topic Tablet delivered with broken seal in Orders

Tablet delivered with broken seal

SandraW28 — Wed, 16 Jul 2025 16:34:58 GMT

Hello

I have just agreed to a Broadband , TV and phone contract with EE.

As part of the deal I was given a Samsung Galaxy Tablet.

When the Tablet arrived the seal was broken and the box was torn.

After a few phone calls I was given a link to contact EE store which I did, explaining what had happened and asking for a replacement Tablet.

I emailed them at approx 9:45 yesterday morning and other than an acknowledgement I have heard nothing.

I understand that the guaranteed response time is 16 working hours....which have now all but elapsed.

The Engineer is coming tomorrow morning to fit the new kit .....but if this Tablet business is not sorted out I am not sure I want to continue with the contract.
Any advice .?

Re: Tablet delivered with broken seal

Rach_H — Thu, 17 Jul 2025 08:17:12 GMT

Hi @SandraW28,

Welcome to the Community!

If you've not heard back from the EE store team it seems like this may not be the right people to get this resolved. I'd recommend giving our team another call, and they will be able to get this checked for you.

Rach

Re: Tablet delivered with broken seal

SandraW28 — Thu, 17 Jul 2025 08:21:29 GMT

Hi

I was in touch last night with someone else....I'm afraid I do not know
from which team, I have now spoken to several guides about this, and I
hope that the matter is now resolving......
I hope....

SandraW

Re: Tablet delivered with broken seal

Rach_H — Thu, 17 Jul 2025 10:12:12 GMT

It's great to hear that this is being sorted for you now @SandraW28.

Rach

Re: Tablet delivered with broken seal

SandraW28 — Thu, 17 Jul 2025 19:10:21 GMT

Sadly, although I was promised a new tablet arriving today, none has so far arrived.

I was also given a link to allow me to return the original tablet. I followed it and responded to all it asked but as yet have had no reply. So I do not know how to return the tablet.

Wait to see what tomorrow brings I guess

Re: Tablet delivered with broken seal

Rach_H — Fri, 18 Jul 2025 07:35:12 GMT

I'm sorry to hear this hasn't arrived as expected @SandraW28 but I am hopeful you will receive it today.

If not then I would recommend getting back in touch, and the team can look into what is happening with this.

Rach

Re: Tablet delivered with broken seal

SandraW28 — Fri, 18 Jul 2025 08:37:56 GMT

Thank you for responding, Rachel.

I hope the new tablet will come today. Thank you for your advices re contacting the team if it does not.

My question to you is Which team ? On which number ?

Sandra

Re: Tablet delivered with broken seal

Rach_H — Fri, 18 Jul 2025 09:15:24 GMT

If you call the same team you've contacted already and then making a complaint @SandraW28. I appreciate you might've already made a complaint, but if you aren't happy with what you advised when you speak with us then you can ask to escalate to a Team Leader, and then our complaints team.

Rach

Re: Tablet delivered with broken seal

SandraW28 — Fri, 18 Jul 2025 16:53:14 GMT

I believe everything has finally worked out.

The new tablet arrived today.

I got an email explaining how to return the tablet with the broken seal and have sent it if off via DPD.

Thank goodness this is over.

Re: Tablet delivered with broken seal

Katie_B — Sat, 19 Jul 2025 07:12:23 GMT

Thanks so much for letting us know @SandraW28.

Katie