EE broke my phone during repair

CHZ95

Hi all..

Looking for general advice on what I should expect as an outcome to the following problem:

I have a phone contract with EE on a Samsung Galaxy S8+ . It is still within warranty so when it had a software issue I took it into the EE store where I purchased the contract and they sent it off for repair. The paperwork they filled out and both myself and the customer service guy signed states "No visible physical damage". This was done in store when I took the phone in to get repaired. Fast forward 2 weeks and I get the phone returned to my home address followed by an email saying the phone is unrepaired as the warranty is void due to physical damage and I will have to pay for any repairs required. I then open the box and see the phone now has a crack on the back which was not there before, as stated in the paperwork signed pre-sending off for repair. I have then gone back to the store and told them the issue and they basically are at a loss of what to do. The manager spent a lot of time in the back of the store not really telling me what he was doing and then when he came back didn't really have a clear answer for me. The only thing he did say is they no longer stock the s8+ so they can't replace the phone. I left the store with him saying he will contact me in a couple of days with an update. Am I now within my rights to cancel the contract? Or what? I don't know what to do?

What should I be doing now?

Any advice would be much appreciated 🤘🤘

Chz95

mobilejunkie

The airtime contract has nothing to do with the phone, so no.

Since you have proof that it was sent undamaged, you could obtain a price elsewhere for restoring it and repariing the orginal fault, then send a LBA to their registered office.

Alternatively, you could make a formal complaint following their complaints procedure and escalate it to the Ombudsman if they don't resolve it in 8 weeks or when they send you a letter of deadlock.

pmduk

Make sure you continue to pay the contract, you don't want to add credit rating issues to the phone issues. Use the SIM in another phone if possible.

If the store sent the phone for repair, the packaging is their responsibility and you need to follow the complaints procedure described above.