Complain regarding i phone Insurance cancellation and screen repair- long-standi

[Stewart38]

How do I make a complaint 

[XRaySpeX]

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Northerner]

Hi @Stewart38 

If this is an insurance complaint (cover, claim or sales) then you'll need to complain to your insurers or the sellers as per your policy terms and conditions, if you're unhappy then after the final decision/8 weeks you can escalate your complain to the Financial Ombudsman Service.

@XRaySpeX has provided EE internal complains process not the financial insurance complaints process, but your request is vague as to which route or issue you want to complain about. 

Thanks 

[Stewart38]

Hi there how do I complain to EE? I feel like nobody is willing to helped me I have been with EE since 2010 I broke my screen and I got repair done from my local shop with out thinking that my insurance is cover for screen repair I thought is only cover lost and stolen, soon I told them this they cancel my insurance and I’m still paying for device, I just want my screen to b fixed properly from a genuine part but it cost around £370! And they have cancelled my insurance they ain’t got back to me I’m still paying for my contract and device what can I do anyone help? 

[Northerner]

Hi @Stewart38 

If this is insurance related then you'll need to complain to your insurers not EE as per the policy terms and conditions. Then if you are unsatisfied with their reply you can escalate your complain to the Financial Ombudsman Service.

If you have repaired your device with third party parts and not original parts (for example at the Apple store) then your device is not the same or guaranteed device provided by EE and as such you have invalidated your insurance cover if the same part fails again. If the part is a genuine Apple part then you might be able to dispute the cancellation. The cancellation of cover letter/email should explain the reason. 

Good luck.

Thanks 

[Chris_B]

 @Stewart38   So you got the screen fixed by someone else and they probably installed a none genuine part.    And now you want it changed to a genuine part.     Sorry but it doesn’t work like that.  You need to read your insurance information,  your insurance doesn’t cover fixing/swopping out none genuine parts.       Just to add you’ve also voided any warranty on the device you might of had by getting a 3rd party repair 

   The contract for your device still has to be paid it doesn’t stop because you broke the screen. 
Oh and being a long standing customer doesn’t get you favourable treatment you be treated equally as any other customer.   

[Stewart38]

@Chris_B 

Thanks for your reply, but I have to be honest — I found the tone of your message quite dismissive and unnecessarily blunt.

I fully understand that policies and warranties have their limitations, and I’m not asking for special treatment. However, the way you chose to communicate that came across as condescending, especially with phrases like “Sorry but it doesn’t work like that” and “You need to read your insurance information.” I expect to be treated with basic respect, regardless of the situation.

As a customer who’s been with EE for a long time, I would hope for a more professional and understanding tone, especially from someone representing the community. There’s a way to explain policies without talking down to people.

I’d appreciate if future responses could be a bit more considerate. We’re all just trying to get support and clarity.

Thanks.! 

[Stewart38]

Thank you and have reported it 

[Chris_B]

@Stewart38  Only point out fact without beating around the bush to basically say the same thing,   you might not like reading what I’ve put but it’s the simple truth.  Sorry if that upset you because I didn’t drag it out and just came right out with it,  

as for not asking for special treatment,  you hinted at it with “ I have been with EE since 2010”  otherwise why put it because it has no bearing on what’s happened.    Don’t forget what typed is down to the person reading it on how they take it.   It’s exactly how you took what I put.    

[Stewart38]

@Chris_B 

“Just to be clear — I wasn’t asking for special treatment. I only mentioned how long I’ve been with EE to show I’ve been a loyal customer, not to suggest I deserve different rules. I came here looking for help, and your tone came across as a bit dismissive. I respect honesty, but there’s a difference between being direct and being unnecessarily blunt. I’d just appreciate a bit more courtesy when asking a genuine question.”