Apple and EE problems

tiredofworrying

Hi all,

Just need a little advise on where I stand here goes........

I have had a contract with EE for the last 18 ish months this is up in March I don't want to carry it on I wanted to go to pay as you go. Anyway I have all the family and a iPad with EE on my account so they get £150-160 ish per month(see why I want to cancel) well last week my iPhone stopped working it had been crashing since I ipdated the ISO. I went to Apple for help they said it's broken can't fit its software issue. So I asked what they could do but they said "if you had brought it direct from us we would replace it as you haven't damaged it and it's a apple software issue we can give you a replacement as a gesture at only £200!!!!" I don't want to spend £200 on a new phone so I walked over to EE shop. The bloke in there laughed at me and said "yeah it's Apple we have loads of problems with them ha ha we can't do anything" my response is I have a contract for 24 months and my phone is only covered for 12 with Apple EE get enough out of me can you give me another or get mine fixed as this was not my fault? Nope nothing so I decied I need a phone incase of emergency and as I'm still paying I went to another EE shop. The lad was helpful this time but still could only offer me a early upgrade at a cost of £135. I had seen a phone HTC with a price tag of £79.99 so I said I will just buy that. After it going in to the computer/till he told me it was £100 and the price tag had been changed by kids!!!!!! (My day was not going well) by this time I argued it saying u charge the price it states his boss came along and said no we have 24 hours it's not our fault kids change the prices around! So after shelling out another £100 for a phone I still pay contract for and a broken iPhone now in the cupboard anyone know if I can get this sorted? I seem to be fobbed off all the time!!

Sorry it's long but really wound me up its not fair if I had dropped it I wouldn't of minded but it's Apple ISO that broke it!!

Thanks Jo

molerat

As the phone is over 6 months old it is up to you to prove the fault is inherent ....... but it obviously is not as the problem is caused by a software fault when you voluntarily upgraded the OS and EE can not really be held responsible. As you say it is Apple that broke it and they seem to have washed their hands of it.

As for the prices being swapped over, the shop is correct and they do not have to sell at the marked price but then you did not have to buy at the correct price.

grumbler

molerat wrote: »

....... but it obviously is not as the problem is caused by a software fault when you voluntarily upgraded the OS and EE can not really be held responsible.

I have to disagree. Software is supposed to be updated, and it was a legitimate update. So, IMO the OP's statutory rights under the SoGA haven't been affected, although enforcing them can be not that simple.

@OP: The word pedants’ top 10 >> No. 8, 9

Anoneemoose

grumbler wrote: »

I have to disagree. Software is supposed to be updated, and it was a legitimate update. So, IMO the OP's statutory rights under the SoGA haven't been affected, although enforcing them can be not that simple.

@OP: The word pedants’ top 10 >> No. 8, 9

I agree but as PP said, it is the update that has caused the problem. So OP will have a hard time proving "inherently faulty", because it wasn't. Can EE be held liable for a third party software update?

Kingsd316

What has actually happened to the phone to make it unusable? With this people may be able to help solve it as most software issues can be fixed

tiredofworrying

It's just froze then crashed ond only a Apple logo.

I have just been to a iphone repair shop they have had it a few hours they just called to say no luck :-(

aidanmowatt

I live in Hull and have had numerous connection issues with EE.

They have given me part refunds on several of my bills, but this isn't enough. For me they should early terminate my contact (taking back my phone) so I can look at another network who can provide coverage in my area.

Kingsd316

tiredofworrying wrote: »

It's just froze then crashed ond only a Apple logo.

I have just been to a iphone repair shop they have had it a few hours they just called to say no luck :-(

First thing you need to do is see if a laptop with Itunes running recognises the phone at all, if it doesn't you will need to try a DFU restore, instructions for this can be found here, (this is an older phone but method is the same)

That will then hopefully re-install a fresh version of the software you already have on the phone and if not it will at least give you an error message which will help in discovering the problem, be warned though that the whole phone will be wiped as a result of this so hopefully you already have an icloud back up or PC based backup.

Iphones cannot be completely bricked as a result of software, they can apparently cause the hardware not to work correctly (IE the WIFI issue on 4s models) but there has been no actual evidence it was the software that caused the issue

20aday

tiredofworrying wrote: »

It's just froze then crashed ond only a Apple logo.

I have just been to a iphone repair shop they have had it a few hours they just called to say no luck :-(

Did you attempt to connect your iPhone to iTunes via USB at all?

If so, what happened? Did any error messages appear etc?

Personally I'd pay for an engineer's report and tell Apple you wish to use Consumer Law under the SoGA.

Why? Because earlier on in the year my three year old iMac started displaying a vertical line on the LCD. Turns out it'd failed and when I went into my local authorised reseller they sent it off for repair and wanted £400 for it.

Given that I'd paid £1,000 for it (I know, hardly money saving!) I felt it wasn't fit for purpose as it should've lasted longer than three years before failing.

The guy in charge of my repair contacted Apple to say I was exercising my rights and luckily they agreed to foot the bill.

If you'd downloaded a jailbroken version of iOS (or from another source other than Apple) I could understand them being unwilling to replace your device with a refurbished (or new model) but the fact you downloaded it from themselves and it then went onto fail then I think you should have a crack at it.

grumbler

20aday wrote: »

Personally I'd pay for an engineer's report and tell Apple you wish to use Consumer Law under the SoGA.

SoGA sets obligations for the supplire (EE), not Apple (manufacturer).

Cuilean

EE (T Mobile in my case) were not at all bothered when my iPhone 4S started to fail pretty much exactly 12 months into them sending the phone. They let me speak to their tech support team in India, who went through the usual troubleshooting steps, but couldn't fix it. In a nutshell, it was randomly deleting my contacts, calendar events and turning the GPS on and off at random, which was a pain because I use it for jogging.

I took it to Apple, who tinkered with it, put a new battery in it, charged me £99 and sent me away. Didn't fix it. In the end, I bought a SIM free handset and took my business elsewhere at the end of the contract.

Moral of the story - EE don't care, and won't help you. You've had better advice from the previous posters then you'll get from them.