was given? Im hoping they will exchange it for me and pick up the return tv, is this ehat they can do? 

Thank you. 

[Benn10]

I had the same issue last week for the 65inch tv delivered via parcel force. 

Spoke to supply chain and they arrange a collection Tuesday and delivered new one yesterday 27.11.25. 

Upon opening the 2nd tv that was replaced I have also another broken tv that looks like it's been hit with a hammer.

[Awright24]

Jeeeez. Thats so bad. The weird thing with mine is the box is fine! But the tv is smashed on one side and the other you can see where its been pushed on by something.

Was it through the email that you managed to get contact? 

How quickly did they respond?

I hope you get sorted soon. Its not good if this is happening multiple times!

[Benn10]

Exactly the same box is undamaged. 

Yes no phone call just the supply chain email. Reported it last friday and they replied Monday collected my 1st broken one on Tuesday and replaced with this broken one yesterday so week or so turn around.

Looks like I've gotta give through it all again. 

Hope this helps

[Awright24]

It did thank you! Sorry to hear you have had to deal with this again though. Heres hoping your sorted this time. 

[Christopher_G]

Hi @Awright24 and @Benn10 

I'm really sorry to hear that you've both had this similar problem with the delivery of your TVs. 

@Awright24 - You've done the right thing in raising this with our supply chain team, so that they can log what has happened and organise a replacement for you.

Please keep us updated with what happens.

Chris

[Awright24]

I've not heard anything back yet. Ill call tomorrow if I dont get a reply. 

[Awright24]

Hi,

Did you have to put an address on the box when they collected? 

Ive had a text from them saying I need to put the return address on the box and the reference number. 

I hope you've managed to get sorted again with this.

Thanks