topic Has anyone experienced EE's new delivery partner 'Enjoy'? in Archived Posts

Has anyone experienced EE's new delivery partner 'Enjoy'?

FunBundle — Mon, 03 Sep 2018 10:51:12 GMT

Ordered an upgrade from EE online and got an email confirmation. States delivery will be by tech company 'Enjoy'. Expecting today and yet Enjoy can't find my details.

EE staff have apologised as this is new to them and Enjoy has told me it is a new venture. Bound to be a few teething problems!

Currently on phone to EE who have thus far been very helpful trying to figure out what is going on (they are on phone to Enjoy as I type). Fingers crossed...

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

James_B — Mon, 03 Sep 2018 13:03:12 GMT

Hi @FunBundle,

Welcome to the EE Community.

I'm sorry to hear there has been a problem with your delivery.

Have customer services been able to sort it out for you?

Thanks

James

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

chistery — Wed, 05 Sep 2018 05:31:18 GMT

Did you get your phone in the end @FunBundle? Be interesting to hear any comments about the new delivery service.

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

FunBundle — Wed, 05 Sep 2018 13:30:50 GMT

Thanks to @James_B and @chistery for your interest! Sorry this is long winded, feel free to cut it down if it helps...

Before I start I a big thank you to EE for sorting it out for me on the day. And apologies for not coming back here to the EE community sooner. It has been a busy few days.

Below I have copied in the text of the confirmation email I recieved from EE. It helps to show what I am talking about. I have removed acount details, etc.. Not sure how to copy whole html email to here so apologies

Thanks for choosing superfast 4GEE. You opted for superfast delivery with expert set-up from our delivery partner, Enjoy. A tech expert will hand-deliver your device, show you how to set it up just the way you want it, including how to use My EE, and be happy to help you with any questions. As the bill payer, you'll need to be there to receive your device, with photo ID (driving license, passport, national ID card).

More about your delivery >

Your set-up expert will text you when they're on their way.
In the meantime, you can track your order online.

Delivery date: 03/09/2018
Delivery time:
Reschedule Change your delivery date or time

Ok, so here's what happened; I used online chat (as It was quicker than phone for my purposes) and organised an upgrade for a phone. I paid my up front fees and was told (I think I remember seeing it) delivery would be DPD and I would get a text saying what time it would be delivered. I was happy I recieved the confirmation email but didn't look at it closely.

On the day I did not recieve a text telling me about my deleivery time so started to worry. I then checked the email again to see it would be delivered by partner tech company 'Enjoy'. Not a lot of info in it. Clicking to track parcel simply took me to the EE help pages and clicking on change delivery date or time link took me to an about:blank page. I was a bit concerned.

My first stop was to call the number in the help pages for the delivery type (Enjoy) which connected me to EE customer services who were as puzzled as myself. The lady admitted this was new to her and tried to find out but beyond telling me the phone had already been sent out could only advise me to contact Enjoy.

I found Enjoys' details online and they couldn't find any details about my phone. They were polite and helpful too. Enjoy admitted to me it was a new venture and they were all learning as they go along. They tried to call EE for confirmation but for security they couldn't get the information. So Enjoy called back 10 minutes later and asked if it was ok for them to patch me through to EE and they would take notes. That was fine by me.

EE customer service, again. This time I was upped to a manager who took some time trying to find out what was happening ( that was when I posted my original query). Eventually she came back and apologised for the wait - their delivery system was on and off that day. She was able to confirm delivery was actually by DPD and gave me a time slot. She aslo admitted this was new to her and had learned something that day. I have the DPD app on my phone and the delivery was not showing up but I decided to wait and thankfully the phone did turn up. So well done everybody who was involved, and thank you!

The problem seemed to be two-fold. This new venture with Enjoy seems a nice idea but staff at both companies need to be aware and trained before rolling it out. I think EE were having a 'bad hair day' as their delivery system was not working smoothly. It was good they were transparent about it all. The second problem is the email. The email needs to reflect the choices made. I had understood DPD were delivering (they did but at the time I was thouroghly confused) and the email told me otherwise. The links in the email did not work as expected and whilst there are help pages they did not really help (other than call them). So the email needs to work as expected, reflect the intial sale choices and only be used when all staff have been trained!

Many thanks for wading through this and I hope it helps someone else too

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

chistery — Wed, 05 Sep 2018 13:25:43 GMT

HI @FunBundle Thanks for the update, and glad you got your phone in the end. I'm sure EE will use your comments to feed back to "The management" the issues you have and hopefully improve the whole order process.

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

James_B — Wed, 05 Sep 2018 13:38:48 GMT

Hi @FunBundle,

Thanks for your thorough explanation of your delivery experience.

I'm going to feed this back to our sales team to make sure right delivery emails are going out to the right customers in future.

Have a great week.

James

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

jackyc — Wed, 23 Oct 2019 18:40:08 GMT

Upgraded to 2x A70 Samsung phones with EE, they offered the ENJOY delivery which would transfer and set up both our phones so they were like for like.

HOW WRONG WAS THIS.

We originally booked a 2-4pm delivery and they rang at 10.30am to say be there in

30 mins !!!!!!!! ended up having to cancel and reorder phones for the next day.

All booked in for 8-10 for both phones and 2 separate “technicians” turned up within 15mins of each other. My phone was 1st to be set up followed by my husbands 15mins later. My husbands phone was “setup” in 25mins but mine, although had a 15 mins advantage was still just starting. My “technician” did not have a clue what he was doing and kept asking my husbands “technician” to help.

My husbands “technician” left after 45mins and said it will all be fine.

After 1hour my “technician” said he was only meant to be here for 30mins, had other jobs to go to and admitted he had locked me out of my gmail account !!!!! and was now up to me to go to an EE store to unlock this and then everything would be fine.
So now we 2 phones, my husbands which only has transferred half of the apps, and mine that has 4, WOW, pictures transferred, contacts but nothing else.
NOT IMPRESSED NOW LEFT TO SORT THIS OUT OURSELVES.

BEWARE OF “ENJOY”

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

James_B — Thu, 24 Oct 2019 07:05:24 GMT

Hi @jackyc,

Welcome to the EE Community. 🙂

I'm sorry to hear you didn't have a great experience with your Enjoy delivery.

Please get in touch with Customer Care so we can look into this for you.

Thanks

James

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Lastresort — Mon, 02 Dec 2019 22:15:27 GMT

They came to my house tonight too deliver 2 phones but would not leave them as my wife was not home. We did not ask for the new service and was completely caught by surprise( my wife had her phone delivered on Friday by DPD and no problem that she was not there). EE should have told us on Friday when the 2 phones were ordered what was happening as we would have had DPD to deliver them as we do not need someone to set up the phones. Our new delivery date is now this Friday so it is not a super fast delivery system

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Christopher_G — Tue, 03 Dec 2019 08:18:39 GMT

Sorry to hear that, @Lastresort.

Has your next delivery been organised with DPD or Enjoy?

Chris

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Lastresort — Tue, 03 Dec 2019 20:56:54 GMT

It’s Enjoy managed to get it for Thursday now. Rang EE not much change out of them mind, told to ring Enjoy ourselves too sort it out.

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

heidiwieland — Sat, 25 Apr 2020 16:51:13 GMT

Used this new delivery service for my new phone, was called this morning saying my phone would arrive within the allotted time slot of 10 am to 12 pm. I waited in all day and my phone has still not been delivered and I can’t get hold of anyone to find out where it is. Very disappointed.

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Alex_S — Sun, 26 Apr 2020 07:29:31 GMT

Hi @heidiwieland,

Welcome to the community 🙂

Was your phone call from DPD or Enjoy super fast delivery?

You can contact Enjoy on 0800 079 0156

Alex 🙂

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Lreed2502 — Mon, 29 Jun 2020 19:28:12 GMT

Had a delivery booked for today, between 6-8pm, got a call from technician at 1 oclock saying he could come early around 1.30pm. I explained I would not be home from work until 5.30. I had a text at 5.45 saying "saying all on track for delivery between 6 and 8,pm"

Received an email at 7.55pm saying "sorry due to unforeseen circumstances we will need to reschedule delivery"

So two updates during the day confirming delivery only to be cancelled at last minute. Not the best customer service

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Christopher_G — Tue, 30 Jun 2020 07:03:13 GMT

I'm sorry to hear that, @Lreed2502

Has your delivery been re-scheduled now?

Chris

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Lreed2502 — Tue, 30 Jun 2020 14:35:36 GMT

I've managed to rebook for today, between 4 and 6pm.

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

PaulJKendall — Mon, 03 May 2021 00:24:48 GMT

No change as poor as start of partnership 2018 its now May 2021

On Friday 30 April 2021 I Did an early upgrade for a Samsung Galaxy S21 5g 128GB on Smart package costing £42 40 GB data unlimited text and talk to get £650 trade in offer for My Samsung Galaxy 10 and a £150 Google Voucher I Selected the Phantom White they took the £110 early fee on the Saturday and sent me a confirmation email from EE Saying Enjoy Would deliver arriving Sunday 2 May 2021 4pm to 6pm and Account holder with photo ID had to be present and i would be called to be help with the set up, Saturday 1 May got a reminder and again Sunday same email timed at just gone 5 am.

I got in early at 3pm at 345pm Text Hello from Enjoy Were on track for your Contactless Delivery and setup so I waited by door then I started dinner at 5pm had dinner at 530pm still no update or sign of a deivery and then got a text at gone 7pm an hour later than latest time set for delivery it read sorry cant deliver your order today please use link in email or call us on 0808 281 2926.

Pulled up email Only time slot on offer is Thursday 6 May 2021 at 4-6pm I rang number on order confirmation 0800 079 0156, Spoke to a nice lady explained not happy having been told upgrade was on schedule at 345pm only to get a text at 7pm an hour after arranged times to say not coming and only time slot I couldn't do as working and have my Second Covid jab same day at 6pmb(I'm in a High risk group) she couldn't get any other times or dates like me so arranged a DPD delivery for Tuesday where my parents cold sign for it.

To add insult to injury Enjoy Web site says get your Phone in hours fail to mention its 10s-100s of hours, then to compound the Problems I got another email saying I wasn't to billed the £42 pm i selected but £60.50 pm.

EE if you want to keep CUstomers 3years is far to long to sort out a partnership like this and it will lead to you losing customers and potential new customers who see this or talk to Customers you have treated so poorly

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Christopher_G — Mon, 03 May 2021 08:18:17 GMT

Hi @PaulJKendall

Welcome to the community.

I'm sorry to hear that you had a problem with your Enjoy delivery.

What does your My EE account say about the cost of your plan? Has it changed over to your new one yet?

Chris

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

PaulJKendall — Mon, 03 May 2021 10:39:10 GMT

Says my plan is not accessible so cant see any plan details its letting me access usage details and account settings like contact number and e-maill address, If I wasn't so happy with Signal coverage I would leave EE. I have a work Vodafone Samsung A51 and I get better Reception/coverage on my EE Samsung S10 and have to use it as a hot-spot to access information to do my Job. I have been in a few locations where no Vodafone Reception but had 3 to full bars on EE.
EE have a great product but Customer Service is some of the worst i have encontered, BT was worse who now own EE so don't expect EE to improve..

Re: Has anyone experienced EE's new delivery partner 'Enjoy'?

Christopher_G — Mon, 03 May 2021 10:49:13 GMT

It's never great to see customers who aren't happy with our customer service, @PaulJKendall. I'll do my best to get you some help.

I've sent you a private message to get some information from you. Please take a look and get back to me.

Thanks

Chris

Delivery date:	03/09/2018
Delivery time:
Reschedule	Change your delivery date or time