Can I exchange my faulty phone in store?

big brother 9

18-12-2015

Hi just wondered if anyone knows if I can go into an EE store to exchange my phone for a new one?

My screen is broken and I have insurance for loss, damage etc.

Usually I'd phone and they would send a courier out to me and swap phones.
I'm going shopping later and just wondered if it better to take in store.

Synthetic42

18-12-2015

If you're going there anyway, no harm in popping in to ask. Might be able to get a replacement there and then too

d123

18-12-2015

They've never offered insurance replacements in store so I doubt it.

Save a journey by phoning the store or CS and asking.

big brother 9

18-12-2015

For anyone else wondering, they don't allow it. Which seems daft as I got the handset from that same store.

PrinceGaz

18-12-2015

Originally Posted by big brother 9:
“Hi just wondered if anyone knows if I can go into an EE store to exchange my phone for a new one?

My screen is broken and I have insurance for loss, damage etc.”

They'll need to check it is the correct phone (check IMEI number, SIM status, insurance cover etc) which dependent on the state of the phone and however much they have to check might not be convenient to do in store. The staff in store may not have access to all the relevant information to verify it all.

Quote:
“Usually I'd phone and they would send a courier out to me and swap phones.
I'm going shopping later and just wondered if it better to take in store.”

Usually? How many phones do you break? What are you doing to them?

big brother 9

18-12-2015

Originally Posted by PrinceGaz:
“They'll need to check it is the correct phone (check IMEI number, SIM status, insurance cover etc) which dependent on the state of the phone and however much they have to check might not be convenient to do in store. The staff in store may not have access to all the relevant information to verify it all.

Usually? How many phones do you break? What are you doing to them? ”

I have a dodgy side line of selling recommissioned phones Lol.

Seriously though I have 3 contracts (well have 2 now) and I've been with orang/EE for 13 years and me and the missus are a bit clumsy

d123

18-12-2015

Originally Posted by big brother 9:
“For anyone else wondering, they don't allow it. Which seems daft as I got the handset from that same store.”

The shop sells EE phones, the insurance is usually a completely different company that handles insurance claims via CS. Seems quite logical IMO.

A quick check on the EE website shows:

Quote:
“The insurance element of Full Cover and Damage Cover is underwritten by Allianz Insurance plc. Allianz Insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register No. 121849. Subject to terms and conditions.”

It's also quite clear about claiming:

Quote:
“Making a claim is easy - simply call us on 150 from your EE phone or 07953 966 250 from any other phone, and we'll do the rest. 9 out of 10 claims are processed without paperwork, it’s that quick and easy”

http://ee.co.uk/ee-and-me/why-ee/fam...making-a-claim