Faulty phone

[NChida]

I recently bought an Honor SIM-free mobile from EE. When I powered on the phone, I noticed that there was a crack inside the phone.

I contacted EE to report the issue. I was simply told to return the item, but I was disappointed with the lack of proper response and support regarding a brand-new phone that was faulty from the moment I opened it.

I expected better customer service from EE, especially when the issue was clearly present when I first received the phone. The return process should be straightforward, but I feel EE should have handled the situation more professionally and provided better support.

Very disappointed with the experience.

[Ali_A · Accepted solution]

Hi @NChida 

Sorry to hear of your experience with the new device. I can imagine the disappointment you may be feeling after the initial excitement. It's great to hear our customer service team have offered the right steps to arrange a return, allowing you to re-order a brand new one which should be in the pristine condition that we would expect. 

You can find our quick and easy steps to complete a return at How to return your EE device or accessory (within 14 days)
 
We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

Ali

[NChida]

Thank you for your reply. However, when I requested a reorder of the same device after the return, I was told by your team that this wasn't possible — because the price of the phone had increased the very next day after I returned it.

This doesn't feel fair, as I only returned the device because it arrived with a scratch/crack on the screen, which was a fault at your end, not mine. I shouldn't be penalised with a higher price for reordering the same phone I originally paid for, especially when the return was necessary due to a defect.

There's no need to arrange a reorder now, as I have already ordered the phone from a legitimate website instead. I just wanted to flag this experience so it can be addressed properly.