topic Re: Battery Pack delivered instead of upgrade in Orders

Battery Pack delivered instead of upgrade

Sunahus — Fri, 27 Dec 2024 09:09:31 GMT

I am feeling very desperate and devestated and hoping anyone can help if they have been in the same position. here is the complaint email I sent EE "

I am writing to express my extreme dissatisfaction with my recent experience upgrading the phones on my business account. After being a loyal customer for over 20 years, this situation has left me feeling frustrated, misled, and without confidence in your customer support process.

A few days ago, I upgraded my phones through your business service. Brian, your representative, was helpful in recommending a suitable plan that included two iPhone 15 devices, two iPads, and corresponding SIM cards. However, when the delivery arrived, we discovered that while the iPads and SIM cards were included, the phones were not. Instead, we received two packages containing four "4-in-1 battery pack chargers" in boxes.

I immediately took photos and contacted your support team, speaking to an operator based offshore. I provided all the necessary details about the bags and their contents, only to be informed that an investigation would be conducted. I was assured I would hear back within three working days. I specifically asked whether this timeline accounted for the festive period and was told it would.

To date, I have not received any updates, and the only communication I am receiving from EE are texts encouraging me to enjoy my new plan—something I cannot do because the phones have not been delivered. This is utterly unacceptable.

The lack of communication and resolution has caused significant inconvenience and is completely at odds with the level of service I expected from a company I have trusted for two decades. Additionally, I am now questioning whether this matter constitutes fraud and may escalate it to the police if no resolution is forthcoming.

I expect the following actions to be taken immediately:

Provide an update on the status of the investigation.
Confirm when I will receive the phones as promised under my plan.
Arrange for the return of the battery packs, which I did not order.
Ensure my new plan does not commence until I have the correct devices.

Please escalate this matter to a senior manager and provide me with a direct contact who can ensure this is resolved urgently

This situation is beyond disappointing and does not reflect the high standards I have come to expect from EE. I trust you will treat this matter with the urgency it deserves. " The update I received from off shore this morning when I called them as no one has contacted me was basically we have proof of delivery therefore we have rejected your claim.

I am so upset EVEN though there was a delivery it was of two battery packs and not the phones, I cannot believe this has even happened to me as this has never happened before and I haven't upgraded for years. It is only since the last iphone update my current phone has stopped performing. I honestly need help to sort this out and haven't been able to speak to anyone from the UK which is making everything so much worse.

Re: Battery Pack delivered instead of upgrade

Chris_B — Fri, 27 Dec 2024 09:47:21 GMT

@Sunahus there is no email address you can use to register your complaint through so your complaint will go unresolved. You can however make that complaint VIA THIS and it would also give you the information that you need to know about making that complaint.

When you say you spoke to an operator based offshore exactly where ? Because offshore from the UK would only mean Ireland as all customer service support centres are UK or Ireland.

As for three working days not sure why you got told that it would include the Christmas Day and Boxing Day as these are national holidays not working days.

Your last comment I haven’t been able to speak to anyone from the UK ? Customer support is UK based so what number have you been dialling?

Re: Battery Pack delivered instead of upgrade

Sunahus — Fri, 27 Dec 2024 12:33:20 GMT

Hi there,

Offshore is in India and the number dialled is 150.

An email has been sent as you can send an email and you can log it with the webform.

Sunahus

Re: Battery Pack delivered instead of upgrade

Sunahus — Sun, 29 Dec 2024 09:22:10 GMT

Hi Chris,

Let me address your reply

Here is the email address The email address for making a complaint to EE is customer complaints at EE with a .co.uk

The Off shore is India (I have recorded the call) and have now spoken to India three times with the incident as they have worked through the festive period.

The Number called is 150 via my mobile phone.

I have also tweeted EE

I have emailed EE

I have filled out the webform

I have called three times

Re: Battery Pack delivered instead of upgrade

Sunahus — Sun, 29 Dec 2024 09:29:34 GMT

Can anyone assist or advise as I am very stressed out about this.

Here is the image of the delivery taken in which shows the battery packs no delivery notes with the packs just delivery notes in with the separate Ipads. This delivery was made by DPD not sure how they are intercepting these or of this is happening as a final swap at the warehouses of EE after final checks are done either way this is a major cause for concern for not just customers who order online or via CSA but for EE too. Two Battery packs instead of the phones.

Re: Battery Pack delivered instead of upgrade

Ali_A — Sun, 29 Dec 2024 13:18:35 GMT

Hi @Sunahus

Thanks for reaching out.

Sorry to hear about the delivery situation you've experienced. This is very peculiar indeed.

When you called the business support team, did they raise a delivery dispute case with the supply team?

Do you have a case reference number for the complaint you have raised? If so I'd recommend giving Customer Service another call to follow up on the complaint case.

If you don't have a case reference number, you can follow the link given by @Chris_B to raise a complaint for investigation. Or one can be opened when you give Customer Service a call back.

Ali

Re: Battery Pack delivered instead of upgrade

Sunahus — Sun, 29 Dec 2024 22:55:15 GMT

Hi Ali,

Thank you for your response. Let me address both your reply and your suggestion about following the link Chris provided.

To clarify, this situation is both peculiar and extremely frustrating—it’s something I’ve never experienced before, even after being with EE for over 20 years and not upgrading for several years.

I’ve already followed the steps Chris mentioned prior to raising this issue on the community page. While Chris stated that there’s no email address to complain to, the link provided clearly outlines “Step 1” as offering multiple complaint options, including email, letter, webform, or direct email. These are actions I’ve already taken, as mentioned in my response to Chris.

Here’s a summary of the steps I’ve taken so far:

Called EE: I’ve spoken to the offshore team in India three times via 150 from my mobile. I have recorded one of these calls.
Emailed EE: I’ve sent emails to raise my concerns.
Webform: I’ve submitted the required webform.
Tweeted EE: I’ve also tried reaching out via social media.

Despite all these actions, I feel like I’m going in circles with no resolution. It’s deeply disheartening and frustrating that I’m being left in this position with no proper help, support, or accountability.

Here’s the current situation:

Two battery packs, which I did not order, were delivered to me without any delivery notes.
The phones and SIM cards I ordered have not arrived, nor have I received any evidence or explanation about what happened to them.
There has been no indication that I ever placed an order for these battery packs, and I was not even aware that EE offered such products.

As a loyal customer of over 20 years, I should not have to carry the burden of chasing this issue. There needs to be a full investigation into:

The DPD driver’s delivery.
The last drop-off from EE’s distribution center, including any checks made during dispatch.
Whether the phones and SIM cards were ever dispatched or if they are still sitting at the distribution center.

Surely, there must be a way to track the phones—either through their allocated locations or distribution records. A customer should not have to manage this entire process alone.

This situation is affecting me deeply—I am struggling to sleep due to the stress and worry about being charged for a plan tied to hardware I have yet to receive. I feel like no one is taking this issue seriously, and it’s an awful position to be in.

I appreciate any additional support or escalation you can provide to ensure this matter is resolved swiftly and fairly.

Thank you for your understanding.Two Battery packs instead of the phones.

Re: Battery Pack delivered instead of upgrade

Alex_H — Mon, 30 Dec 2024 14:01:02 GMT

@Sunahus Thank you for your response. I am sorry to hear how this is affecting you, I understand this will be a stressful situation that you want resolved as soon as possible. We do take any reports of delivery disputes such as this seriously and have a process setup to investigate them.

We have no account access through the community here or via our social media teams so we are unable to provide updates on your account through these channels I am sorry. The e-mail and web form on our website will be received by our executive complaints team who will be able to manage your case but the expected timescale at the moment is at least 7 days.

As I mentioned with a situation like this with a delivery issue, the issue would need to be raised to our supply chain team which it sounds like it has been when you first got in contact. They will then conduct an investigation into the delivery working with DPD, to do exactly what you have listed above to find out what has happened with this delivery and the phones.

I am not sure when the initial report was made to our team but the investigation will typically take 3 working days as you mentioned though potentially may be a little delayed at the moment. Once their investigation is complete they will contact you or also send out a text asking you to get in touch.

But if it is outside that timescale then for the quickest response I would recommend calling us on 150 and one of our guides can check for any updates in the investigation from our supply chain team.

Your web form complaint will be picked up by our executive complaints team as I mentioned but it wont be immediate, however you can also request to follow the complaint escalation process through 150 when you call if you feel you are not getting the help you need.

Alex

Re: Battery Pack delivered instead of upgrade

RCC94 — Mon, 30 Dec 2024 14:27:23 GMT

Feeling very sorry for @Sunahus after reading this chain of messages. The 'Community Support' Team are only interested in offering ignorant responses and kicking the can down the road...

Re: Battery Pack delivered instead of upgrade

lalanuggets — Tue, 31 Dec 2024 14:03:16 GMT

It is really awful how the EE response seems to have lacked any sort of clear assurance and has left you @Sunahus worried. At the very least somebody should make clear that this is an error and that customers are not liable for this. The law is very clear on this:

If you bought something from a business to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you. This didn’t occur hence there is absolutely no onus or liability that can be placed on the customer.

Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015.

Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered either:

by an agreed date
within a reasonable time - usually within 30 days

I wanted to reiterate that you should not be worried EE must resolve it by delivering the items as agreed. There is no other lawful outcome here. Even if the items are lost, that’s not your fault.

note I am not affiliated with EE and I don’t work for them. I am just highlighting your consumer rights, that do indeed protect you.

Re: Battery Pack delivered instead of upgrade

bristolian — Tue, 31 Dec 2024 14:22:00 GMT

Take a read of https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/ for more info on the 30day rule and its implications.

EE have their processes to follow, but these can't trump statutory rights.

Re: Battery Pack delivered instead of upgrade

Sunahus — Tue, 31 Dec 2024 14:59:21 GMT

Thank you so much for taking the time out to respond and for the great advise.

I am totally and utterly stressed out by this and have lost sleep and have been in tears, EE have not taken into account over 20 plus years (since 121) being a customer with never missing payments staying loyal and more.

I have shown them images of the bags being thinner, lighter in colour and shinier than the Ipad bags. The labels have differences and also the date and time stamps being different to the Ipads. I am truly at my wits end.

This is going to be a big issue for them and they may need to look into changing their delivery chain (DPD)

EE said all I can do is go to the Ombudsman however now they have seen the images they have now sent onto the relevant team for investigation and have told me I have to wait for another three days. It is outrageous this is happening to me and I fear for anyone older (I am in my fifties) or even a young person if in their first contract if this happens to them. I suspect this is not the first time however they would rather place this on the customer instead of their distribution. I would suggest to anyone please pick up from a branch and I wish I had of just gone into a store and upgraded instead of being faced with this stress.

Re: Battery Pack delivered instead of upgrade

Sunahus — Tue, 31 Dec 2024 15:00:18 GMT

Thank you for your support very kind of you.

Re: Battery Pack delivered instead of upgrade

bristolian — Tue, 31 Dec 2024 15:30:29 GMT

@Sunahus wrote:

I would suggest to anyone please pick up from a branch and I wish I had of just gone into a store and upgraded instead of being faced with this stress.

Buying in retail stores doesn't come with the same 14days statutory "change of mind" right of return that distance sales do - which can often be valuable, especially with buying upgrade phones.

The lack of ability to physically handle goods, is the reason for the additional protections.

Re: Battery Pack delivered instead of upgrade

Sunahus — Tue, 31 Dec 2024 19:51:28 GMT

However in my current situation the fact I have not received my goods and now battling with EE picking up would of been more valuable to me.

Re: Battery Pack delivered instead of upgrade

Sunahus — Wed, 08 Jan 2025 18:39:57 GMT

Hi all,

I’m sharing my recent experience with EE in the hope of raising awareness about an alarming issue that seems to be affecting multiple customers.

After weeks of back-and-forth with EE regarding a delivery problem, I spoke with someone at DPD UK, who confirmed that I am not alone. There have been numerous incidents where customers received battery chargers instead of their actual upgrades.

Despite this confirmation, EE has rejected my claim, leaving me stuck with two battery chargers and charging me for items I never received. It’s unbelievable that a trusted company like EE would go to such lengths to dismiss a clear case of fraud happening within their distribution process.

This situation has left me no choice but to pursue legal action to fight for what’s right. As a loyal customer of over 20 years, it’s disheartening to see EE prioritizing money over their customers’ well-being, allowing thieves to get away with these fraudulent activities.

If you’re reading this, please take note and warn your family and friends. Be vigilant when dealing with upgrades and deliveries through EE. This is happening, and customers are being left to suffer the consequences.

Let’s spread the word and hold companies accountable for protecting their customers.

Thank you for reading, and stay alert.