Broken Phone due to wear and tear

[Mikeyevans_2003]

This happened a few days before Christmas my phone decided to break on me, I cannot connect to the mobile carrier, I went to the Apple Store and got it diagnosed and they said it was wear and tear and would cost me £500 to repair it which is extremely ridiculous right on Christmas too! So I’ve been without mobile internet since a few days before Christmas, 

I went to the EE stores and got told that they could repair it if I paid them roughly the same amount and on top of that they needed to see some form of Photo ID to prove that I’m the account holder, I did call EE today and they said that I have to send my phone away to get repaired and still pay them, so they expect me to get another phone while it’s being repaired mind you, I cannot be without my phone I have way too many personal things to pay off

Do You think as a consumer it’s okay for EE to keep charging you monthly for a phone that doesn’t even work on the network? 

[bristolian]

Just on the specifics of the charging, your subscription covers access to EE's network. Assuming you have a physical SIM, you should be removing that before submitting the phone for repair anyway, but you can then use that SIM in any spare phone of your choice.

There used to be a loan phone facility, but I believe that may now be limited to certain stores and a deposit may be required. The timescale for repairs does vary between stores & depending on the nature of the fault, if there's a branch offering same-day repairs that may be worth considering.

[Peter_W · Accepted solution]

Welcome to the Community, @Mikeyevans_2003.

As @bristolian has mentioned, some stores do have loan phone's available, but this can vary from branch to branch and is subject to availability. 

Some of our stores can complete repairs as soon as next day too, but once again this varies from branch to branch, and sometimes it may need to be sent away to a central repair centre.

Finally with payments, this would always be a case of the device being inspected first, then our team would provide a quote for the cost of the repair. 

No work will be completed until this is accepted, and you can reject the repair and request the phone back free of charge should you wish.

To find out what options are available at the branches in your area, please check out our store finder.

Peter