topic Re: Samsung Chromebook Go - wrong item received in Orders

Samsung Chromebook Go - wrong item received

Sunshinedaisy — Tue, 02 Apr 2024 14:07:30 GMT

I ordered a Samsung Chromebook Go 14" and have just received an 11.6" version. I paid outright for this so it is not a contract and have been going round in circles trying to contact somebody regarding a replacement

Finally on here I have found an email address of enquire-store@ee.co.uk

I have not received a confirmation email to say they have received my email and will get to me etc... is this normal for this email address? Or is this another dead end to get the replacement item?

Thank you in advance for any help!

Re: Samsung Chromebook Go - wrong item received

Katie_B — Tue, 02 Apr 2024 14:11:28 GMT

Hi @Sunshinedaisy.

Thanks for coming here.

I am sorry to hear you have received the incorrect item.

I have checked and the email you have provided is right, someone from this department should respond to your email soon.

Katie 🙂

Re: Samsung Chromebook Go - wrong item received

Sunshinedaisy — Tue, 02 Apr 2024 14:14:03 GMT

Hi Katie,

Thank you but I am back to square 1. I have just been emailed back and they have said they cannot help me with that email address and I have to call one of the numbers again that cannot help me. So now I have no idea who to contact or what to do!

Hi,

We really want to help but unfortunately, we're not quite the right team for you. Because of this, we're unable to answer your query via email. Please follow our Contact EE page to help you get through to the right team for more help.

Re: Samsung Chromebook Go - wrong item received

Katie_B — Tue, 02 Apr 2024 14:15:27 GMT

Hi @Sunshinedaisy.

Have you called our customer care team?

Katie

Re: Samsung Chromebook Go - wrong item received

Sunshinedaisy — Tue, 02 Apr 2024 14:18:25 GMT

Hi Katie,

What is the number for that? So far I have called 07953 966150 and spoken to a few different departments who could not help and then they told me to call 08000790103 who also said they couldn't help.

If you have any other numbers that would be amazing thank you!

Re: Samsung Chromebook Go - wrong item received

Sunshinedaisy — Tue, 02 Apr 2024 14:28:08 GMT

Do you have a number for that?

I have called 07953 966150 and they have said they cannot help and advised me to call 08000790103 who also said they cannot help and to contact the above email address who also said they cannot help.

I really do not know where else or who else to contact next?

Thank you so much

Re: Samsung Chromebook Go - wrong item received

chistery — Tue, 02 Apr 2024 14:29:52 GMT

If It was me and I was going around in circles, I would start complaining on social media. Amazing how quickly things get sorted when you complain publicly.

Does the order email state the correct device you ordered?

Re: Samsung Chromebook Go - wrong item received

Sunshinedaisy — Tue, 02 Apr 2024 14:34:13 GMT

Thank you - I will try that.

The order email just says 'samsung chromebook go laptop' and nothing more specific and does not specify the size - however the actual specification of the item on the website says it should be 14" and not the 11.6" that I have received.

Thank you!

Re: Samsung Chromebook Go - wrong item received

Katie_B — Tue, 02 Apr 2024 15:10:01 GMT

Hi @Sunshinedaisy.

The numbers you have called are correct for our customer care team.

When you sign in to your account on the EE Store are you provided with any contact or return information?

Katie

Re: Samsung Chromebook Go - wrong item received

Sunshinedaisy — Tue, 02 Apr 2024 15:13:57 GMT

Hi Katie,

I am presented with a returns option where I can request a return online. However, this is just an online form for returns and no ability to speak to anybody about it. I would like the item that I ordered and not just to return this wrong item. I would like the correct order sent out!

The only contact numbers I can find are listed above and they have said they can't help.

Thank you

Re: Samsung Chromebook Go - wrong item received

Katie_B — Tue, 02 Apr 2024 16:58:21 GMT

Thanks for confirming @Sunshinedaisy.

Are you able to respond to the email you received?

Katie

Re: Samsung Chromebook Go - wrong item received

Sunshinedaisy — Wed, 03 Apr 2024 06:09:34 GMT

Hi Katie,

Yes I did and I got this reply

Hello,

I am sorry we are unable to help you the order numberabove is not an EE Store order number ours begin with SO.

We are unable to help you further.

And nobody else to contact. I am guessing this is because I paid outright and not on a contract.

I have now been told by EE via Facebook that 08000790062 is the correct number to call but on checking that number on the website it appears to be for subscriptions so I doubt they can help either!

I do have TV and Broadband with EE that I have just renewed the contract of which I am cancelling today as this is ridiculous that I can't find any help for this.

Re: Samsung Chromebook Go - wrong item received

Christopher_G — Wed, 03 Apr 2024 08:17:44 GMT

Hi @Sunshinedaisy

I've sent you a private message to try and get you some help with this.

Chris

Re: Samsung Chromebook Go - wrong item received

Sunshinedaisy — Wed, 03 Apr 2024 08:24:56 GMT

Hi Chris,

Thank you - this has been received. Unfortunately the email address you have given have told me they cannot help me at all due to the fact my order number starts with EE and not SO and the email address enquire-store@ee.co.uk only deals with SO order numbers.