EE contract cancelling Help!!!

flopsy1973

Hi
My partner took her phone into our EE shop 2 days ago as it had slight problem and was pressurised into taking out a new contract that she did not want. the coverage on this at home is not adequate and she took it back to try and cancel next day as what their T and C's state. She was given all excuses not to cancel and they would have to do a network test, which they did that night and they confirmed the coverage was poor and were going to send a memo to shop and told her to go back to shop to cancel contract. Unfortunately this shop is not one of their own shops we were told but is trading under the EE name. She is due to return today to cancel but this has all really upset her as they are rude and not listening. What can we do please

flopsy1973

flopsy1973 wrote: »

Hi
My partner took her phone into our EE shop 2 days ago as it had slight problem and was pressurised into taking out a new contract that she did not want. the coverage on this at home is not adequate and she took it back to try and cancel next day as what their T and C's state. She was given all excuses not to cancel and they would have to do a network test, which they did that night and they confirmed the coverage was poor and were going to send a memo to shop and told her to go back to shop to cancel contract. Unfortunately this shop is not one of their own shops we were told but is trading under the EE name. She is due to return today to cancel but this has all really upset her as they are rude and not listening. What can we do please

maybe this should have been down on the legal help forum too not sure ????
thanks

MattTheMoneyGuru

Unfortunately the sales culture can mean you don't get the helpful interaction you deserve from the person that 'sold' the contract.

On a consumer agreement you have a 14 day cooling off period to cancel the contract within that period. One of the reasons for this is coverage. You have the rights to cancel the agreement so really shouldn't have a problem if you are insistent on cancelling.

gycraig_2

did you not know the signal was bad already considering you already had a ee phone ?

d123

MattTheMoneyGuru wrote: »

On a consumer agreement you have a 14 day cooling off period to cancel the contract within that period.

Out of interest, what legislation gives this right for agreements made in store?

macman

No such legislation for in store purchases. However, from the EE website:

We do not offer a change of mind policy in stores, however, if you are experiencing coverage issues or our coverage does not meet your expectation, you can return your purchase to us within first 14 days to any of our retail stores.

What to do:

Please return the following to store:

your receipt
the phone/device you're returning (this must be complete and in an as new condition)
any inclusive in-box accessories (including the charger)
any free or promotional items were included
Our customer advisors will support you through your return, exchange or cancellation request and answer any additional queries you may have.


So the OP's partner simply needs to go back to the store before 14 days expires and be a bit more assertive.
I'm equally baffled as to how she could agree a new contract with EE if the existing coverage was problematic?

NB: of course, if the retailer was not an official EE store but an independent (OP, you were very vague on this point), then their cancellation rights will be only what that retailer's own policy allows-which will probably be nothing. So establishing who the contract is with is the first step (read the paperwork).

gycraig_2

macman wrote: »

No such legislation for in store purchases. However, from the EE website:

We do not offer a change of mind policy in stores, however, if you are experiencing coverage issues or our coverage does not meet your expectation, you can return your purchase to us within first 14 days to any of our retail stores.

What to do:

Please return the following to store:

your receipt
the phone/device you're returning (this must be complete and in an as new condition)
any inclusive in-box accessories (including the charger)
any free or promotional items were included
Our customer advisors will support you through your return, exchange or cancellation request and answer any additional queries you may have.


So the OP's partner simply needs to go back to the store before 14 days expires and be a bit more assertive.
I'm equally baffled as to how she could agree a new contract with EE if the existing coverage was problematic?

Of course, if the retailer was not an official EE store but an independent (OP you were very vague on this point), then their cancellation rights will be only what that retailer's own policy allows-which will probably be nothing.

Would she not be seen as accepting the signal level already based on the fact she is already a customer at that address ?.

It isn't just a get out of jail free card to wave around after making a bad choice

d123

gycraig wrote: »

Would she not be seen as accepting the signal level already based on the fact she is already a customer at that address ?.

It isn't just a get out of jail free card to wave around after making a bad choice

I had the same thought, existing EE customer goes in and gets new EE phone and then complains about EE coverage.

Sounds a little daft...

macman

The whole issue is frankly bizzare. Whoever sold her that upgrade should get the 'salesperson of the year' award.
However I am assuming that the OP's partner maybe found the signal poor before, but even worse on the new handset? Regardless, that cancellation route is their only possible get out of jail card-assuming of course that this is an official EE store, which has not been confirmed.
Without the OP supplying proper info, all is speculation.