EE now offers in-store repairs to customers and non-customers alike, hoping that the promise of fast repair from a trusted vendor with trained technicians will inspire confidence in customers who might otherwise have their device replaced. Growing awareness of e-waste and the rising cost of new smartphones have boosted street repair services in recent years. But EE says its research shows that 60% of users still prefer to get a new phone instead of having their existing device repaired. 'Separation anxiety' is cited as a major factor behind this trend, with customers unable or unwilling to go offline during the time it takes to repair a phone.
EE repairs in store
EE says most phones can be fixed in two hours and is building a network of shops that can provide same-day or next-day service. Three stores – Bluewater, Nottingham and Portsmouth – can now repair devices on-site, with plans to expand to two more stores early next year and 25 by the end of 2021. More stores located within a 20-mile radius of these "hubs" will be able to send devices for repair. There are some limitations. Only Apple, Google, Huawei and Samsung devices are covered, but EE says this represents 72% of all devices used by its customers. It also underlines that the technicians provided by the SBE partner are specialized in these manufacturers. Some phones don't even need repair. A wireless device test can detect software, storage, camera and battery issues within ten minutes and can be resolved immediately. So far, EE has performed checks for 40.000 customers and resolved 1.800 bugs. “Our retail stores play a vital role in keeping people in touch with family and friends, especially in these challenging times,” said Sharon Spilsbury, director of US distribution strategy and operations. “We know our customers don't like without your devices for a long time, and our in-store repair service will minimize separation anxiety. We also recommend regular phone checks to reduce the need for repair, as we offer in-store repairs to help anyone on any network. " The device repair market is driven not only by economics, but also by the desire to make the mobile industry more sustainable. Some feared that mobile phones and tablets were designed in such a way that they were difficult to repair. Combined with low levels of recycling, this means that many potentially usable devices and rare items are not returned to the supply chain, exacerbating carbon emissions, mining and e-waste problems.. According to the United Nations, the world produces nearly 50 million tons of e-waste each year, only one-fifth of this volume is responsibly recycled, meaning materials that are harmful to humans and can contaminate soil and food are released into the environment. The EU wants to introduce legislation giving citizens the 'right to repair' smartphones and tablets from 2021.