EE Insurance and Apple Care Services

[garetc]

When I ordered the iPhone this year, I allowed myself to be upsold and signed up for Full Cover, which included Apple Services. I received the paperwork yesterday and wasn’t happy. It's more expensive than Apple Care+, it can take longer to receive a replacement, and the excess is higher (not by much, but still). All of this was contrary to the information the CSO gave me.

Yesterday I called to cancel which after a dropped call and two transfers and a lot of waiting, I was told it had been done. I questioned the guy to check how long it would take for Apple’s system to update, and I was told up to 24 hours. After 24 hours passed, the iPhone menu was still showing Apple Care as active, so I called again. This time I was told it hadn't been cancelled, but they would do it now and it would be updated immediately.

A few hours later I checked and it was still showing so I called back up to see how long it would actually take. I was curtly/rudely informed no one at EE would know and I should to contact Apple who could tell me. Already knew this was rubbish but I called Apple who told me they can’t override EE updating their system, it has to be done by EE and they cannot tell me how long it’ll take for EE to update it.

Has anyone else got any experience with how long it takes for Apple’s system to update when you cancel EE Full Cover?

Such bad customer service.

[Ali_A]

Hi @garetc 

Sorry to hear of the difficulty you've faced with your Apple Care. Great to hear it has been cancelled from EE side yesterday. 

It's been 24 hours since being cancelled, have you had a chance to check today if it's been updated on Apple account?

Ali 

[garetc]

Hi @Ali_A 

No chnage yet.

[Rach_H]

I'm sorry to hear that this is not showing as updatd for you yet @garetc.

I'd recommend reaching out to our team again, and they will be able to get this checked for you.

Rach

[garetc · Accepted solution]

It took 3 weeks to drop off from the date I cancelled.

[Leanne_T]

Hi @garetc 

Thanks for coming back to us. 

Did the insurance cancel on the next bill date from when you requested the cancellation? 

You can find information in our Full Cover and Damage Cover Insurance Terms and Conditions page. 

Leanne.

[garetc]

Hi @Leanne_T 

I wasn't charged at all, it cancelled from the date I took the insurance, assuming because it was within 14 days. 

My main problem is that EE didn't have a clue about the Apple Care add-on and when it would drop off. Without it being removed I couldn't add Apple Care at £11.99 which is cheaper than EE's offering. CS kept telling me it was cancelled and I needed to contact Apple to get them to remove it. When I contacted Apple they told me they can't access your (EE) system to cancel the product. 

Well, that and the mis-selling of the product in the first place.

[Ali_A]

I'm glad it finally updated on your Apple account @garetc 

The service was cancelled from our side immediately, which is communicated with the 3rd party services straight away. 
We have no control over how long it takes a 3rd party to update their records, though we assume it would be straight away, so I can appreciate your frustration with not knowing how long it would eventually take, 

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

If you'd like to raise a case you can do so using our online form at Make a Complaint, where our dedicated team will look into the details and take ownership. 

Ali