Factory reset for repairs

[astleyrob99]

Went into a branch to try do a same day repair, email says to back up your phone just incase, goes into the branch to be told they'll wipe it because of GDPR

I can prove it's my device and I'm temporarily allowing them access to conduct the repair, explained I'm currently arranging a family funeral and don't have everything backed up as nowhere does it states the device will be wiped (for a screen repair)

For EE to break GDPR they'd have to share/store my information without my consent so if they have to completely wipe my device to complete a simple screen repair to make sure none of my data is shared that is extremely concerning, can anyone attest to if this is actually true as the whole idea of GDPR would suggest there's no reason to delete all my data

[bristolian]

It's standard practice with any physical repair, to advise that all personal data should be backed up prior to the device being left. It's also a very sensible precaution to take, unless you're happy to accept the possibility of complete data loss.

[astleyrob99]

I'm more than aware places advise jusr incase but they point blank refused it due to GDPR which was my question as to why

My point was never due to the backup of my data it was because they claim it has to be reset due to GDPR which legally is completely wrong

Which again to protect my data from being shared from EE isn't my legal responsibility, legally it's their responsibility to ensure my data doesn't shared

[bristolian]

I wouldn't read too much into that specific scenario. There's many misunderstandings about what GDPR does & doesn't cover, and there's enough nonsense spoken about to write several books.

The retail adviser was probably citing the repair policy, and trying to think of a feasible excuse when questioned - and ended up with well-intentioned nonsense. It won't be the last time, I'm sure.

[Matt_124]

In-store repair services are provided by a separate company and those staff are not directly employed by EE, the repair policy states the the customer must ensure data is backed up before it can be worked on and that features like Find My iPhone or the Google equivalent must be switched off.

Most of the manufacturer policies they follow and tools they use as an accredited repair centre involve sometimes performing a factory reset of the phone and they have to follow these rules so that work can be done under warranty and to manufacturer standards.

All of the above is likely a layer of protection from accusations of accessing customer data, and to ensure customers do not accuse them of deleting their personal data without their consent.

Apple stores follow similar rules as when I needed a repair under warranty I was told to back up the phone and it was wiped during the process. This may vary depending on the type of repair but it is the customer's responsibility to back up their data in the event that a factory reset needs to be performed.

[astleyrob99]

I completely understand that just annoying that this isn't outlined anywhere at all that it has to be reset, any other phone repair place just advises back up of data and would never reset it for a screen repair as it doesn't warrant resetting since its nothing to do with the actual hardware yet the only place that seems to repair my phone wants it resetting without 0 prior notice

I did explain that I'd be happy to sign something to give them consent into my phone if needed to check functionality

Even speaking to samsung on the phone don't require a factory reset they just simply place the device into maintance mode, personally I just think GDPR is a terrible excuse its the first I've heard

Should be down to the individual customers if they want to reset it fair does