topic Help! 😭 in Apple Devices

Help! 😭

Chellabella12 — Mon, 02 Sep 2024 16:22:06 GMT

Hi,

I placed and order for a MacBook Air 15 inch m3 yesterday. I have since only received an email of acknowledgment and an email from EE finance (I will attach photos below). I called up this morning to confirm all was ok and the advisor told me I needed to wait for an XKO number and if I hadn’t to call back again later to discuss. I didn’t receive any more emails so I called back and they said they cannot find any trace of it on their system and they also cannot order another one for me as the MacBook isn’t even showing on their systems? I have now been given an email to contact to find out if there is anything they can do but it keeps bouncing back. I was also told to contact my local store but they don’t even sell the MacBooks from the store! I ordered this on the website on the understanding it would be next day delivery due to my laptop breaking and I need one for my job! I have also paid £139 upfront which has been taken from my bank and I’m still no further forward with finding out what is actually going on? Does anyone know what else I can do or who else I can contact?

thank you!

Re: Help! 😭

Northerner — Mon, 02 Sep 2024 16:55:05 GMT

Hi @Chellabella12

There is no account access on these forums, you'll need to speak to EE CS on 150.

Mac books are here: https://store.ee.co.uk/brands/apple-336/laptops-and-tablets,macbook/15077

Thanks

Re: Help! 😭

Chellabella12 — Mon, 02 Sep 2024 17:55:54 GMT

Hi, thanks for your reply!

I have already contacted EE customer service and the sales team! I’ve explained in the original post what the outcome was.

I’m just now left in limbo in regards what I’m supposed to do?

Thank you

Re: Help! 😭

Matt_124 — Mon, 02 Sep 2024 18:16:37 GMT

If your order generated an order number starting with "SO" then your purchase is through EE Store (formerly BT Shop) which has it's own support method via email at enquire-store@ee.co.uk.

Check the link for a breakdown of the different contact methods for different types of orders: https://ee.co.uk/help/orders/consumer-electronics

Beyond that there is Order Tracking built into the App for certain products ordered directly.

As they are not a "Connected Product" (the kind that usually generates an XKO number or is added to your mobile bill) regular EE CS would not be aware of the order.