EE Protect Discount in Life

[Chrissy21]

Hi I have recently upgraded my phone and I have noticed that I can get a free phone case or protector with the above.

I had it with my last phone but bought a case before I had thought about it.

How do I access this discount?

[Christopher_G]

The screenshot shows that it's already in your add-ons, @gibbylinks.

I may have gotten confused, are you asking about adding the service pack or claiming your discounted screen protector?

Chris

[gibbylinks]

Hi Chris,

The "Add-On" says or implies that once a year I can claim a free screen protector or case, but what I can't find out is how I get aforementioned screen protector or case. There doesn't seem to be anywhere to claim a discount code, nor are there any links to a web page(s) showing what you can get.

Even if it just said go into a store with your phone or something.

This is what I'm confused about.

Thanks

Paul

[Christopher_G]

Did you get a discount code when you initially upgraded, @gibbylinks?

You usually get one at the start of the contract, then a new one each time you get an MOT.

You don't necessarily get a free screen protector, it's a £10 discount towards protective equipment, which you can use towards a screen protector.

We've sent some feedback through to make this clearer on our help pages and in the My EE app.

Chris

[gibbylinks]

Hi Chris,

I moved over to EE from BT last week. BT sorted everything out, and then a nice pleasant chap from EE dropped the phone off on Sunday. Just the phone in the box in a EE carrier bag.

I just saw this under the Add-Ons and thought that's a nice touch..

Paul

[Christopher_G]

Ah OK, that's great, @gibbylinks.

I've sent you a private message to get some information from you.

Please take a look and get back to me.

Thanks

Chris

[Spillers]

Well said @gibbylinks .. the web and app implies it is FREE - not that you have to buy insurance or that it's a "discount voucher" towards a cover.  Where I come from FREE means Free of charge !!! Not a discount off or buy something else to qualify.

It's completely misleading and confusing for customers and you're marketing team should be challenged.

[Christopher_G]

Hi @Spillers

The add-on for the Service Pack is free. You get a discount voucher towards protective equipment.

As I said before, I've fed this back to the My EE team to make that clearer within the app.

The insurance offer that @James_B mentioned further up the thread is a different offer.

Chris

[Treble]

Glad I found this thread I have just upgraded and saw this on my plan, and thought oh a nice new case or screen protector free for my phone, ee gets better and better and then boom it’s not the  case it’s very underhand and needs removing free means free grrrr

[Chrissy21]

Hi James sorry for the late reply and no I didn't.

I thought this was an separate offer?

[Chrissy21]

Thanks Chris but I am still not clear on how to access the 'free' bit or reading between the lines on the £10 how I get that discount?

Its ok saying you have it but there is no process to follow to get it?

Plus we have gone from it being free to being a discount.

Not at all clear.