Single Device Insurance Unavailable After Laptop Purchase

[ClearCase]

I recently purchased a laptop from EE online and was offered Single Device Insurance for approximately £4 per month. I declined it at the time because the ordering process stated that I could add the insurance through my EE account within 90 days of purchase.

I have since tried to purchase the insurance within this 90-day period, but the option is not available through my EE account or the EE online store.

EE also advertises Single Device Insurance at www.ee.co.uk/insurance, but the insurance product appears to be missing from the online store and cannot be purchased.

I have contacted EE support several times, including Live Chat and the EE Guide team. Despite consulting management and reviewing their internal guidance, I have repeatedly been told that they are unable to assist or provide a resolution.

[Alex_H]

Hi @ClearCase,

Welcome to the EE Community

You are correct Single tech cover insurance is available 90 days post purchase on eligible products like you mention. The website you linked, the option to add single tech cover only becomes available when logged in, if not logged in when you click to add to basket it should say login to check eligibility for single tech cover.

It sounds like when you are logged in though it is not picking up the eligible product on your account to offer it, either there or going to Shop>Insurance in your account. Did you use the same EEID when purchasing the tech product? 

I am not sure which department you have spoken to when giving us a call, but it is our sales team who would be the ones who would be able to add the product for you within that 90 day window.

Alex

[ClearCase]

Hi @Alex_H ,
Thank you for your response, I spent several hours on the phone yesterday speaking with various departments and members of management. Unfortunately, despite my efforts, no one was able to resolve the issue, leaving me with no choice but to raise a formal complaint so that the matter can be properly investigated and resolved.

[Alex_H · Accepted solution]

@ClearCase Thanks for the update, I am sorry you were unable to get it resolved when speaking to us previously. It should be simple to add by our sales team, so if you spoke to them and they were unable to there may be an account issue that needs raised with our IT team.

If you have already raised a complaint, that will be the best course of action to ensure this is fully looked into for you to help get it sorted.

Alex