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EE launches in-store repair service in selected UK stores

Paul Lipscombe
December 4, 2020

The operator is targeting 25 locations by the end of 2021

EE has launched a same day in-store repair service for its customers, as the operator revealed consumers would rather buy a new phone than repair their broken one.

Three EE stores are trialling the service, with Bluewater, Nottingham and Portsmouth testing the same day repairs.

EE is targeting 25 locations by the end of next year, with two new hub locations arriving early next year.

The service is approved by Apple, Google, Samsung and Huawei, with genuine OEM parts supplied by technicians to use when carrying out the repairs.

EE’s new repair service covers; cosmetic damage, network calibration functions, Bluetooth/Wi-Fi/NFC, battery, display, audio, camera and software.

Consumers would rather spend than mend

It comes as research conducted by EE revealed that 60 per cent of consumers are more likely to replace rather than repair a smartphone.

The study of 2,000 UK adults also found that only around one in 10 would tolerate a cracked screen for a year or longer.

According to EE, battery issues are the most common phone faults, with one in three moaning of battery-related headaches, followed by cracked screen (29pc), phone freeze (27pc) and slow apps (25pc).

But EE’s new repair service looks to challenge consumers’ attitudes to phone repairs.

A network of around 85 stores within a 20-mile radius will be able to send devices to these five hub locations for repair, with customers getting their phones back the following day.

EE/BT channel strategy and operators director Sharon Spilsbury 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.”

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