[ForumUser2016]

After being an EE customer for a while and taking a new contract out there service has always been pretty good (customer service).

From what I've heard they were shockingly bad (or used to be) but I've always come away happy.


I have an LG G4 which suffers from bootloop issues (bad solder on main board requiring replacement). It also suffers from image retention on the LCD. I paid for a fast track repair after being quoted a month for a fix (£25). It's a good phone (even though it's common and I like it). In the past EE admitted it was a very common problem. An average of 7 a week being returned and fixed.

Yesterday the phone was hot and the bootloops restarted. Along with the image retention on this screen I decided for the price I'm paying it's not good enough. I phoned EE who I explained to and was told I needed to send it off again, which I refused stating I was well within my rights to ask for a replacement device as I had already sent it off once and lost it for three days until it came back half fixed. She went off spoke to a manager for 10 minutes and told me they would in this instance replace the phone, only arguing it couldn't be done usually without insurance. They also said I wouldn't receive the £25 back as there insurance premium is £75. I told them this was irrelevant and that there insurance doesn't override my rights as a customer. She went off and then refunded me £25 finally after arguing. I asked her three times if it was a new phone - she said yes but I don't believe her somehow.

Usually they send out refurbished phones so is this something I should accept?

Either way hopefully this new one wont have the same issue

Cheers

[ForumUser2016]

Any ideas, should be arriving this morning.

[planetf1]

You might be able to push for new, though personally I probably would just see what arrives. Is it clean, not scratched, battery life as expected.. If so I'd likely keep it.

[ForumUser2016]

Refurb turned up. Looks perfectly clean and new. Now missing battery and back cover. Have been told 2 days. Im seriously annoyed and contemplating demanding a replacement for a £45 contract it's shocking! I was told to return the battery and cover after repeatedly asking.

[ForumUser2016]

Now been told this needs approval from relevant departments

[Thine Wonk]

It depends how long you had it as to whether you can demand new I think. If you've had it for months then they aren't obliged to give you new for old if a fault happens, but the one you get can't be damaged or in a worse state than yours.

I believe that's what consumer law says, if you rejected it early on (within a month or so) then I think you could demand new. I'm pretty sure this has come up before from a legal standpoint and that was what was advised.

[ForumUser2016]

Cheers.

It arrived without a battery and back cover which they told me to send back! Two days and chasing around these arrive.

Now the refurbished unit has the same problem and then headphone jack doesn't work. While I like the LG G4 I have told them I want a different model as this has gone on for too long and reimursing. Is this acceptable. In fairness, the made a contribution to a temporary phone but haven't called me back, as it's been escalated.

Is my request acceptable?

[ForumUser2016]

Any ideas? They should be phoning me but I'll have to phone them

[anyonefortennis]

Quote:

Originally Posted by ForumUser2016

Any ideas? They should be phoning me but I'll have to phone them

Call Citizens Advice Consumer Helpline on 03454 040506 and they will tell you exactly what your rights and entitlements are and what to do next.

[DS-Guy]

Quote:

Originally Posted by ForumUser2016

Any ideas? They should be phoning me but I'll have to phone them

Thats usually the case s most companys will make a promise to phone you back and they never do (: I would seriously call you local trading standards office to get the infomation you need to pursue this matter! Good luck and let us know what happens

[ForumUser2016]

Quote:

Originally Posted by DS-Guy

Thats usually the case s most companys will make a promise to phone you back and they never do (: I would seriously call you local trading standards office to get the infomation you need to pursue this matter! Good luck and let us know what happens

Now been told they're in a meeting for 3 hours, so try again later. Utter crap. I was firm but polite in demanding a manager there and then but she said she couldn't.

Tried Citizen's Advice but they're busy. Looking online, I should give them one repair attempt (they've had 2 including a defective replacement) and forgot to include a battery! So now I think demanding a different phone + compensation is more than reasonable.

[anyonefortennis]

Quote:

Originally Posted by ForumUser2016

Now been told they're in a meeting for 3 hours, so try again later. Utter crap. I was firm but polite in demanding a manager there and then but she said she couldn't.

Tried Citizen's Advice but they're busy. Looking online, I should give them one repair attempt (they've had 2 including a defective replacement) and forgot to include a battery! So now I think demanding a different phone + compensation is more than reasonable.

Citizens Advice are busy? Someone always answers that number.

[ForumUser2016]

Quote:

Originally Posted by anyonefortennis

Citizens Advice are busy? Someone always answers that number.

Yes am at work but called and was on hold for 20 mins.

[anyonefortennis]

Quote:

Originally Posted by ForumUser2016

Yes am at work but called and was on hold for 20 mins.

That's very unusual. Did you call 03454 040506?

[planetf1]

I did hit an email bug in a nokia/symbian handset years ago which caused me issues. After 2 (or 3?) returns, three offered to swap for alternative handset at equiv cost, or for me to pay the difference for any handset they had. I opted for the latter. that was a long time ago, but was a reasonable offer & I was happy with the end result.