EE launches same day in-store repairs as over half of consumers say they cannot go more than a day without their phones

• Over half (60%) of consumers are more likely to replace a broken phone with a new one than wait to fix it
• Most common phone faults left to linger include audio issues and faulty cameras, with some prepared to put up with a cracked screen for a year or longer before parting with their phones
• New in-store same day* repair service available for customers on any network, while EE’s free mobile health check service helps to identify common phone faults

EE, the UK’s largest mobile operator has launched a same day in-store device repair service, as new research reveals half of UK consumers would rather buy a new phone than be without their device whilst it’s being repaired. The new service is available to everyone, on any network and includes the option to book appointments in advance to keep waiting time down to a minimum.

The launch of this new service comes as an EE survey¹ reveals just how much phone obsessed Brits will put up with before parting with their phones. 1 in 3 would wait a week before fixing a crackly speaker or the volume button, over half would tolerate a faulty camera for over a month, and nearly 1 in 10 would leave a cracked screen for a year or longer.

Battery issues tops the list of common phone faults, with 1 in 3 of consumers experiencing battery-related problems. Other frequent faults include a cracked screen (29%), phone freeze (27%) and slow apps (25%). And more than 1 in 10 (12%) of people admitting to dropping their phone down the loo. Despite this, over half of phone users have never considered repairing their mobile and 70% do not have insurance or manufacturer warranty for their device.

EE’s new same day repair service is initially being launched in Bluewater, Nottingham and Portsmouth, with an additional two hub stores coming next early next year and the ambition to increase this to 25 stores by the end of 2021. A network of 85 surrounding stores within a 20-mile radius will be able to send devices to these five hub locations to be repaired, with customers getting their phone back the next day.

EE’s survey suggests separation anxiety is real when it comes to being without their phone, with nearly half of consumers admitting they could not carry on day-to-day without it. EE’s network of stores will also reassure the 1 in 5 consumers who said that they didn’t have access to reputable services close to home, with nearly 20% of consumers unsure of where to find help. Repairs will be carried out by trained specialists approved by Apple, Google, Huawei and Samsung so customers have peace of mind knowing that their warranty is still valid.

Sharon Spilsbury, Channel Strategy and Operations Director at EE / BT said: “Our retail stores play a critical role in keeping people connected to their family and friends, especially during these challenging times. We know our customers don’t like to be without their devices for long, and our in store repair service will keep separation anxiety to a minimum. We also encourage regular phone checks to reduce the need for repair which we offer in store to help anyone on any network.”

EE also revealed that UK consumers aren’t so smart when it comes to their phone’s health, with 65% admitting they wouldn’t consider getting a phone health check unless the device became unusable – despite the fact that regular diagnostic testing can solve a wide range of issues before it’s too late.

To help customers resolve potential issues and reduce the need for repair, EE has also launched a complimentary, quick and simple tool that can wirelessly diagnose device faults and also recommend ways to fix them. It assesses a wide of device functions including software, storage, network connectivity, battery, audio, camera, display and sensors. A full test takes around 10-12 minutes and can also resolve software issues for Samsung and Apple devices providing an instant resolution without the need for a repair.

The service is contactless meaning there is no physical connection between the tablet and a customer’s device so it can be used on the shop floor, even with COVID-19 restrictions. Since September, EE has safely run diagnostic checks for over 40,000 customers, resolving 1,800 faults without the need for repair.

To book an appointment for an in-store repair or to find their local store to speak to an advisor about getting their device health checked, customers can find their nearest store on the EE website at ee.co.uk/local-repairs.

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¹ Research conducted by EE between 23^rd-25^th November 2020 of 2000 UK adults

*Subject to selected EE store, device model and repair required

Notes to Editors:

About in-store repair service

• Customers with Google, Huawei and Samsung devices will be able to get their devices fixed from 4^th December, with the service commencing for Apple customers on Monday 7^th December
• EE has been offering phone repairs since 2005. Since then, EE has carried out approximately 60,000 repairs per year
• Before the launch of the in-store repairs service, repairs took an average of 6 days
• Typical repair times are now 1 to 2 hours. In some cases, where an intermittent fault is found or a device needs a more complex repair, it can be longer and the device may be sent to a supporting store nearby or to the main repair centre in Kent. For devices that are sent to one of EE’s supporting stores, EE can offer a next day service
• The new repair service covers:
  • Cosmetic damage
  • Network calibration functions
  • Bluetooth/Wi-Fi/NFC
  • Battery
  • Display
  • Audio
  • Camera
  • Software
• EE’s in-store repair service is approved by Apple, Google, Huawei and Samsung, with technicians using genuine, quality parts supplied by the manufacturers during repairs
• The new service is open to all networks. If a customer has a warranty fault, this will be covered by the handset manufacturer. If the device is out of warranty, the customer will be offered the same price as an EE customer
• If a payment is required for an out of warranty repair, EE’s repair technicians will discuss this with the customer and pre-payment will be required ahead of the repair taking place
• EE’s in-store repair service covers 72% of its model range. Models not eligible will need to be sent to the repair hub in Kent
• The in-store repair technicians are intensively trained and accredited to manufacturers’ standards

About EE’s mobile health check tool:

• Customers can visit any EE UK retail store to check their phone health using the device fault diagnosis tool
• The device MOT test is carried out by EE’s trained in-store advisors on the shop floor via a “no-touch” wireless approach to help minimise contact with customers during COVID-19 times

About EE

EE runs the UK's biggest and fastest mobile network, offering superfast connections in more places than any other operator. EE brought the first 4G network to the UK in October 2012, and launched the UK’s first 5G network in May 2019.

EE has received extensive independent recognition, including being named the UK’s no.1 5G network by RootMetrics® in 2020 and being named the UK's best network every year since 2015 for all the following awards: The Mobile Choice Awards, The Mobile News Awards, The Mobile Industry Awards and by RootMetrics®.

As well as offering mobile services to consumers and small and medium businesses, EE also provides home and business broadband using both 4G and fixed line connections.

EE is committed to being number one for service in the industry, and has nearly 600 shops across the UK. EE remains the only mobile provider to answer 100% of customer calls in the UK and Ireland and was recognised as the UK’s Best Large Contact Centre by the UK Customer Experience Awards 2018 and Welsh Contact Centre Awards 2019. EE was awarded The Sunday Times’ Best 100 Companies to Work for in 2018 and 2019, as well as being named Best Employer 2018 by the European Contact Centre & Customer Service awards.

EE is part of BT’s Consumer business unit which provides products and services to all of BT’s consumer customers in the UK.

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