Am I entitled a refund?

stinky_onions

On Christmas eve I purchased a new PAYG phone for my partner from the ee shop, it was already on orange I was told it would be ok. The person in store dealt with it and said that we could keep the old number and the £10 compulsory top up would be transferred over to the new SIM within 24 - 48 hours. We waited and waited nothing happened. By 2nd of January I went back to the shop and after much messing about and phoning through to customer services they decided it was a faulty SIM, I was not given a new SIM as they don't stock them in that shop I was told to go to another shop 5 miles away for one but I said I would rather not as did not want to travel that far, they ordered one to our home address to be sent out first class..... 10 January still no SIM card and a phone we are unable to use, we can't even put the old SIM in the new phone as this one is a different size.
Anyway I am going back in today, I know they can't give me a new SIM as they don't stock them and I don't want to wait again for one to be delivered.
Would it be reasonable to ask for my money back?
Thanks for any advice.

grumbler

IMO, it would be very reasonable - to demand, not 'ask'.

Collabora

OP been their and never any help from store

http://forums.moneysavingexpert.com/showpost.php?p=67311383&postcount=1

best is to call EE execs on 0800 079 0232 Office opening hours are between 08:00 and 20:00, Monday to Friday or 08:00 and 18:00 on Saturday.

stinky_onions

Went back today to the shop that was 5 miles away, only to be told manager not in and not back till Monday. I said I'll return Monday but the lad on the till seemed to remember me and when I said I will come back Monday for a full refund he went on to tell me t hat I will not be entitled to my money back as I have had the phone fir so long without complaint !!!!!!!!!!!!

stinky_onions

Oh my gawd I may just throw it in the bin and pay for a new phone!!!!!!

Collabora

you only have 14 days, so how long was it before you made the first contact about this issue as thats what it goes off.

i have an orange contract that was to run out in Nov. 2015. last month my contract phone packed in and was advised to get a PAYG. so i did from the local EE shop on 17 dec., this would not charge,so next day took it back and was only given manufacturers phone number as store did not have any replacements ( so they say). anyway went home placed sim in an old phone so i could call 150 and eventually after 2 hrs they agreed to send replacement as long as i handed faulty phone to courier when he gives replacement. i did this opened replacement and found it had no back cover, so called CS and after 3 hrs got nowhere as they stated another replacement would be the same as thats how they are sent out. contacted EE exec dept who replied within 24hrs by calling me and agreed to send me a new retails boxed phone. this arrived 20th Dec. but only charged to 90% and then in standby discharged in under 3hrs, well emailed exec, but as xmas hols heard nothing until after new year so i was without a phone for nearly 3 weeks. i then had the funds to get a new phone which i got an iphone 5c from GiffGaff so i could use my contract. now when exec got back to me they agreed to refund the amount i paid for the phone + the money it cost me to return the phone back to them so £112, this would see out my contract, so i asked about getting my PAC and cancelling contract which they agreed without a penalty, so not i have ordered a sim only from tesco mobile

grumbler

Collabora wrote: »

you only have 14 days,

Firstly, I don't think that EE shops operate 14 days returns policy.
Secondly, cooling off period is just for change of mind. In this case the OP paid money, but EE failed to supply what they were supposed to.

Collabora

grumbler wrote: »

Firstly, I don't think that EE shops operate 14 days returns policy.
Secondly, cooling off period is just for change of mind. In this case the OP paid money, but EE failed to supply what they were supposed to.

i suggest you learn to read before making such comments

http://ee.co.uk/help/accounts-billing-and-topping-up/billing-and-payment/view-and-pay-your-bill/care-and-repair

General repair information

If you find a fault with your device within the first 14 days of purchase, we’ll offer you a brand new device. And if your device develops a warranty fault, we can repair that for you, no problem.

If your device has an out-of-warranty fault, you may have the option to pay for your device to be fixed, up to the value of £200. What is considered In or Out of warranty will depend on your individual handset manufacturer.

The process for Apple devices is slightly different - you can speak to us or to Apple to discuss your options.

Please note: Our repair and loan services are available to all pay monthly or pay as you go EE customers.

OP should call exec on the number i gave in post #3

grumbler

Thank you for the suggestion (text removed by MSE Forum Team), but what "fault with ... device" are you talking about?
And why on earth would the OP want "a brand new device" from EE if the problem lies with the sim?!

*Do you still insist that iPhones get unlocked by codes?

Collabora

it is still a fault which would be within their 14 days, but as i stated they should call exec if getting nowhere in store

grumbler

After 14 days they repair the "warranty faults".
Within 14 days they replace with a "brand new device" instead of repairing.
How could this particular "fault" be cured by replacing with a brand new device within 14 days?