EE 14-Day In-Store Return Due to Coverage Issues

[MichaelMD]

Hi, I’m looking for some clarification from EE regarding an in-store purchase, a coverage issue and the 14-day return policy. I was already an EE customer and was still within my existing contract, so I was told I could not upgrade at that point. Instead, the EE store opened a new line/contract for a new phone and I was told that doing this would resolve the issue I was experiencing. However, the coverage problem has not been resolved. The phone still has very poor/no usable EE coverage inside the home, particularly in the room where it needs to be used. There is an important point regarding the coverage check and the waiver. A coverage check was not carried out when I signed the new contract. The coverage check was only carried out after I complained about the coverage problem.

After I complained, the store carried out a coverage check and I was told that I had signed a waiver saying that I could not return the device if I changed my mind. I understand that a change-of-mind return is different from a coverage-related return. I am not trying to return the phone simply because I changed my mind. The reason I want to return it is because the EE coverage is inadequate where the phone is actually being used.

EE's current website states that if a device was bought in an EE store and the customer has coverage issues, they can return it to the same store within 14 days with the receipt, original packaging and accessories.

This is what I would like EE to clarify:

- Does the 14-day in-store return policy for coverage issues apply in this situation?

- Does a waiver relating to changing your mind also remove the separate coverage-related return option?

- Does it make a difference that the coverage check was only carried out after I complained, rather than before I signed the new contract?

- Does it make a difference that I was still in an existing EE contract, could not upgrade, and was instead sold a new line/contract on the understanding that this would resolve the problem?

- If the new line/phone has not resolved the coverage problem, what are my options for returning it?

I would appreciate an EE representative reviewing the situation based on the actual circumstances rather than treating this as a simple change-of-mind request.

I also have a copy of the document/waiver that I was asked to sign, and the wording appears to refer to returning the device if I change my mind. I would be grateful if someone could clarify whether that actually prevents a return specifically because of insufficient coverage.

In-store location that messed up and missed sold me.  109 High St N, London E6 1HZ (High street north)

Thanks.

[Matt_124]

I suspect said coverage policy applies primarily to New Customers where real-world coverage has not been proven beyond the results showing on the EE Coverage Checker. Typically the sales agreements (featuring the "waiver", as you refer to it) include a clause where a coverage check should be performed prior to signing and that this is the responsibility of the customer.

Being an existing customer and taking an additional line while experiencing a coverage issue would seem counterintuitive when assessing the situation from the outside. Some may say that the customer understood the current coverage at the address and chose to accept this when signing the agreement.

Ultimately the final decision will fall to the Retail Store after the account holder returns to the store and expresses their wish to return for coverage reasons. I would imagine providing the context of the previous visit, alongside the policy you have located, may help your case with them but I imagine it will be down to their discretion due to the agreements that have been signed.