topic Re: Absolutely pathetic customer service at both EE and DPD in Orders

Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Tue, 31 Oct 2023 17:34:39 GMT

Hi all,

I have ordered a new Apple phone for business. 4-6 weeks waiting? Sure, no problem.
On the delivery date just after 2 weeks, DPD all of the sudden puts "Return to the consignor" notice on the DPD delivery note online. When I tried to speak to the customer support I was given BS (1) you were not there when the phone was delivered (2) this is a mistake - try to speak to DPD (DPD would not even talk to me!) (3) this one I think is correct - EE confirmed that this was their mistake and the phone was not supposed to come to me that quickly. Waiting is actually 4-6 weeks. This is why they re-called the parcel. It was the third or fourth call to EE. Ok, the phone was re-ordered, but EE made yet another mistake and ordered the phone to my office address instead of home address. I called them several times and discussed it. EE said no problem (1) one guy tried to change the address but never did (2) another person said that I can change the delivery address directly at DPD (this is a complete lie!). The second phone gets rejected (I cannot take parcels delivery at the office) and now goes back to EE. 1.5 months waiting, 20-30 calls to EE, chats, numerous lies from EE.
I have had enough and as soon as I can I'll be asking for the PAC code and leaving the disgraced mobile operator.

Just for those who are thinking about ordering a new phone with EE.

Re: Absolutely pathetic customer service at both EE and DPD

Northerner — Tue, 31 Oct 2023 18:27:58 GMT

Hi @Alexsh12

You can make a complaint here:

https://ee.co.uk/contact-ee/complaint

Thanks

Re: Absolutely pathetic customer service at both EE and DPD

Gwyneth2 — Tue, 31 Oct 2023 23:48:40 GMT

Why cant you improve your service

Re: Absolutely pathetic customer service at both EE and DPD

Christopher_G — Wed, 01 Nov 2023 07:50:34 GMT

Hi @Gwyneth2

Are you having a problem with a delivery? Please let us know what has happened and we'll do our best to help.

Chris

Re: Absolutely pathetic customer service at both EE and DPD

Mixstar — Thu, 02 Nov 2023 10:07:51 GMT

This is all very odd to me, I upgraded last week Thursday, the phone was delivered at 08:02 the next morning (I remember because it was 4 minutes earlier than the schedule😁) and that was the end of it. I guess private and business goings on are different?

Re: Absolutely pathetic customer service at both EE and DPD

Saru8000 — Thu, 02 Nov 2023 10:54:40 GMT

Hello, I am experiencing a similar delivery issue.
October 31: When I got to the DPD van in front of my house, the driver hurriedly reversed and left without handing me my order. I called DPD, and they advised me to get in touch with EE as they provided the incorrect address. I rescheduled the delivery for today, November 2, after speaking with EE, who confirmed the right address update. Once more, the DPD courier arrived at the incorrect location and departed. I surprised myself by learning that the DPD employee I spoke with earlier had once again been given the incorrect address.

DPD and EE are making light of their clients.

i hope you can help me to sort this out.

thank you.

Re: Absolutely pathetic customer service at both EE and DPD

Peterb14 — Thu, 02 Nov 2023 11:07:16 GMT

I have replied to this post and a few others and my comments have been moved 😅. Wow. Hope you get sorted soon. Terrible service all around

Re: Absolutely pathetic customer service at both EE and DPD

Katie_B — Thu, 02 Nov 2023 12:47:35 GMT

Good afternoon @Saru8000.

Welcome to the community.

I am sorry to hear there has been an issue with your delivery.

When you track your order on the DPD app what is the latest update?

Katie

Re: Absolutely pathetic customer service at both EE and DPD

Saru8000 — Thu, 02 Nov 2023 12:49:52 GMT

Hi,

it says “sorry we missed your delivery”

if i ask the reason for missed delivery they say the address provided from EE was incomplete.

Re: Absolutely pathetic customer service at both EE and DPD

Katie_B — Thu, 02 Nov 2023 12:57:52 GMT

Thanks for checking @Saru8000.

Please give us a call on 150 so the team can look into this further for you.

Katie

Re: Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Thu, 02 Nov 2023 14:24:09 GMT

Hi Northerner,

I have made 3 complaints.
EE became a typical crap BT now.

Re: Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Thu, 02 Nov 2023 14:26:11 GMT

I am having a problem with EE.
Somehow I feel I speak Chinese to EE. Either I am told something which is not true or people put me on hold forever.
How difficult is it to deliver a parcel to one address??? Amazon do a lot of deliveries daily with very few issues.

Re: Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Thu, 02 Nov 2023 14:27:39 GMT

This is what I would expect. However, if delivery is rejected (who rejects the delivery? DPD just did not show up), the phone goes back to EE and it takes another month waiting. Pathetic really

Re: Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Thu, 02 Nov 2023 14:29:27 GMT

My situation is much worst. It all about waiting waiting waiting and nobody at EE is interested in resolving the issue. Sometimes I had to speak to 6 different people at EE without any resolution. Just Great!

Re: Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Thu, 02 Nov 2023 14:29:49 GMT

Thanks vm

Re: Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Thu, 02 Nov 2023 14:39:17 GMT

OK, I have had enough of this mockery from EE. The pack code has been issued and without any regrets I am leaving this mobile operator with no customer service at all. Thanks for everything trying to assist.

PS None of my complaint messages have been responded. EE is a joke

Re: Absolutely pathetic customer service at both EE and DPD

Nutinvah — Thu, 02 Nov 2023 14:43:48 GMT

I've had my contract with T.Mobile/EE for over 20 years now and nothing in life has prepared me for the appalling customer service I have received over the last 3 days while simply trying to get a replacement phone delivered.

I really do feel your pain.

It appears that there is no real system to escalate serious to concerns to anyone at all and the fact that they state at the very outset that it takes 7 days to respond to a complaint is just laughable.

Re: Absolutely pathetic customer service at both EE and DPD

Katie_B — Thu, 02 Nov 2023 15:13:06 GMT

Hello @Alexsh12.

Welcome to the EE community.

Following your last phone call to our customer care team what was advised?

Speak soon,

Katie

Re: Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Thu, 02 Nov 2023 15:49:09 GMT

Hi Katie,

Nothing was advised. Nobody knows anything. I can call my mom and ask about the status of EE mobile delivery and the answer will be the same. Different teams, different people, no resolution.

Re: Absolutely pathetic customer service at both EE and DPD

Alexsh12 — Thu, 02 Nov 2023 15:51:16 GMT

Hi Nutinvah,

As I told everyone before - this is a typical BT service (zero customer service). I have had once BT cancelled my landline by mistake. It took me one month calling them daily to get this sorted. EE became the same. In the beginning, when T-mobile and Orange merged, service was fine. Now they do not care about customers at all and they are the most expensive one