topic Re: Lies Lies Lies.. Broken Promises in Contracts & Billing

Lies Lies Lies.. Broken Promises

lv9880 — Sun, 03 Aug 2025 12:09:58 GMT

Over promise and under delivered. EE after over 12 years you have seriously got it wrong now.

Promised a Fold 7 to be delivered on Launch Day only to be told there's a 28 day lead time.

Jokers I'm sure this community may just fob off this as much as the complaints team have. But Sorry you were misinformed just doesn't cut it.

Re: Lies Lies Lies.. Broken Promises

Matt_124 — Sun, 03 Aug 2025 12:38:16 GMT

I'm afraid this Community is unable to do anything to help, as this is a public discussion forum with other users and customers with no access to your account or the details of your order.

The Complaints process is your means of escalation on this, in line with EE's Complaints Code of Practice. If you remain unsatisfied after 8 weeks you can raise it to EE's ADR provider. This is detailed under Stage 2 of the Complaints Code of Practice.

Re: Lies Lies Lies.. Broken Promises

Northerner — Sun, 03 Aug 2025 13:30:51 GMT

Hi @lv9880

EE are the supplier not the manufacturer. If they don't have the stock then they cannot supply the handsets.

Stock is ordered as it is ordered online, if Samsung promit they can deliver but fail for whatever reason then they are at fault.

Thanks

Re: Lies Lies Lies.. Broken Promises

Chris_B — Sun, 03 Aug 2025 17:31:57 GMT

Funny how the longest waiting time is only 7 days if you order today and the shortest is 1 day, this obviously is different depending on what spec you choose but no spec is over 7 days.

Re: Lies Lies Lies.. Broken Promises

zulu17 — Sun, 03 Aug 2025 18:42:00 GMT

Looking at EE website there is one colour/spec Fold 7 not listed (8 out of 9 are listed as in stock) but Silver Shadow 1024gb seems to be missing.

Re: Lies Lies Lies.. Broken Promises

lv9880 — Sun, 03 Aug 2025 19:14:21 GMT

EE customer service has been a disgrace. Yes, its a rant which no one in EE gives a monkeys about, as a customer I expected more. Been trying to upgrade my phone since the 21st of July.

The level of support and information provided by all staff I have dealt with has been terrible. There is no justification in their actions. They are quick to say treat staff how you would like to be treated. All I want is some honesty is that too much to ask.

Just provide an honest answer on when I can receive my phone instead of lies after lies.

There is something fundamentally wrong with the culture and the approach to dealing with customers.

CEO probably has bigger fish to fry than sort Customer Care thats probably another minions job.

Re: Lies Lies Lies.. Broken Promises

lv9880 — Sun, 03 Aug 2025 19:20:53 GMT

The fact of the matter is I pre-ordered the Blue Shadow and was promised by the dim-witted sales advisor I would have it on launch day.

The phone did not arrive after waiting hours on the phone to be told sorry you were mis-informed you will get the phone in 28 days. Just doesn't cut it.

Re: Lies Lies Lies.. Broken Promises

Matt_124 — Sun, 03 Aug 2025 19:39:40 GMT

You have posted on another thread on this in which you were given advice on how to escalate your complaint, as this forum has no access to your account or information on your order. I will point to that here again in case you missed it: https://community.ee.co.uk/t5/Contracts-Billing/Lies-Lies-Lies-Broken-Promises/m-p/1553467/highlight/true#M102846

I completely understand that you are disappointed in how things have gone, but there are routes you have still yet to follow if you believe you have been wronged here and are looking for a resolution. Posting in a self-described rant (or multiple) on these forums will not do anything to progress matters.

I do hope you can get some sort of satisfaction in the end, but this is entirely unproductive.

Re: Lies Lies Lies.. Broken Promises

lv9880 — Sun, 03 Aug 2025 19:42:51 GMT

Matt please do not insult my intelligence.

Escalate my complaint are you for real.. EE don't not respond to my complaints.

They never have done. If you an EE representative. Please raise this as they ain't listening to me or responding to my complaints.

Re: Lies Lies Lies.. Broken Promises

lv9880 — Sun, 03 Aug 2025 19:43:47 GMT

Give me an avenue where someone will listen or respond and I will take it..

Re: Lies Lies Lies.. Broken Promises

Matt_124 — Sun, 03 Aug 2025 19:48:10 GMT

I am not an EE representative, just an active member on this Community who has tried to give you actionable advice on this issue.

Under the Complaints Code of Practice that I linked, you can refer your complaint to an Alternative Dispute Resolution provider if you are at a deadlock with EE. That process is described in the linked document and is your only avenue of escalation if you do not agree with EE's attempts to resolve it.

Re: Lies Lies Lies.. Broken Promises

lv9880 — Sun, 03 Aug 2025 19:50:27 GMT

If your not a representative why are you messing with my posts.

I NEED TO LET THE PUBLIC KNOW HOW SHODDY EE are. If this is a public forum I can voice my opinions.

Looks like these are being policed by EE also.

Re: Lies Lies Lies.. Broken Promises

bristolian — Sun, 03 Aug 2025 19:52:12 GMT

@lv9880 wrote:
If you an EE representative. Please raise this as they ain't listening to me or responding to my complaints.

EE staff on this forum are identified by the handle "EE Community Support Team" as explained in https://community.ee.co.uk/t5/EE-Community-info-News/Meet-our-Community-Team/td-p/1415489 but regardless, this forum is not and never has been part of EE's formal complaints process.

The formal complaints process is outlined in Matt's previous post in this (now combined) thread. That process includes referral to external arbitration after either 8 weeks or if deadlock prior.

Re: Lies Lies Lies.. Broken Promises

lv9880 — Sun, 03 Aug 2025 19:54:07 GMT

Please stop messing and policing my posts.

You are another EE representative

Stop combining my posts

Re: Lies Lies Lies.. Broken Promises

Northerner — Sun, 03 Aug 2025 19:59:03 GMT

Hi @lv9880

How is this thread different from your last.

https://community.ee.co.uk/t5/Contracts-Billing/Lies-Lies-Lies-Broken-Promises/td-p/1553463

You seem to be an angry person, annoyed over something as trivial as a mobile phone. I suggest getting some fresh air.

Thanks

Re: Lies Lies Lies.. Broken Promises

lv9880 — Sun, 03 Aug 2025 20:05:05 GMT

Mate you might take being lied to with a pinch of salt thats your issue.. but seen you are a other under cover representative and couldn't care less about my experience so ignore my posts.

All you Community Stars are undercover EE representatives

Re: Lies Lies Lies.. Broken Promises

Katie_B — Mon, 04 Aug 2025 07:13:10 GMT

Good morning @lv9880.

Thanks for coming here and flagging this with us.

I am sorry to hear that you have not yet received your new phone and that there is a wait time for delivery.

When you raised your complaint did you complete the online form?

If yes, when was this completed?

I would love to see if I can get this looked into for you.

Speak soon,

Katie

Re: Lies Lies Lies.. Broken Promises

lv9880 — Tue, 05 Aug 2025 01:43:02 GMT

Hi Katie,

This was done over the phone on my second call.

1st call chasing delivery I was told I had been allocated a device it was just waiting to be picked up by DPD.

2nd call - When I was told the lead time the sales team had provided was not true and it would infact take upto 28 days for a Fold 7 1TB in Blue to be delivered.

Then being frustrated amd misinformed at the time I cancelled my order. After cancelling I was then told by the same advisor that it would now take upto 14 days.

He then put my order back on to the system. I then called back the next day still suspicious on the information I had been provided.

EE Chat - I was then corrected and told the lead time for receiving my device was again 28 days. At that point I cancelled my order over chat.

I have been a customer for over 12 years all I wanted was some honesty from sales advisors but it seems thats how they are trained to get deals over the line. You get a Yes Yes until its time for the device to get delivered its a no. Just saying sorry is not acceptable. Yes I'm still looking to upgrade however all the pre-order pricing has now expired.

Then to top it off I have to wait 8 weeks for a reply to a complaint. EE you have seriously got it wrong.

Re: Lies Lies Lies.. Broken Promises

Katie_B — Tue, 05 Aug 2025 07:14:42 GMT

Thanks so much for getting back to me and providing further information regarding your complaint @lv9880.

I understand your frustration with being told different timeframes for your new device.

The Fold 7 1TB in Blue Shadow is showing as available and to expect despatch within 7 days, this information can be found on tis page HERE.

To get your complaint looked into further I would recommend completing the online form, someone will be in touch from our complaints team within 7 days.

The form can be found HERE.

Please keep us updated, I hope a resolution can be found.

Katie

Re: Lies Lies Lies.. Broken Promises

zulu17 — Tue, 05 Aug 2025 15:42:46 GMT

I suspect that if EE had sufficient stock for the preorders they accepted this thread wouldn't exist and you would already be happily using it. That hasn't happened and collectively the company hasn't handled this very well.

If the preorder or order is delayed or its shipping/delivery date is pushed back it is a nobrainer that EE should have updated the information. The fact that this appears not to have occurred and indeed that you were given incorrect inormation and that EE systems were giving you and it seems their own staff conflicting dates is something the company should be looking at.

Suggest you email the EE CEO about your PreOrder failure and subsequent experience.

Remember the EE people you have communicated with sofar are in all likiehood providing information that the EE systems tell them or they have been briefed on.