EE Faulty Handset Problems

Peter_Parsons

I bought a new Samsung handset as part of a contract through EE online about 6 weeks ago and it has developed a screen fault (manufacturing fault, not accidental damage), however, on contacting EE both over the phone and instore, they have not been willing to offer me a replacement handset in a way that also allows me to transfer and keep my existing data from the faulty handset to a replacement.

What I've asked them to do is send me a replacement, give me a day to transfer the data and then return the faulty one. They have refused to do this.

In-store, they only offered to send it away for repair which involves a factory reset and losing all my data.

Over the phone they offered me the instore solution or an instant exchange (I have to give the old handset over at the time the new one is delivered, thus not giving me the opportunity to transfer my data across). They also suggested using Samsung cloud, but that doesn't have the capacity  and it also has other limitations on file size (I disabled that service a couple of years ago since it kept telling me it was out of capacity).

Has anyone had any luck getting EE to do what I'm asking (which feels like a reasonable request to me)?

Am I stuck with having to, for example, buy/borrow (not sure if anyone I know has a spare handset) a second hand handset from somewhere, transfer my data to that, and then do the instant exchange?

PHK

Surely the problem here is your lack of backups. I can't see any supplier allowing you to have two of an item even for a period of time, especially when it's your omission that has made it necessary. 

victor2

PHK said:

Surely the problem here is your lack of backups....

^^This^^

What would you do if your phone was stolen or destroyed?

I've just moved from one Android phone to another using my google account to transfer everything. All the apps, photos etc. All I needed was my passwords, which I fortunately had in a password manager.

You know you're going to "lose" your phone, so make backups (plural).

Peter_Parsons

PHK said:

Surely the problem here is your lack of backups. I can't see any supplier allowing you to have two of an item even for a period of time, especially when it's your omission that has made it necessary. 

The only backup option they offer is Samsung Cloud (now OneDrive) and that doesn't have the storage capacity to do a full backup of any modern phone.

Peter_Parsons

PHK said:

Surely the problem here is your lack of backups. I can't see any supplier allowing you to have two of an item even for a period of time, especially when it's your omission that has made it necessary. 

They have in the past when I've signed up for trade-in deals. They shipped me the new device and gave me time with both devices to transfer all my data directly before expecting me to send them the old device. Why should this be any different?

Peter_Parsons

I'd also point out that some apps (e.g. Signal) don't allow backups, but do support device-to-device direct transfer of history. So, even with a backup, I'd have a loss of data compared to being able to transfer directly.

liggerz87

Peter_Parsons said:

PHK said:

Surely the problem here is your lack of backups. I can't see any supplier allowing you to have two of an item even for a period of time, especially when it's your omission that has made it necessary. 

The only backup option they offer is Samsung Cloud (now OneDrive) and that doesn't have the storage capacity to do a full backup of any modern phone.

Samsung cloud does let you do a full back you could use 200gb they will allow you to do it but they will only keep the data for 30 days so do a back up of your phone using Google cloud and Samsung cloud then restore when you get replacement device

PHK

Peter_Parsons said:

PHK said:

Surely the problem here is your lack of backups. I can't see any supplier allowing you to have two of an item even for a period of time, especially when it's your omission that has made it necessary. 

The only backup option they offer is Samsung Cloud (now OneDrive) and that doesn't have the storage capacity to do a full backup of any modern phone.

That’s nonsense, there are multiple options including Google, to a computer, to a memory stick or memory card, via third parties.