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.

[Chris_B]

@MichaelMD  no network will guarantee a signal indoors that’s why you have Wi-Fi calling.  Buildings can block signals     A new device will not mean a none working signal on an old device will now work on a new device it’s the same signal that’s trying to penetrate the building 

[MichaelMD · Accepted solution]

UPDATE AND SUMMARY

 

EE Coverage Issue, New Contract & Refund

I wanted to share what happened with an EE in-store purchase and hopefully clarify the policy for anyone in a similar situation.

My daughter was already in an EE contract and was told she couldn't upgrade because she was still within her existing contract. Instead, the store at 109 High St N, London E6 1HZ opened a completely new line and contract with a new phone, telling her this would resolve the coverage problem she was having.

It didn't. She still had extremely poor or no usable EE coverage inside the house, especially in the room where she needed to use the phone. It's shared accommodation and the house Wi-Fi is basically non-existent, so being told to use Wi-Fi Calling wasn't a practical solution.

When we complained, Newby the manger, who was dealing with us at the phone when I called in , carried out a coverage check. Importantly, this wasn't done when the new contract was taken out. It was only done after she complained.

The store then referred to the waiver she had signed, saying she couldn't return the device if she changed her mind. But this wasn't a change-of-mind situation. The new contract was taken out because of the coverage problem, and she had been told the new line would fix it.

I checked EE's published information, which says that if a device is bought in an EE store and there are coverage issues, it can be returned to the same store within 14 days. I also found EE information referring to coverage-related returns involving franchise stores.

There was quite a lot of back-and-forth with Newby and the store. The discussion kept coming back to indoor coverage, Wi-Fi Calling, the coverage check and the waiver. We kept making the distinction between changing your mind and having an actual coverage issue.

We then went through the technician checks and everything else requested. Newby was clearly trying hard to keep the sale, and the conversation became quite difficult at times, but after all the checks and discussions, the store eventually agreed to refund the new contract and phone. Side note you can ask the online team to explain everything you told them and the outcome and if you have any PDF send it to the online team but one massive thing is file a complaint if you don't file a complaint they won't do anything investigation on them. 

The main reason I'm posting this is because I saw a lot of people mixing up the statutory 14-day cooling-off period for online purchases with EE's own coverage-related return policy for in-store purchases. They are not necessarily the same thing.

My takeaway: if coverage is the reason you're taking out a new contract, make sure you understand exactly what you're being told before signing anything. And if you want statutory 14-day change-of-mind protection, buying online is generally safer than buying in-store.

[XRaySpeX]

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@MichaelMD wrote:

The main reason I'm posting this is because I saw a lot of people mixing up the statutory 14-day cooling-off period for online purchases with EE's own coverage-related return policy for in-store purchases. They are not necessarily the same thing.

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They aren't the same thing! So don't get confused between them. The former is legislation while the latter is co. policy.