The worst customer experience ever

[lucyrp]

Do not use EE Tech cover

I have been an EE customer since they were one-2-one back in the late 1990s. I have two mobile phone line contracts and broadband with them. I bought a refurbished iPhone 11 for my daughter from EE and also bought their tech cover for the phone. Having now had to make a claim, the phone has been picked up - with no device offered to use during the repair- and I have had NO updates from EE on the state of the repair or a timescale in which to expect to receive the repair phone.

After spending *literal* hours on the phone to customer services last week, the only update I got was that they were “waiting for parts” and couldn’t give me any indication of when the phone might be repaired and returned. 

The broken phone was collected on February 5th, so my daughter has now been without a phone for a week and a half, with no idea when she’ll get it back. Absolutely shoddy customer service and as I’m now out of contract on all my products I will be looking elsewhere for a company which treats its customers  properly.

[Northerner]

Hi @lucyrp 

1 week? 

Depending on the issue parts might not be available for a 4 year old device and will need to be ordered, honestly if it was 2 months then I would have an issue but 1 week I think your expectations are unrealistic although their should be an update recommendation/time scale from EE. 

If you want to complain you can do so here: https://ee.co.uk/help/contact-ee/complaint

If this is an insurance complain then complain as per your insurance terms and conditions.

Thanks 

[lucyrp]

Hi, thanks for your response. Honestly the service has been absolutely shocking from the beginning - the Chubb portal kept crashing when the inital claim was being made, then I had to chase EE for updates on when DPD would collect the phone (updates were on the DPD the app that wasn’t downloaded on my phone!).

I don’t think it’s acceptable to give no timescale on a repair - especially when no interim device is provided to use. Why would I sign up to an insurance product if I thought I would have to wait 2 months to get it back? I bought the phone outright from them, they shouldn’t offer insurance on it if they don’t have the facility to repair it in a timely manner. 

[Northerner · Accepted solution]

Hi @lucyrp 

Chubb, as this is an insurance repair then yes refer to your policy terms and conditions as the complaints process is much more robust than via EE becase Chubb are regulated by the FCA. 

https://ee.co.uk/help/terms-and-conditions/insurance-warranty/full-cover-and-damage-cover

As for the second point depends on the terms if you get a replacement but again honestly an iPhone 11 is old (even at 4 years) reconditioned replacements are cheap and I would ask Chubb to replace it which should be an option under the policy especially considering and excess. I get the point on insurance but premium cost Vs replace costs should be considered especially if there is an excess to pay. 

Thanks 

[Maelor]

I have to agree! In my time I have gone from AOL to Demon to BT to PlusNet to EE ... and EE is the worst company I have ever dealt with!!!

Just read their reviews:

Trustpilot
https://uk.trustpilot.com/review/broadband.ee.co.uk

Google Play
https://play.google.com/store/apps/details?id=uk.co.ee.myee