I have a Samsung Galaxy Z Flip 5 supplied by EE when I renewed my contract in November last year. On the evening of 30th October the phone developed a fault whereby the display stopped working. I was not misusing the phone in any way, but I heard it crack as I was opening it. On the morning of 31st October I called the EE technical support. The person I spoke to advised that I should call into my local EE store where they would be able to arrange a repair and supply me with a temporary replacement under your “Mend & Lend” scheme. I called into the Croydon branch where I was told that the phone would need to be sent away but they couldn’t offer a replacement as I had been told on the phone. He advised that I should maybe contact another branch to see if they had a replacement, but was unable/unwilling to contact any other branches or even give me any phone numbers. I called the EE support line again. They gave me the number of the Bromley store. When I tried to call that number I got a recorded message saying that they were unable to answer the phone and I was automatically redirected to the EE support centre. The person I spoke to attempted to transfer me to the Bromley store but got the same recorded message. He advised that I should continue trying to call them, but if they were unable to supply a replacement I should purchase a handset from Tesco Mobile and keep the receipt and claim a refund on completion of the repair. I tried calling the Bromley store again several times over the following hour without success. However it occurred to me that it was rather strange that an EE employee was recommending buying a handset from another provider, so I called the EE support line again to ask if an EE store would offer a similar service. The person I spoke to said that he was unsure and that I would need to ask in the branch. He also told me that I had received incorrect information from the previous people I had spoken to with regard to calling in at a store and said that it is necessary to book an appointment. He booked an appointment for the following morning (1st November) at the Bromley store. He also checked that they had a replacement in stock and confirmed that they had two, and even gave a description of the phone that he reserved for me. When I arrived at the store a member of staff checked my phone and advised it would need to be sent away for repair. He also said they wouldn’t be able to supply a replacement. When I challenged this and pointed out that I had been promised a replacement, he replied “who told you that?”. When I told him that it was the representative from EE who had booked the appointment for me, he disappeared to the back of the shop and nearly half an hour later another member of staff appeared with a replacement. This phone is an inferior model to the one I have, but I accept that as it is a temporary replacement. On the afternoon of 2nd November I received a call from the repair centre in Ashford. They said that the phone is damaged and therefore not covered by warranty and that the repair would cost in excess of £300, which is probably more than the phone is even worth as it is nearly a year old. I called EE support again and was advised to speak to Samsung directly. Samsung have advised that I return the phone to them for them to investigate. Once the phone has has been returned by the Ashford repair centre, I will presumably have to return the replacement phone to the store. I cannot be without a phone and Samsung don’t supply a replacement. My contract includes a handset, so I called EE support again and spoke to Tom at Newcastle. I asked if EE would supply a replacement while my own one was with Samsung, and he simply replied “No.” I was a bit taken aback by this abrupt, one word reply, so asked if EE would supply a new phone or compensate me if my own one can’t be repaired, and again he simply answered “No.” In fact, through the whole conversation I found his manner to be rude, abrupt and bordering on aggressive. During the conversation he let slip that there is a KNOWN DESIGN FAULT with this model of phone, but despite this it seems that I am still responsible. I reiterate that I have not misused the phone in any way. The problem arose during normal use. It has never been dropped or submerged in liquid. The external areas of the phone are undamaged and in good condition with no scratches etc. As the “damage” to the phone is NOT my fault, but a known issue with the model as acknowledged by EE, I don’t see why I should be out of pocket over this. I have been a loyal customer since 2005 they you were still T-Mobile, but my loyalty is now running very thin. The service I have received has been completely unacceptable. Perhaps the technician’s suggestion of going to Tesco mobile isn’t such a bad idea.