Samsung A15

[Sheila47]

I upgraded to the SAMSUNG A15 in July.  However, shortly after taking delivery the phone kept freezing and wouldn't let me swipe or turn it off.  I took it to my local EE shop and they were going to send it for repair but then realised it hadn't come from the shop  it had come direct from EE so thy said they could not help me.  I have had to revert back to my old phone.  What do I do?

[bristolian]

My understanding is that EE's local repair service is available regardless of where your phone was sourced from.

There is no reference on https://ee.co.uk/local-repairs to "you must have bought your phone from a shop to use this service"

I suspect you may have caught a poorly-informed shop staffer who has misadvised you.

[Alex_H · Accepted solution]

Hi @Sheila47,

Thanks for visiting the EE Community 

@bristolian is right, you can use our store repair service regardless of where you bought the phone from, it does not have to be purchased from EE at all and you don't have to be an EE customer. I apologise that you received the incorrect information in store. 

Some of our stores have an in store repair service available but otherwise it would have to be sent to our repair centre, if you use our store finder EE Store Finder | How to find your nearest EE store | EE you can see if any nearby stores offer an in store repair service. 

You can also book a repair through calling us on 150 where we will pick up the phone from your home, deliver it to the repair centre and then deliver it back to you. You can also book that in on the link @bristolian provided above with the send us your device option.

Alex