Litmus
Resident Freddy
- Joined
- Dec 30, 2003
- Messages
- 1,577
I've had a problem with my samsung S4 since august now. I've sent a letter of complaint off to EE which i got a response to today, basically saying its not their problem because they are just a network provider not a phone provider, even though my contract is with them, and they provided me with the phone.
So anyway, until i can call Citizens advice back after Christmas i was wondering if anyone could shed any light on what steps to take next? As i'm just sick to the back teeth of the whole situation now and its cost me over £200 paying for a phone that doesn't work.
Here's a copy of my complaint letter.
15/12/2013
Correspondence Department
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
Tyne & Wear
SR3 3NX
Dear Sir or Madam
I am writing to complain as advised by the Citizens advice bureau about a long and ongoing issue I’ve had with my Samsung Galaxy S4 mobile phone. In May I received an email from Orange offering me, as a valued and long term loyal customer a free early upgrade to the phone in question. I took them up on the offer and all the arrangements we’re done over the phone. I received the phone 2 weeks later.
My problem first started on the 11th of August, while using my phone it turned off by its own accord and wouldn’t turn back on, even with the charger plugged in there was no response from the phone. I called EE customer services and the representative went through all the standard troubleshooting steps. Half way through these steps the phone started charging again and would turn back on. She advised me if the problem happened again I would need to take into store and they would send it off under warranty for repair. Over the next few weeks the problem gradually got worse to the point I was lucky if I could get the phone to stay on for longer than 10 minutes a day. I took my phone to your EE Cannock store on the 2nd of September and it was went away for repair and was returned to me almost 3 weeks later on the 20th of September.
The phone worked fine for around 4 weeks until the exact problem started happening again around the 19th of October. I rang customer services again and all they could offer was to send the phone off for repair for a second time, which I was far more reluctant to do for a second time. I took the phone to your Cannock EE store during the week and spoke to the same store representative who dealt with the first repair. Again, all he said he could do was send it off for repair. I stressed I was unwilling to go without my phone for another 3 weeks, I told him I was willing to take my phone somewhere where the repair would be done there and then. He advised me that he knew a Car Phone Warehouse branch in Wolverhampton that offered this service. So on the 26th of October I went to the Car Phone Warehouse store, handed over my phone and signed all the repair papers. When I asked when I should return to collect my phone he said it would be a couple of weeks because they we’re sending it off for repair as well! I explained I had been told that they did onsite repairs, however he told me this had never been the case. By this time I was extremely frustrated and let them send it off under warranty repair anyway. My phone was returned on the 9th of November, I went and collected it from Wolverhampton.
By the time I had driven home which is about 30minutes, the problem had already reoccurred. By this time I was in disbelief.
I went straight to the EE Cannock store an explained that my phone had been back from repair for less than an hour and the same problem had already occurred. Again, all they said they could do was send the phone away for repair for a 3rd time and call customer services, I demanded to speak to the store manager who came out and gave the impression he couldn’t get me out of the store quick enough by refusing to answer my questions and repeatedly saying there was nothing he could do at store level and that I should ring customer services. By this point I felt I was being made look like a “problem” customer.
I rang customer services to stress my dissatisfaction about the whole situation when yet again I hit the brick wall. I was told all they could do was send my phone off for repair for a 3rd time, as I’d had my phone longer than 28 days it was no longer EE’s problem as they only sold me the contact and not the phone, and if that wasn’t good enough to contact Samsung directly and sort it the issue myself.
I rang Samsung and explained all the problems I’ve had, and although they said it should be down to EE to deal with the problem, I was free to send it back to them for repair. I raised the customer service ticket with them on the 11th November and my phone was back by the 18th of November. My phone worked for about another 2 weeks until it broke again with the same problem for the 4th time on the night of 30th November.
At the first opportunity I rang EE customer services on the 2nd of December again to stress my dissatisfaction and to ask for a resolution to the long on going issue. By this time I had lost all confidence in customer services, and as expected I got the same response as every other time had called. At the same time I asked for a refund on the line rental. The representative stressed that although the problem was no fault of EE, they would give a complementary 2 weeks refund.
Which equates to £25. Even though I have now spent £200+ since August on a phone that has only worked for approximately 6 weeks.
I am now unwilling to send my phone away for repair for a 4th time as I have lost all confidence that it is even repairable and that it is unacceptable for me to be expected to do so.
I have two resolutions that I feel are fair. The first is to cancel my contract with EE, and that a large proportion of the £200 I have spent on the contract since the problem occurred be refunded to me.
The second, is to replace the handset with a new one and to refund me a much larger proportion of the contract than the £25 which has been given.
I have attached all repair documents with this letter for your viewing. You should have all phone calls made between us logged on your computer system.
I look forward to your reply which can be made via any of the contacts given at the header of this letter, if you have any further questions please don’t hesitate to ask.
Regards
So anyway, until i can call Citizens advice back after Christmas i was wondering if anyone could shed any light on what steps to take next? As i'm just sick to the back teeth of the whole situation now and its cost me over £200 paying for a phone that doesn't work.
Here's a copy of my complaint letter.
15/12/2013
Correspondence Department
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
Tyne & Wear
SR3 3NX
Dear Sir or Madam
I am writing to complain as advised by the Citizens advice bureau about a long and ongoing issue I’ve had with my Samsung Galaxy S4 mobile phone. In May I received an email from Orange offering me, as a valued and long term loyal customer a free early upgrade to the phone in question. I took them up on the offer and all the arrangements we’re done over the phone. I received the phone 2 weeks later.
My problem first started on the 11th of August, while using my phone it turned off by its own accord and wouldn’t turn back on, even with the charger plugged in there was no response from the phone. I called EE customer services and the representative went through all the standard troubleshooting steps. Half way through these steps the phone started charging again and would turn back on. She advised me if the problem happened again I would need to take into store and they would send it off under warranty for repair. Over the next few weeks the problem gradually got worse to the point I was lucky if I could get the phone to stay on for longer than 10 minutes a day. I took my phone to your EE Cannock store on the 2nd of September and it was went away for repair and was returned to me almost 3 weeks later on the 20th of September.
The phone worked fine for around 4 weeks until the exact problem started happening again around the 19th of October. I rang customer services again and all they could offer was to send the phone off for repair for a second time, which I was far more reluctant to do for a second time. I took the phone to your Cannock EE store during the week and spoke to the same store representative who dealt with the first repair. Again, all he said he could do was send it off for repair. I stressed I was unwilling to go without my phone for another 3 weeks, I told him I was willing to take my phone somewhere where the repair would be done there and then. He advised me that he knew a Car Phone Warehouse branch in Wolverhampton that offered this service. So on the 26th of October I went to the Car Phone Warehouse store, handed over my phone and signed all the repair papers. When I asked when I should return to collect my phone he said it would be a couple of weeks because they we’re sending it off for repair as well! I explained I had been told that they did onsite repairs, however he told me this had never been the case. By this time I was extremely frustrated and let them send it off under warranty repair anyway. My phone was returned on the 9th of November, I went and collected it from Wolverhampton.
By the time I had driven home which is about 30minutes, the problem had already reoccurred. By this time I was in disbelief.
I went straight to the EE Cannock store an explained that my phone had been back from repair for less than an hour and the same problem had already occurred. Again, all they said they could do was send the phone away for repair for a 3rd time and call customer services, I demanded to speak to the store manager who came out and gave the impression he couldn’t get me out of the store quick enough by refusing to answer my questions and repeatedly saying there was nothing he could do at store level and that I should ring customer services. By this point I felt I was being made look like a “problem” customer.
I rang customer services to stress my dissatisfaction about the whole situation when yet again I hit the brick wall. I was told all they could do was send my phone off for repair for a 3rd time, as I’d had my phone longer than 28 days it was no longer EE’s problem as they only sold me the contact and not the phone, and if that wasn’t good enough to contact Samsung directly and sort it the issue myself.
I rang Samsung and explained all the problems I’ve had, and although they said it should be down to EE to deal with the problem, I was free to send it back to them for repair. I raised the customer service ticket with them on the 11th November and my phone was back by the 18th of November. My phone worked for about another 2 weeks until it broke again with the same problem for the 4th time on the night of 30th November.
At the first opportunity I rang EE customer services on the 2nd of December again to stress my dissatisfaction and to ask for a resolution to the long on going issue. By this time I had lost all confidence in customer services, and as expected I got the same response as every other time had called. At the same time I asked for a refund on the line rental. The representative stressed that although the problem was no fault of EE, they would give a complementary 2 weeks refund.
Which equates to £25. Even though I have now spent £200+ since August on a phone that has only worked for approximately 6 weeks.
I am now unwilling to send my phone away for repair for a 4th time as I have lost all confidence that it is even repairable and that it is unacceptable for me to be expected to do so.
I have two resolutions that I feel are fair. The first is to cancel my contract with EE, and that a large proportion of the £200 I have spent on the contract since the problem occurred be refunded to me.
The second, is to replace the handset with a new one and to refund me a much larger proportion of the contract than the £25 which has been given.
I have attached all repair documents with this letter for your viewing. You should have all phone calls made between us logged on your computer system.
I look forward to your reply which can be made via any of the contacts given at the header of this letter, if you have any further questions please don’t hesitate to ask.
Regards
