topic Re: Watch update fiasco in Orders

Watch update fiasco

GeordEE — Fri, 19 Sep 2025 12:27:45 GMT

so pre ordered an new apple watch ultra 3 alpine loop L, the delivery guy arrives with the parcel but is unable to hand it over due to me not having a pin. The pin that was needed was sent to the number of the watch, but as it is attached to the phone number of the iphone it can never arrive. Then I call up to ask for the pin, no joy there. I was told they would need to place a new order and cancel the previous order once the watch arrives, now the next problem the order was processed as apple watch ultra Trail loop s/m. So I call again to cancel that one and place a 3rd order with the correct watch and band combination. This was processed correctly, however unlike the two other attempts this time I was changed for delivery, nothing she could do apparently. Now I will need to wait for the new watch to arrive before I can cancel the upgrade processed in the first place..

Re: Watch update fiasco

Chris_B — Fri, 19 Sep 2025 12:37:34 GMT

@GeordEE The pin is also on the DPD app if you create an account to track the delivery

Re: Watch update fiasco

Leanne_T — Fri, 19 Sep 2025 13:58:13 GMT

Hi there @GeordEE

Thanks for coming to the community.

I'm sorry you've had this experience with the Apple Watch order. If you can try the DPD app as @Chris_B has advised the PIN should be showing for you.

If the watch is sent back to us, or the watch is delivered and you return this, once the return has been processed the account would be updated and you can upgrade again to the correct watch. If you would like to discuss the delivery charges, I would suggest getting back in touch with our mobile guides and they can open a complaint if this is not resolved for you.

Thanks.

Leanne.

Re: Watch update fiasco

GeordEE — Fri, 19 Sep 2025 14:35:57 GMT

It’s sorted now I rang again once I had time to get the brain in gear, the delivery charge has been refunded. So now I just wait for the new connection watch to arrive, then I can call and cancel the partly processed upgrade. Customer service have put a note on my account to say that this is the process and to authorise the cancellation of the upgrade and line attached to it. Fingers crossed that all goes to plan

Re: Watch update fiasco

Leanne_T — Fri, 19 Sep 2025 14:45:06 GMT

Hi @GeordEE

Thanks for the update and for letting me know 🙂

Leanne.

Re: Watch update fiasco

mattworcester — Sat, 20 Sep 2025 12:11:04 GMT

Exactly the same for me, EE used my watch number for the DPD tracking.. utter idiots so I didn't get the PIN two failed delivery attempts, cost for me to upgrade delivery today which failed again after a 1 hour 38 minute call with EE to change the number for the DPD PIN again failed..

Re: Watch update fiasco

GeordEE — Mon, 22 Sep 2025 11:04:27 GMT

So nothing as yet on will the watch actually arrive, two different dates given one as today 22nd other in a week or so. Still nothing on the DPD app and no text messages as yet. Still concerned the previous undelivered upgrade might not be as easy as I was told

Re: Watch update fiasco

mattworcester — Mon, 22 Sep 2025 17:22:35 GMT

My watch has finally arrived, to now be told I was set up with a 'family plan' and due to a spend limit on the system to fix. this, I need to return the watch wait for this to be processed as a return to then re-order the watch, EE honestly absolute joke !

Re: Watch update fiasco

mattworcester — Mon, 22 Sep 2025 17:23:00 GMT

Re: Watch update fiasco

Christopher_G — Tue, 23 Sep 2025 07:47:05 GMT

Hi @mattworcester

I'm really sorry to hear that you had this problem with your order/account. If this is the advice our customer support team have given, hopefully the re-order will fix it.

Please keep us updated with what happens.

Chris

Re: Watch update fiasco

GeordEE — Wed, 24 Sep 2025 10:00:20 GMT

So Friday upgrade apple watch arrived but the pin was sent to the watch number, called and made a new line connection got the watch band and strap mixed up third call managed to cancel that order and do it again with the right watch and band. Was charged for delivery rang again and had this refunded. Each time I contacted CS I was told as soon as the new order arrives I would be able to cancel the the upgrade and line and use the new watch as a paired watch. Turns out this isn't the case I now have to wait for the previous failed delivery to arrive back at EE or pay the cancellation fee, was told on Friday this would be £900. So even though they know I don't have the watch as they can see its still with DPD on its way back I have to wait. I did get the watch paired so at least i got that done. I will be at 5 phone calls at the end of all this no to mention all the gray hairs I must of gained.. for a mistake made by EE which I was told on my recent call its just the way it is!

Re: Watch update fiasco

Leanne_T — Wed, 24 Sep 2025 13:09:00 GMT

Hi there @GeordEE

I'm very sorry this has happened and the information you were provided when you called was incorrect.

Once the return has been processed, please contact us again to order the correct watch or you can place the order through your EE account. If you would like to open a complaint to discuss the experience you have had, please complete the Make a Complaint form and one of our complaints guides will be in touch.

I hope this is all sorted soon for you.

Leanne.