topic Upgrade arranged in store, no sign of it and without a phone! in Orders

Upgrade arranged in store, no sign of it and without a phone!

AClarke3062 — Tue, 20 Jun 2023 12:21:12 GMT

My little one managed to break my phone yesterday morning so went to the EE store in Exeter and was helped by a lovely chap called James. Discussed screen repair vs upgrade and I was due to upgrade, luckily came at the right time, so arranged to do so with a next day delivery arranged. Absolutely no hope of saving the photos etc on my phone, so new one it is.

I am without a phone so my partner's number was taken as the contact for updates, haven't heard anything yet and am getting worried as when I look at my online account, there is absolutely nothing there, it's actually offering to upgrade me. I can't talk to anyone on chat as there is nobody available and I obviously can't call in. I wasn't given any order info or confirmation, no email- getting very worried and also itchy without my lifeline to the world.

Re: Upgrade arranged in store, no sign of it and without a phone!

Leanne_T — Tue, 20 Jun 2023 14:04:03 GMT

Hi @AClarke3062

Thanks for coming here.

Are you getting the phone delivered to the store or your home address?

Has your plan changed in your My EE account?

Leanne 🙂

Re: Upgrade arranged in store, no sign of it and without a phone!

AClarke3062 — Tue, 20 Jun 2023 20:48:11 GMT

Thanks for replying Leanne 🙂

I managed to borrow a phone and called EE and it was a bit of an investigation but they found that the upgrade in store had failed despite being assured it was okay with all the tech issues and them taking a payment. Tad annoying but was passed by Libby on Accounts to Lucy in the upgrades team, both amazing and diligent employees. Lucy found me a much better deal and gave me a loyalty discount as I have been with EE over 10 years. Phone arrives tomorrow and my partner will be text the delivery slot which is the best outcome I could hope for. The failed upgrade was due to be delivered home and I stayed in all day, bit of a wasted annual leave day but managed to make the best of it.

Angie

Re: Upgrade arranged in store, no sign of it and without a phone!

Leanne_T — Wed, 21 Jun 2023 07:15:18 GMT

Hi @AClarke3062

Thanks for coming back to me.

I am sorry to hear this has happened with the store upgrade but very happy to hear you have got this all sorted with Lucy and hope you enjoy the new phone.

Have a lovely day 🙂

Leanne.