EE Phone Contracts

Tracey_Jones

A friend has signed a contract for a new Samsung phone on 2 year contract with EE. What they did not fully explain was the limited coverage of EE. She can only get reception in her bedroom standing by the window! She bought the phone on Tuesday (3rd) and I suggested she go back and complain and as it is within 14 days she should be able to cancel. The shop has told her there is no cancelation period and all terms were fully explained. I've never heard of a contract with no cancellation period, is this normal? Complaint to Samsung and CAB now seem the only option.:(

I've found information on the EE website saying right to cancel in 14 days and Samsung statutory cooling off period 28 days. Will post the outcome when known.

JJ_Egan

Samsung are not responsible for the network .

Jon_01

I'm guessing that it was bought in store, there is and never has been any right to return something bought in store unless the company offers it in addition to the normal rights.

The 14 days you're reading about is for anything bought on line and the Samsung 28 days is if the item is bought direct from them.

mobilejunkie

Think about it; would it be reasonable for the shop to visit every room in every house of every customer - and every other location someone might visit to check whether they get a signal there? Or to hand over a brand new phone and then take it back second hand if the customer says they can't get a signal?

A lot of misperceptions and advice on consumer rights - even on here. No cooling off period unless in the trader's own t&c (unlikely) or bought remotely (i.e. phone or internet) - and even then there are exceptions.

grumbler

Well, reasonable or not, but...

EE wrote:

How do I cancel a contract within 14 days in store?


We don’t offer a change-of-mind policy in store but if you’re experiencing coverage issues, or our coverage doesn’t meet your expectations, you can return your purchase within the first 14 days to any of our stores. Please make sure you’ve got:

1. your receipt
2. the device you're returning (in as-new condition)
3. any inclusive in-box accessories (including the charger)
4. any free or promotional items that were included

When you return your device, you'll be given a final bill to cover the period from the date you took out your contract to the date that you returned it to the store.
Our customer advisors will be there to support you through your query.

https://ee.co.uk/help/help-new/orders-and-delivery/cancelling-orders-and-contracts/how-to-cancel-a-contract-within-14-days


I admit that " We don’t offer a change-of-mind policy in store but..." is a bit vague, but "your receipt" indicates that this does apply to in-store purchases.

tehone

Assuming your friend also has WiFi at home, just turn on Wifi calling on her Samsung - problem solved!

I do this and it works a treat

Chino

mobilejunkie wrote: »

Think about it; would it be reasonable for the shop to visit every room in every house of every customer - and every other location someone might visit to check whether they get a signal there? Or to hand over a brand new phone and then take it back second hand if the customer says they can't get a signal?

You're the only person here suggesting that a shop pays site visits.

However, if a shop is going to sell a phone+airtime contract to a customer without establishing whether the phone is usable in the customer's home then it's entirely reasonable to expect the shop to allow the customer to return the phone and cancel the contract if it transpires that the customer cannot use the phone in their home.

mobilejunkie

Chino wrote: »

You're the only person here suggesting that a shop pays site visits.

However, if a shop is going to sell a phone+airtime contract to a customer without establishing whether the phone is usable in the customer's home then it's entirely reasonable to expect the shop to allow the customer to return the phone and cancel the contract if it transpires that the customer cannot use the phone in their home.

I obviously wasn't suggesting that and your expectations are absurd.

d123

Chino wrote: »

You're the only person here suggesting that a shop pays site visits.

However, if a shop is going to sell a phone+airtime contract to a customer without establishing whether the phone is usable in the customer's home then it's entirely reasonable to expect the shop to allow the customer to return the phone and cancel the contract if it transpires that the customer cannot use the phone in their home.

Maybe you should lobby your MP and start a protest group to get the law changed.

japitts

tehone wrote: »

Assuming your friend also has WiFi at home, just turn on Wifi calling on her Samsung - problem solved!

I do this and it works a treat

Seconded - within the caveat that the OP's phone supports it. SIM-free Android phones have, in the past, been a problem... but a quick read over the EE support page implies this is no longer.


https://ee.co.uk/help/help-new/getting-started-and-upgrading/using-your-phone-features/how-do-i-use-wifi-calling