topic Re: EE Protect Discount in Life in Archived Posts

EE Protect Discount in Life

Chrissy21 — Wed, 04 Nov 2020 15:28:52 GMT

Hi I have recently upgraded my phone and I have noticed that I can get a free phone case or protector with the above.

I had it with my last phone but bought a case before I had thought about it.

How do I access this discount?

Re: EE Protect Discount in Life

James_B — Wed, 04 Nov 2020 17:30:19 GMT

Hi @Chrissy21,

Welcome to the EE Community. 🙂

Did you add your insurance cover at the same time as upgrading?

Thanks

James

Re: EE Protect Discount in Life

Spillers — Thu, 05 Nov 2020 09:19:04 GMT

Hi I was told yesterday when I upgraded that although it shows on my add ons as FREE you actually only get it if you buy insurance from EE.

When I first saw it I thought "Ooh that's great - Good on EE giving us a free case!" Then I realised there was a catch.

It's such a shame you build your customers expectations in this way to only disappoint us.

Re: EE Protect Discount in Life

gibbylinks — Thu, 05 Nov 2020 10:14:02 GMT

Hi,

I've just moved to EE from BT and got my shiny new phone. I've been looking into how to get my free screen protector or case too, and been struggling to find any information.

The add-on does imply you get it for free and doesn't mention any strings attached.

If someone could confirm you only get it if you take out the insurance, if that is the case it's a very sneaky tactic and I'm hoping I don't find any other issues like that.. 🤔

Re: EE Protect Discount in Life

Christopher_G — Thu, 05 Nov 2020 10:45:25 GMT

Could any of you post a screenshot for me please? Or a link to where you seen this.

We'll take a look for you. 🙂

Chris

Re: EE Protect Discount in Life

gibbylinks — Thu, 05 Nov 2020 10:57:46 GMT

Screenshot taken from My EE app

Re: EE Protect Discount in Life

Christopher_G — Thu, 05 Nov 2020 11:35:13 GMT

Thanks @gibbylinks

This is in relation to our Service Pack, where you get a discount off protective equipment - on certain plans.

You can find more information on this EE Service pack help page.

The 'Free' part means that there is no recurring monthly cost for the service pack add-on.

Chris

Re: EE Protect Discount in Life

gibbylinks — Thu, 05 Nov 2020 11:46:47 GMT

Thanks for that Christopher,

Perhaps you could clarify for me, is it free and if so how do I get it?

Thanks

Re: EE Protect Discount in Life

Christopher_G — Thu, 05 Nov 2020 12:06:22 GMT

Add the add-on through your My EE account, @gibbylinks. That adds it to your account at no cost.

Have a look at the EE Service pack help page that I posted, there's loads of information about it on there. 🙂

Chris

Re: EE Protect Discount in Life

gibbylinks — Thu, 05 Nov 2020 12:13:49 GMT

There is loads of information, but it doesn't actually tell you how to get it..

I'm beginning to feel like a dog chasing my tail, or is this one of those "How do you keep an idiot occupied" things ?

Sorry Chris, not having a go at you, but if you could pass my comments on.

Re: EE Protect Discount in Life

Christopher_G — Thu, 05 Nov 2020 12:35:57 GMT

The screenshot shows that it's already in your add-ons, @gibbylinks.

I may have gotten confused, are you asking about adding the service pack or claiming your discounted screen protector?

Chris

Re: EE Protect Discount in Life

gibbylinks — Thu, 05 Nov 2020 12:42:01 GMT

Hi Chris,

The "Add-On" says or implies that once a year I can claim a free screen protector or case, but what I can't find out is how I get aforementioned screen protector or case. There doesn't seem to be anywhere to claim a discount code, nor are there any links to a web page(s) showing what you can get.

Even if it just said go into a store with your phone or something.

This is what I'm confused about.

Thanks

Paul

Re: EE Protect Discount in Life

Christopher_G — Thu, 05 Nov 2020 13:06:07 GMT

Did you get a discount code when you initially upgraded, @gibbylinks?

You usually get one at the start of the contract, then a new one each time you get an MOT.

You don't necessarily get a free screen protector, it's a £10 discount towards protective equipment, which you can use towards a screen protector.

We've sent some feedback through to make this clearer on our help pages and in the My EE app.

Chris

Re: EE Protect Discount in Life

gibbylinks — Thu, 05 Nov 2020 13:10:29 GMT

Hi Chris,

I moved over to EE from BT last week. BT sorted everything out, and then a nice pleasant chap from EE dropped the phone off on Sunday. Just the phone in the box in a EE carrier bag.

I just saw this under the Add-Ons and thought that's a nice touch..

Paul

Re: EE Protect Discount in Life

Christopher_G — Thu, 05 Nov 2020 13:14:06 GMT

Ah OK, that's great, @gibbylinks.

I've sent you a private message to get some information from you.

Please take a look and get back to me.

Thanks

Chris

Re: EE Protect Discount in Life

Spillers — Thu, 05 Nov 2020 14:09:19 GMT

Well said @gibbylinks .. the web and app implies it is FREE - not that you have to buy insurance or that it's a "discount voucher" towards a cover. Where I come from FREE means Free of charge !!! Not a discount off or buy something else to qualify.

It's completely misleading and confusing for customers and you're marketing team should be challenged.

Re: EE Protect Discount in Life

Christopher_G — Thu, 05 Nov 2020 14:27:08 GMT

Hi @Spillers

The add-on for the Service Pack is free. You get a discount voucher towards protective equipment.

As I said before, I've fed this back to the My EE team to make that clearer within the app.

The insurance offer that @James_B mentioned further up the thread is a different offer.

Chris

Re: EE Protect Discount in Life

Treble — Tue, 10 Nov 2020 15:14:21 GMT

Glad I found this thread I have just upgraded and saw this on my plan, and thought oh a nice new case or screen protector free for my phone, ee gets better and better and then boom it’s not the case it’s very underhand and needs removing free means free grrrr

Re: EE Protect Discount in Life

Chrissy21 — Wed, 11 Nov 2020 10:13:10 GMT

Hi James sorry for the late reply and no I didn't.

I thought this was an separate offer?

Re: EE Protect Discount in Life

Chrissy21 — Wed, 11 Nov 2020 10:18:43 GMT

Thanks Chris but I am still not clear on how to access the 'free' bit or reading between the lines on the £10 how I get that discount?

Its ok saying you have it but there is no process to follow to get it?

Plus we have gone from it being free to being a discount.

Not at all clear.