topic Re: Fake iPhone delivered after upgrading in Orders

Fake iPhone delivered after upgrading

DanFisher — Mon, 06 Nov 2023 20:28:59 GMT

On 23rd October I renewed my daughter’s contract over the phone, choosing to go for an iPhone 15 in pink.

The next day we received the package but was disappointed to find it contained what we believed was a titanium coloured iPhone 14 pro max.

We called EE to advise the wrong handset was delivered and asked whether we could return it to the store.

We were told this wasn’t possible but they would send a returns package for us to return the item.

Several calls later and this has never been received.

We’ve asked to speak to managers and this has been refused. Today, we were promised a call back which never happened.

We tried going to the store in Mansfield and the staff member checked the phone and said he believes the handset was a fake and that they’ve had several fakes also delivered to store.

We then called again EE again, and were advised we need to speak to Chanel returns.

We’ve tried to do this but we can’t progress the call without providing the IMEI number, however the IMEI we have isn’t recognised. I’m assuming this is down to it being fake.

It appears tagg no one at EE is willing to help even though it is EE who have sent a fake phone.

Any ideas of how best to progress?

Have even commented on EE’s CEO’s Marc Allera’s LinkedIn profile, who also appears to be ignoring the situation we find ourselves in.

Re: Fake iPhone delivered after upgrading

DanFisher — Mon, 06 Nov 2023 21:33:30 GMT

In addition to our calls to EE; emails havr been sent to EE customer complaints - customercomplaints@ee.co.uk and also to Channel Returns - channel.returns@ee.co.uk

Re: Fake iPhone delivered after upgrading

Chris_B — Mon, 06 Nov 2023 21:46:41 GMT

@DanFisher EE didn’t send you a fake iPhone someone probably at DPD swap the real device for a fake iPhone.

You approaching the CEO of EE, who isn’t customer facing he doesn’t deal with these issues so I’m not surprised he hasn’t responded to you.

Re: Fake iPhone delivered after upgrading

DanFisher — Mon, 06 Nov 2023 22:01:01 GMT

Thanks for your reply.

Just to add ; DPD is the courier company, contracted by EE ond/or Channel Returns to deliver products sold by EE.

Channel Returns is a third party company (as advised by the numerous EE employees I’ve talked to while trying to get this matter resolved), who ‘run’ EE warehouses.

The packaging used to deliver the handset is sealed at point of packaging; so either 1 of 2 things has occurred. An employee in the distribution warehouse has replaced the ordered iPhone 15 with the fake handset or DPD employee has access to identical packaging and somehow manages to open up the package, removed authentic handset and then put a fake handset in another package.

with regards to my post to EE’s CEO. He’s the CEO. I’m sure being a CEO, he would want to know of extremely poor customer experience.

Re: Fake iPhone delivered after upgrading

Katie_B — Tue, 07 Nov 2023 08:24:21 GMT

Hello @DanFisher.

Welcome to the community.

I have sent you a private message for some more details.

Katie

Re: Fake iPhone delivered after upgrading

DanFisher — Tue, 07 Nov 2023 08:44:15 GMT

I’ve replied to your message.

Re: Fake iPhone delivered after upgrading

Gri6a05 — Thu, 09 Nov 2023 22:34:14 GMT

Hello,

Fortunately or unfortunately you’re not the only one.
I have purchased an iPhone 15 Pro Max from Apple UK website and have received fake iPhone with the same storage and colour I have ordered.

Apple UK are currently investigating the issue with the carrier but in general ignoring the situation and after many emails I have only received couple of emails saying , they’re investigating the situation with the carrier.

Very stressful situation.

Re: Fake iPhone delivered after upgrading

2023tmobileuser — Fri, 10 Nov 2023 00:24:55 GMT

there has been several posts about this recently, whoever is stealing the real phones should have their hands chainsawed off

Re: Fake iPhone delivered after upgrading

DanFisher — Sat, 11 Nov 2023 09:30:41 GMT

Still no resolution, despite a flurry of calls from EE to advise return package will be posted to me and also that the handset ordered will be delivered today - ‘you’ll get a text with code to confirm with delivery driver’

Sad times for sure

Re: Fake iPhone delivered after upgrading

DanFisher — Sat, 11 Nov 2023 09:44:22 GMT

The Consumer Rights Act 2015 is an interesting read

This avenue is now being progressed

Re: Fake iPhone delivered after upgrading

James_B — Sat, 11 Nov 2023 10:23:13 GMT

Hi @DanFisher,

If your phone is scheduled for delivery today, you should receive your delivery notification before 11am.

Your returns kit will be delivered by standard post. Please allow 2-5 working days to receive it.

Thanks

James

Re: Fake iPhone delivered after upgrading

DanFisher — Sat, 11 Nov 2023 10:54:55 GMT

If… was advised it would be… still waiting for the 4 digit pin and confirmation of scheduled delivery.

My experience confirms the advise I’ve received during the week, demonstrates more failure by EE.

Re: Fake iPhone delivered after upgrading

James_B — Sat, 11 Nov 2023 12:25:09 GMT

Hi @DanFisher,

Do you have the DPD app?

If you have, does it show any consignments from EE?

James

Re: Fake iPhone delivered after upgrading

DanFisher — Sat, 11 Nov 2023 12:54:19 GMT

Hi James

DPD arrived and delivered the phone15 and collected the iPhone 14 pro max from me.

Re: Fake iPhone delivered after upgrading

James_B — Sat, 11 Nov 2023 12:55:19 GMT

That's great @DanFisher

Thanks for the update.

James

Re: Fake iPhone delivered after upgrading

Gaffer4 — Mon, 11 Dec 2023 00:59:15 GMT

This just happened to me. Upgraded last week and was sent a fake iphone 15 pro max.

They are now asking me to go through tyhe returns process. Despite taking into a EE store who confirmed it was fake and also driving 40 mins to an Istore on their advice, whom also confirmed it was a fake.

Called CS and they told me this hadnt happened before! Yet here i am reading your case.

Im actually tempted to call the Police as they clearly have a fraud issue.

As per below comment likely dodgy stuff at DPD depot, however my contract is with EE and its their courier.

Re: Fake iPhone delivered after upgrading

Gaffer4 — Mon, 11 Dec 2023 01:00:19 GMT

Snap in same boat. Seems they have a major fraud issue, yet dont seem to concerend in sorting it out.

Re: Fake iPhone delivered after upgrading

Gaffer4 — Mon, 11 Dec 2023 01:01:22 GMT

Tell me more, im debating calling the police

Re: Fake iPhone delivered after upgrading

Gri6a05 — Mon, 11 Dec 2023 07:38:18 GMT

Hi,

Unfortunately I was in the same situation few weeks ago. I am 100% sure it was DHL who did the fraud and swapped the phones to a fake one.

I’ve purchased my phone direct from Apple and costed me 3 weeks of emails and reports until they refund me. They didn’t even apologised in the end so good luck and let everyone know about the fraud otherwise no one will pay attention.

If you paid with credit card, call them and dispute the payment. On another hand you as a customer by law, have 14 days to return the product so if no one respond just return the product to EE and tell them you want refund or a genuine phone.

Make sure you take multiple photos of the phone so you have them before the phone is returned.

Good luck !

Re: Fake iPhone delivered after upgrading

Chris_B — Mon, 11 Dec 2023 07:42:10 GMT

@Gaffer4 Who are you going to report to the police? EE didn’t send out a fake device. EE/DPD will not disclose what they are doing about this as they want to catch those involved with this. The police will already be aware of it and will be working with the two companies.