by seanmcgrann
Explorer

Converting to Samsung and the issues with contracts

I have always used apple products and have been on their September every two years upgrade cycle when the new product comes out.

This year I tried the s7 edge with EE and I have to say that I am impressed by them however upon hearing of the new s8 I cant help but show disappointment that EE have not thought about retaining apple customers by not offering us the chance to upgrade on to the Samsung March 2 year cycle of contract renewal instead which would give EE a chance to lock us in for longer. I have been used to changing phones every 2 years in September however if I was to stay with Samsung, I would permanently always have the close to out of date product as by March I have noticed Samsung releases a new phone gets in a March cycle.

Currently, when my contract runs out, there is a risk that i will leave EE and wait until the new Samsung comes out and go with any provider. However, is EE looking to offer those in the same situation as me the chance to upgrade now to retain our business?

I have noticed Sky mobile offer a really good package to constantly upgrade for free which i might go towards but with being a loyal EE customer, i want to see if EE can do something, any ideas?

11 REPLIES 11
by Profile closed
Not applicable

Re: Converting to Samsung and the issues with contracts

EE really couldn't care less what handset brand they sell to customers.  They don't play one brand against another.

 

At the end of the day, it's your choice which handset you decide to purchase and how often you upgrade or change it.

 

EE (and all the other mobile networks) don't have to do anything to retain your business.  If you want to switch networks, then just do it and get the best deal that's right for you.

 

by
EE Employee

Re: Converting to Samsung and the issues with contracts

Good Evening @seanmcgrann

 

Thanks for joining the EE Community! Smiley Happy

 

Unfortunately not every customer will have their upgrade date in sync with when new devices are released - this is something that is totally out of our control.

 

If a customer would like to move to using a different manufacturer's device, they would need to do this at point of upgrade or purchase a phone out right.

 

We do have something called Annual Upgrade that is available on certain Max Plans, if you choose an eligible phone. 

 

You'll find all the info you need on the help page - in the link above.

 

Hope this helps!

 

Thanks - Karen. Smiley Happy

by seanmcgrann
Explorer

Re: Converting to Samsung and the issues with contracts

Thanks for the response, I really do appreciate it.



But it goes to show EE aren't in touch with what their customers want. It
isn't beyond EEs control at all, its you who has the contract and can amend
any contract to then give customers the chance to upgrade now.



Whats concerning is that other providers do offer this upgrade now to secure
customers and its more of a concern that you weren't able to discuss 90% of
my message which is around EE addressing this issue to secure customers
which, to me as a customer just means you've ignored it.



Is there a way of escalating this concern?
by Grand Master
Grand Master

Re: Converting to Samsung and the issues with contracts

Hi, 

 

Your escalation route is to complain and you can do so here.

 

Both the above posts have answered your question. 

 

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by seanmcgrann
Explorer

Re: Converting to Samsung and the issues with contracts

Im pretty sure the only person can say that the posts have answered my
issues is me. please don't be rude, thank you
by seanmcgrann
Explorer

Re: Converting to Samsung and the issues with contracts

that doesnt make sense at all. i never said theyd sell off against another brand, i am saying that isnt it not in their best interest to say ok lets upgrade you now but restart the contract from now so they secure me for another 6 months. 

by
EE Employee

Re: Converting to Samsung and the issues with contracts

Hi @seanmcgrann

 

I'm sorry you feel I didn't answer all your questions.

 

A contract is a contract - this is not something we can just alter because a new phone has been released.

 

As I advised in my previous post we now offer Annual upgrades on certain plans and devices.

 

We also have a good selection of SIM only plans available - giving flexibility for customers who would rather not be tied into a 24 month contract with a device and gives the freedom to get a new phone when they're released.

 

You can raise a complaint via the link that @Northerner posted.

 

Thanks - Karen. Smiley Happy

 

by seanmcgrann
Explorer

Re: Converting to Samsung and the issues with contracts

Im sorry but you literally can alter a contract, you can do whatever you
want if both parties agree. That's the whole point of this discussion and
asking whether EE would do this to secure a customer for the long term. I
just don't think anyone has taken this point on which is why im
disappointed.



Im not looking to complain therefore that link wont help, I will however
escalate to senior management.



thanks
by Brilliant Contributor
Brilliant Contributor

Re: Converting to Samsung and the issues with contracts

Please read the Sky Mobile T&Cs

 

You can't upgrade for free annually.

 

You upgrade by returning your phone to Sky abd any outstanding balance after they buy back that phone they add it to your new contract you sign.


BrendonH (Android Expert) Samsung Galaxy S10+ (Pie 9.0)
If I have helped please click the THUMB/SOLUTION buttons below
by Grand Master
Grand Master

Re: Converting to Samsung and the issues with contracts

@seanmcgrann You don't have to upgrade at your minimum term you can hold off until the device cycle you want is too your liking.  Or you can just purchase the device you want outright. 

by Brilliant Contributor
Brilliant Contributor

Re: Converting to Samsung and the issues with contracts

@seanmcgrann

 

If you want the Galaxy S8 then if you buy direct from Samsung. They do monthly payments.

 

I'm paying £30 to Samsung on their annual upgrade deal and have a SIM only contract.


BrendonH (Android Expert) Samsung Galaxy S10+ (Pie 9.0)
If I have helped please click the THUMB/SOLUTION buttons below

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.