EE launches same day in-store repairs as over half of consumers say they cannot go more than a day without their phones
Dec 4, 2020
- 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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