topic Pixel Fold - you cancelled my order, how will you rectify this? in Orders

Pixel Fold - you cancelled my order, how will you rectify this?

KazTwi — Mon, 19 Jun 2023 11:40:57 GMT

I ordered a Pixel Fold on 30th May when preorders went live. I had an order confirmation. I was asked to call EE to confirm which I did. On the phone the rep said that I should cancel now and order 1 week prior to release to save the £300 I paid for the upgrade anytime.

This was done. The phone went out of stock. I called EE and advised this should not have happened and the rep was wrong. I was then offered a phone for 1st week of July. I accepted but then the manager said no, EE mistake you will get it on 27th June.

I called again today as I am still waiting for confirmation of the tariff. I have been told I will not be getting the phone on 27th and there is no date for receiving it.

What is the point of me paying the extra for upgrade anytime on my tariff if you don't let me. I am now missing out the preorder, missing out of the offer of the pixel watch and not going to be able to upgrade due to EE staff not being competent and /or trained correctly.

How will this be rectified? I want the phone that I ordered.

Re: Pixel Fold - you cancelled my order, how will you rectify this?

Christopher_G — Mon, 19 Jun 2023 15:11:26 GMT

Hi @KazTwi

Welcome to the community.

It sounds like the person you spoke to was trying to give you good advice on saving some money, not anticipating that you wouldn't be able to re-order. I'm sorry that that happened.

If you would like to raise a complaint about this, I'd recommend following the advice on our Complaints code of practice help page.

Chris

Re: Pixel Fold - you cancelled my order, how will you rectify this?

KazTwi — Mon, 19 Jun 2023 15:39:58 GMT

The person also gave wrong information stating EE couldn't send out the returns pack unless we were willing to have no phone for a month as we need to return the phone within 14 days of receiving the pack. However, the pack is not sent until after the phone is released.

Regardless of the person trying to save money - it is resulted on us missing out on the phone and pre-order perk. I am not happy with this and getting completely different messages from people in the call centre who keep telling me I will get it in one breath and then won't in the next.

Is there a way of being refunded on my Upgrade Anytime payments in my tariff as that is clearly not the case!

Re: Pixel Fold - you cancelled my order, how will you rectify this?

Christopher_G — Mon, 19 Jun 2023 15:52:16 GMT

I'm sorry to hear that, @KazTwi

If you fill in the complaint form on our Complaints code of practice page, our complaints team will look into this and contact you to discuss it.

I hope you manage to get sorted.

Chris