Consumer law on iphone with failed antenna :-( (EE)

PHK

Donegal_Paul said:

The report states the antenna is at fault thats all.

See my post from the 22nd March. 

Donegal_Paul

And after 2 more resets over the weekend Im back again with no signal at all :-( so still paying £70 a month for nothing effectively that's been off for repair twice and multiple contacts with customer services and techs on how to reset etc all with the same result.

Donegal_Paul

Yesterday, had enough and went back to the local store to see the manager and complain, was told he was on a conference call and would be out soon. 35 mins later and no sign of him, I asked one of the staff to go see how long he was likely to be. Manger came out a few minutes later quite snappy attitude telling me he's had to come away and needed to be back in the call in 5 minutes. I explained the issues again, went through the story so far and that its now nearly a month, felt that it was time they sorted a replacement as it's not on and all i'd had was rubbish customer service. 
He said there was nothing they could other than another repair which i wasn't prepared to do as it had been "repaired" twice and not worked or done the work specified. I said that it's not good enough and wanted to ring someone at customer services to escalate. At this point his five minute window was up, he got snappy and said i was being disrespectful and I could ring customer services myself (which I said I couldn't as the phone wasn't working!) Then he said he was refusing to serve me and called security from the shopping centre!
I couldn't believe it and when the arrived I relayed the story and told them I wasnt leaving and they had no legal authority over me, which they argued and said I was trespassing (civil offence I told them, even the police cant arrest for that) anyway when they saw they werent getting anywhere they got their boss to come. I explained it all again and in the end she got the manager to provide me with a phone to call customer services (as he still refused to have anything to do with me).

After another hour and a half to them and another tech (repeating every reset etc that had all been done numerous times) he said that it has to go for a repair and actually said they normally have to be repaired 3 times before considering anything like a replacement. I told him that's unacceptable and wanted to talk to either the level 2 technician or his boss. After another 5 minutes he came back and said his manager has agreed to a replacement, which has arrived this afternoon and is working as it should :-) 

I'll be leaving EE at the end of the contract for sure and will never ever deal with them again, only the second company in the last 20 years to make on my list (the other being legal and general).

flaneurs_lobster

Well done mate, too many of us would have given up by now. Glad you got it sorted.

Are you going to buy an extended warranty for the new phone?   

Donegal_Paul

flaneurs_lobster said:

Well done mate, too many of us would have given up by now. Glad you got it sorted.

Are you going to buy an extended warranty for the new phone?   

I may well do, got a month to think about that, still undecided what to do with it to be honest as may plump for the iphone 15 later in the year. Just not from EE

WelshPaul

Apple made the dud iphone and apple told you where to go… EE didn’t want to help but ultimately were the one’s who replaced and resolved your issue in the end. Maybe you should reconsider buying another iPhone?

d123

WelshPaul said:

Apple made the dud iphone and apple told you where to go… EE didn’t want to help but ultimately were the one’s who replaced and resolved your issue in the end. Maybe you should reconsider buying another iPhone?

If Paul had bought the phone from Apple they would have handled the issue themselves, as he bought the phone from EE the repair or replacement is on them to resolve, it's one the basics of UK consumer law...