EE & Phone Repair

Juffsy

Hi, hope someone can advise.  I bought a brand new Samsung A12 in July 21from EE.  It's still in warranty.  The on/off switch stopped working.  I took it into my local store.  The sales advisor checked over the phone, advised it was in good condition (no markings or dents).  He took it to the back office to turn it on - the only way to turn it on was to plug it in.  He came out with it on, checked the screen was working with me etc.  Advised that he would send it for repair.
Three days later the repair centre call me to ask if anyone had taken the phone apart for other repairs.  I advised them that this had never been done and was at a loss as to why they should think this.  They advised me to call EE customer services.
I called EE and was again asked if anyone could have taken the phone apart, again I said no.  The phone hasn't needed any repairs and we wouldn't take a phone apart for fun.
He said that he would raise an investigation.
I've now spoken to the repair centre again and they have said that the repairs would be £250.
EE are standing by the repair centre.  I have now found out that the repair centre claim that the phone has been damaged at the on/off switch (major damage they say) and also wires have been twisted and pulled at the USB port.  I am at a complete loss as to what has happened.
I don't want to pay for my phone to be repaired when it is in warranty and I haven't done anything to it.
HELP
Thank you

ballyblack

you can replace for under £150

Juffsy

How do I know that it wasn't damaged when I received it?  I now have the pictures.  Those kinks look like they've been there a while

grumbler

Three days later the repair centre call me to ask if anyone had taken the phone apart for other repairs.  I advised them that this had never been done and was at a loss as to why they should think this.  They advised me to call EE customer services.

I called EE and was again asked if anyone could have taken the phone apart, again I said no.  The phone hasn't needed any repairs and we wouldn't take a phone apart for fun.
He said that he would raise an investigation.
I've now spoken to the repair centre again and they have said that the repairs would be £250.
EE are standing by the repair centre. 

It's not easy to take modern phones appart.

Follow their formal complaint procedure and stick to your guns - you don't know how to take a phone apart and didn't take it anywhere except their shop. Tell them that you'll go to the Small Claims Court if they don't repair it for free.

Consumer rights

Small claims court