topic Re: Wrong phone ordered. in Orders

Re: Wrong phone ordered.

Tk184 — Sat, 08 Jun 2024 00:35:48 GMT

Hi leanne, i am hopeful you advise, i have upgraded both my phone and tablet contracts over the phone this evening and believe the agent has miss sold me a device that is good as new with stating so rather than a new device which is what i wanted. So i went on to web chat as call centres are closed to clarify and if it can be corrected before the order gets dispatched, only to be left hanging till that serviced closed at 10.30pm.

Ithe paper work that was screen shared does not say either way. But after i got rushed through the document i enquired if i get the pixel watch or buds gift to claim from google with the 128gb pixel 8 pro. He then said it does not say. I checked after the call ended. Its clear this dodging of answering that question was deliberate because i checked online after and the price i have benn given for the monthly contract is that of a preowned device and if i have to go through what you advised the person above then that is going to be unacceptable and frankly seeing as the contract i have signed does not state it was a pre owned device i would argue that i have signed it now for what i believed was a new handset and if this can not be corrected in the morning i will pursue the new device for the price i have signed the contract for.

Re: Re: Wrong phone ordered.

Leanne_T — Sat, 08 Jun 2024 06:43:03 GMT

Hi @Tk184

Thanks for coming here.

To check the device and contract that has been ordered, please call us again after 8am and our mobile guides will be happy to look into this for you and let you know what has been ordered and look into changing this for you if this is a good as new device.

Thanks 🙂

Leanne.

Re: Re: Wrong phone ordered.

Tk184 — Sat, 08 Jun 2024 08:07:33 GMT

Thank you for replying, just got a call back from ee.

It turns out that my ee app was showing incorrect infomation for devices
and plans for mobile. And for my tablet plan it said eligible for upgrade,
but when clicked on it try again error message. it was saying a error in
the tablet plan under upgrades. Hence need to phone in to upgrade in the
last hour of the day. So i have actually been wrong, due to the prices
coincidentally for that device and plan. But had good reason to suspect a
potential error had been made.
As during the upgrade process the guide did notice that a £49.00 mobile
contract and a £31.50 should not be £129.50, but before i could question
that he said it appear the mobile had gone on twice. On the ball to notice
it, but next second he asked would i i like him to start that again or
leave it as is?.... That was is what seemed so odd. I did politely say
yes please. It not exactly a small amount to possibly be over charge and
wait on a refund.

I can not imagine in a circumstance any customer would say no to the order
not being correct.

So despite a comedy of errors mostly due my ee app not functining
correctly. Its actually better than i thought, embarrassing for me 🤣.
Despite been asked a question that, frankly my sense humour wanted to
respond 'no leave the order as is and throw your yourself a tip on their
mate, how ever much you think fair' 🤣

A few things i do need to have a look into because its seems odd that this
pixel 5 on a essential plan has uncapped 5g speed, but the latest high end
devices have been bundled with plans that are capped to 100mbs. So
technically not really getting the full benefits of the device is capable
of and cost alot even over a 24 month contract.

Re: Re: Wrong phone ordered.

Leanne_T — Sat, 08 Jun 2024 08:10:03 GMT

Hi @Tk184

Thanks for coming back and letting me know.

If you do have any questions regarding the plan please speak to our mobile guides again and they can get this looked into in more detail for you.

Have a lovely weekend 🙂

Leanne.

Re: Re: Wrong phone ordered.

Tk184 — Sat, 08 Jun 2024 13:11:48 GMT

To be honest i will wait too see if that info is correct as it vould of
been app errors. I will just have to have to deal with it if and when.

Re: Re: Wrong phone ordered.

Leanne_T — Sat, 08 Jun 2024 14:12:39 GMT

Let me know how you get on and if we can help you with anything else @Tk184

Leanne.