topic Terrible upgrade experience in Archived Posts

Terrible upgrade experience

dpruk — Sat, 09 Feb 2019 05:53:45 GMT

So on Wednesday 6 February I ordered my upgrade, a Iphone XS Max. My order arrived the next day however they had sent me the wrong phone. They had sent me the Iphone x and not what I had ordered which was the Iphone XS Max. So I rang them up and I have to send it back and they will cancel the upgrade and I then have to ring the upgrade team to go through the upgrade process again which to me is ridiculous, why can't I just send the wrong phone back and then they send me the correct one, any help appreciated

Re: Terrible upgrade experience

BrendonH — Sat, 09 Feb 2019 07:55:39 GMT

This is the process so you are going to get the same answer on here.

Re: Terrible upgrade experience

Northerner — Sat, 09 Feb 2019 09:05:31 GMT

Hi @dpruk

@BrendonH us correct that is EE process. You have 14 days to return the upgrade, then your contract reverts to the old tariff and you can upgrade again.

I suppose it easy to miss understand XS and X especially if you have an accent, but you should have received an email or text confirming your upgrade.

Thanks

Re: Terrible upgrade experience

Jon_K — Sat, 09 Feb 2019 09:21:22 GMT

Hi @dpruk.

I'm sorry to hear you didn't get the phone you were after.

As @BrendonH and @Northerner have mentioned, returning it and then upgrading again is the best option to get the correct phone.

Jon