topic Re: PS5 Pro bundle order help - wrong controller in the box! in Orders

PS5 Pro bundle order help - wrong controller in the box!

besmirched — Thu, 07 Nov 2024 12:36:25 GMT

Hello, can I get some help please with my order.

I pre-ordered the PlayStation 5 Pro with additional Edge controller. It was delivered today but the extra controller in the box is a regular DualSense controller, not the DualSense Edge!

I need this resolving please. I don’t know what to do, haven’t opened the console box yet as don’t know if I need to return it.

Disappointed - you took full payment for the pre-order on 10th October when I ordered, which was a little surprising, but OK, but now having a wrong item delivered with my bundle on launch day. Meh.

Re: PS5 Pro bundle order help - wrong controller in the box!

Katie_B — Thu, 07 Nov 2024 14:17:58 GMT

Hi @besmirched.

Thanks for coming here.

Sorry to hear you have received the wrong controller.

Did you purchase this via the EE website for pay monthly or the EE online store?

Katie

Re: PS5 Pro bundle order help - wrong controller in the box!

besmirched — Thu, 07 Nov 2024 15:32:11 GMT

I wasn’t aware there was two EE sites. I check my order by going to EE.co.uk and viewing my order in my account. Full payment was taken at the time of pre-order.

How will this be resolved, can I expect the Edge controller to be posted out seperately or do I need to return the whole bundle?

If you are able to check my orders or need to PM me for order number and account info, please do so.

Re: PS5 Pro bundle order help - wrong controller in the box!

Katie_B — Thu, 07 Nov 2024 15:32:31 GMT

Hi @besmirched.

If this was purchased direct please give us a call.

Our customer care team will be bale to provide you with your options on getting a replacing the controller.

Katie

Re: PS5 Pro bundle order help - wrong controller in the box!

besmirched — Thu, 07 Nov 2024 15:38:06 GMT

I find dealing with call centres incredibly stressful, I was hoping to resolve on here.

I looked all over the EE website for a web chat option. Contact us page mentioned I could get help in the EE app, I downloaded the app and there’s no chat option that I could see. I found my way here by Googling.

Re: PS5 Pro bundle order help - wrong controller in the box!

Katie_B — Thu, 07 Nov 2024 15:47:54 GMT

Hi @besmirched.

I'm sorry, we have no account access here on the EE Community.

Live Chat is located in the Help section of the EE app.

Katie

Re: PS5 Pro bundle order help - wrong controller in the box!

besmirched — Sat, 09 Nov 2024 13:57:44 GMT

Hi @Katie_B, thank you for the suggestions. However, I am having no such luck with the EE app.

I've got the app on my iPhone, I've signed in and can view my order history. When I goto Help section there is a Call Us button at the top, but there is no Live Chat or Message button. I've just tried downloading the app and signing in on the latest iPhone too, and still there is no chat option visible.

I appreciate that you are helpful here in the EE Community forum, but your company has very limited options for customers to get in contact. I am a BT customer and I understand all BT customers will be switched to EE soon. I am not looking forward to that, with BT they at least have a webchat option on their website. And it easy for me to get in contact with them.

I'll try on an Android phone later when my brother is around, perhaps the EE app just has more limited options on iPhones.

It does not help that your X/Twitter account does not respond to messages either.

Re: PS5 Pro bundle order help - wrong controller in the box!

Michael_D — Sun, 10 Nov 2024 08:55:59 GMT

Hi @besmirched

I can have a look to see if there is another option for you.

Do you have the original order number at all? I just need to know if it starts with XKO, SOO or EE.

Please don't post the full order number.

Michael

Re: PS5 Pro bundle order help - wrong controller in the box!

besmirched — Mon, 11 Nov 2024 11:20:43 GMT

Hi, thanks for offering your assistance. The order number starts with EE.

It didn't seem like I was having luck in getting help and I've now picked up a PS5 Pro console elsewhere after train for a few days to try and get help from EE.

I didn’t feel I should open my EE order as my bundle order is not complete.

I was just going to return it with a note explaining I have done so because it is incomplete, but your helpful message has come as a bit of a surprise.

My main reason for ordering from EE is I wanted your bundle deal with the extra Edge controller, but that controller wasn’t in the box. As mentioned before - the extra pad was a regular one, not the Edge as ordered.

Re: PS5 Pro bundle order help - wrong controller in the box!

Ali_A — Mon, 11 Nov 2024 19:01:18 GMT

@besmirched

Thanks for confirming the order type.

For all orders starting EE, please visit Electronics, accessories and SIM free handset orders for help with any order issues.

You can also call our EE Electronics and Subscriptions team on 0800 0790 062 who will be able to help you with this.

Ali

Re: PS5 Pro bundle order help - wrong controller in the box!

besmirched — Thu, 21 Nov 2024 00:35:25 GMT

Update - I've since managed to communicate with EE by email. A lot of frustration with initial insistance on phone calls, but I was relieved that I have been able to make progress by email.

I am told that it's being investigated. I guess I just have to trust the procedure - but worried it's taking too long and return windows are of concern.

It is annoying having paid upfront, in full, on the date of pre-order well over a month ago. And my EE order with a wrong extra item is sat here in its box ready to be returned because it wasn't fully what I ordered.

I have been emailing eeglowsupport@ee.co.uk. The last email I had was the 13th Nov where I was told they are awaiting supply chain investigation around the wrong controller in my bundle. And advised me to hold off on returning the item.

I'm worried about the return window closing. Today is Day 14 from delivery, your EE return policy mentions a return deadline of 14 days under specific conditions.

Can staff here please advise if I should be worried? I've done everything I can think of but this process is incredibly slow.

I just want to return it and get my money back.

Re: PS5 Pro bundle order help - wrong controller in the box!

Lesley_W — Thu, 21 Nov 2024 12:21:40 GMT

Thanks for popping back with an update @besmirched

I'm pleased you've been able to get this raised with the right team for investigation. In regards to your return period, if this is delayed because our team need to investigate, you wouldn't be penalised for this.

Lesley