Faulty add to plan

[Tuff3612]

Hi, I purchased a turtle beach headset through add to plan in March last year and haven’t used it much but in early December I noticed they no longer took a charge, I contacted EE about a replacement but they told me to contact the manufacturer, so I did and they gave me a link to a firmware update which I have tried to do but it would not complete the update. Turtle beach have said as I did not purchase direct through them I needed to return it to the place I bought it from. On the phone again with EE again this evening for nearly an hour and they are refusing to take it back! So now I’m stuck with a quite expensive paper weight. Anyone got any ideas??

thanks

[James_B]

Hi @Tuff3612,

Welcome to the EE Community. 🙂

I'm sorry to hear your headset is faulty. What were you advised on your last call to EE?

James

[Tuff3612]

Hi James,

I was advised by EE that I needed to return it to the manufacturer but the manufacturer are advising me it needs to go through EE. I have looked on trading standards website and they agree my contract for faulty goods is with EE not with turtle beach but the person I was speaking to was adamant he couldn’t do anything

[James_B]

Hi @Tuff3612,

I've sent you private message. Please check your inbox and get back to me when you can.

Thanks 🙂

James

[Dan486]

Hi James, wondering if you can help me with a similar problem.

I bought a PS5 controller around sept 23, can't find the exact date.

It's got stick drift and the headphone connection doesn't work.

Spent an hour on the phone to an agent who really tried to help, but her hands were tied. 

The correct department wouldn't take the call as I can't find a reference number from almost a year ago.

Gave me a number for channel returns but that seems to take me back through to the same menu options.

As my purchase was from EE, I know the liability lies with them and not the manufacturer but I can't get through to anyone to help.

Any advice you can give would be most appreciated. 

[Leanne_T]

Morning @Dan486 

Thanks for coming to the community 🙂

Have you tried contacting Sony to see if they can get the controller replaced for you? 

Leanne.

[Dan486]

Hi Leanne,

Thanks for your reply.
I've not contacted Sony as they're only the manufacturer. My purchase was through EE so under consumer rights act, my contract is with EE and they're the liable party.

And I'm not saying that EE aren't helping or trying to pass the buck to Sony, I just can't get hold of anyone that's able or willing to help me.

Sent from Outlook for Android<>

[Leanne_T]

Hi @Dan486 

If you purchased in September 2023 and added this to your account, you would need to contact the manufacturer to discuss the fault and they will help you get this sorted. 

Leanne.

[Dan486]

Hi Leanne,

It's less than a year old, so not only would there be a manufacturers guarantee, Consumer Rights Act states that's goods need to last a reasonable amount of time and be fit for purpose. Consumer rights also states the contract is between the consumer and the seller (not the manufacturer) I worked for Citizens Advice so I know this to be the case. 

Ive also had this before where EE have tried to pass the buck onto the manufacturer and they backtrack pretty quickly when you quote consumer laws.

The  agent I spoke to yesterday even agreed to replace it and noted my account accordingly but the number she gave me for channel returns just takes me to the same IVR as your normal customer service menu.

Hope this gets us towards a resolution.

[Rach_H]

Hi @Dan486,

I'd recommend reaching out to the team on 150 and they can get you transferred to the right place to get this replaced.

Rach