EE telling me free repair, now it's £201.

Croc_Mad

I took my iPhone 5c into the EE shop a week ago today. I've had my contract since December '13 so I was expecting to pay for a repair as it's out of warranty. When I asked how much the repair was expected to be, I was pleasantly surprised to be told it was free. I was given a receipt and temporary phone; the receipt stating that my iPhone was in warranty.


EE are now saying that it's £201 for the repair and that I shouldn't have been told the repair was free. The staff in their shop were rude and unhelpful, their customer service team are only offering me £10 credit and the regional manager was meant to call me two days ago with regards to my complaint. I've cancelled my broadband with them out of protest (the £29 disconnection charge was another matter!).

I was just wondering where I stand? Surely the law states that if I was told it was free, it should be free? I went in prepared to pay for a repair but it's the principle.

JJ_Egan

You expected to pay as it was out of warranty .
The shop staff made a simple mistake and you know they did .

grumbler

Croc_Mad wrote: »

...Surely the law states that if I was told it was free, it should be free?

I don't know any law saying this.

That said, EE's obligations under SoGA have nothing to do with Apple's warranty and aren't limited by the pathetic 1 year.
Hoewever, after 6 months the onus lies on you to prove that the fault wasn't caused by misuse or damage. If this is the case and EE refuse to repair for free, you can get an independent report (possibly, from Apple) proving this and sue EE for the cost of the repair or a replacement (plus the cost of the report if any).

MSE articles:

• Consumer Rights Armour
• Small Claims Court

sparky93

if it was written, then should it not be hounoured? ie op " the receipt stating that my iPhone was in warranty."

d123

sparky93 wrote: »

if it was written, then should it not be hounoured? ie op " the receipt stating that my iPhone was in warranty."

Not if it was a simple mistake made by the person helping. The courts would take a common sense approach and not allow a simple mistake to overrule the facts. This isn't America.

The OP could always ask for the phone to be returned unrepaired if they aren't happy with the quote.

sparky93

how long is the waranty, i know samsungs are 2 years, surely the iphones are too?

grumbler

sparky93 wrote: »

...i know samsungs are 2 years, surely the iphones are too?

You must be joking - I mean about Apple, not Samsung.

macman

sparky93 wrote: »

if it was written, then should it not be hounoured? ie op " the receipt stating that my iPhone was in warranty."

No, it has no greater legal validity than a verbal statement. It's just easier to prove it was said.

christaitfife

The shop staff made a mistake - i reckon that if you keep at it, argue and don't let up they will honor the free repair eventually and you will get the staff member fired :T

IMHO, what you have done is similar to accepting too much change (of £200+). You knew it was wrong, but you were happy to do it.