topic Re: No phone in parcel upon delivery - only case & screen protector! EE useless! in Orders

No phone in parcel upon delivery - only case & screen protector! EE useless!

kadie2 — Wed, 13 Nov 2024 13:04:21 GMT

I have always been so happy with their services UNTIL NOW!

I upgraded 2 lines with EE (OCT 24) and took out insurance which came with a free minute one bundle (phone case and screen protector) with each phone. When DPD delivered the two parcels, one parcel had the Google pixel 9 and the minute one bundle in, the other just had the minute one bundle in NO PHONE OR PHONE BOX, for reference I was expecting a google pixel 9 PRO in this one! packaging had no 'obvious' signs of tampering upon receiving, but weight difference was obvious, before opening I presumed the phones were in one and the minute one bundles was in the other, but that was clearly not the case once I opened and discovered I was missing a phone.

Despite numerous disputes to the supply chain and emailing the CEO of EE, speaking with EE executive complaints the cases just keep being closed and now I am paying for a phone I haven't got! I have spoken to numerous agents that have been awful, unhelpful, lack of knowledge about processes, generally unprofessional and rude, and to top it off one even called me a liar and said he could tell from the DPD delivery photo the phone was in the bag?!

Iv reported it to the police but they said there isn't much they can do to help me unless further evidence comes to light, which EE will not provide! I offered to pay the insurance excess of £100 to claim it as lost/stolen in the interim of me generating an ombudsman case so at least I'm paying for a phone I have ACTUALLY got, but they won't allow me to do that either, so I'm also paying for insurance I am being blocked from using too!

I have no idea if it's a DPD or EE warehouse issue as I haven't been provided any evidence from either companies just 'told over the phone' the weight checks were right so apparently that's sufficient for them to close the case and mark it as received.

I keep being told to go to the financial ombudsman, and have had a final response letter from EE stating this, which I am doing but they have a 4+ week back log right now and I'm just finding the whole situation is seriously affecting me mentally and financially and I'm desperate for a speedy resolution rather than a long winded dispute via a third party with no guarantees of a resolution.

I have been with EE for over 10 years, never missed a payment had multiple lines and remained loyal, however this has absolutely smashed my trust and going forward I am terrified to sign up for any contracts over the phone in fear of this situation repeating, which is leaving me stranded as I have since cancelled everything else I have with EE now due to this ongoing nightmare.

I am aware posting on here will not resolve my personal dispute, however I am wondering if anyone else in the Manchester area or elsewhere has experienced this? I think it would be helpful if we can form an alliance and prove there is an issue within the EE/DPD order processing system, as EE have discarded me and are consecutively saying 'this never happens'. which I now know is untrue as I have been contacted by @Tendai_G on another post stating they are in the same situation!

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Tendai_G — Wed, 13 Nov 2024 13:32:05 GMT

could this be a coincidence or someone/something is responsible for this?. its not easy losing your hard earned minimum wage paying for something you will never receive

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

kadie2 — Wed, 13 Nov 2024 13:43:34 GMT

I agree, initially on receipt I thought it was a genuine error in the packing department and EE would quickly resolve however as time passed I quickly realised there's more to it, and it appears to me someone is playing a very good game with a personal financial gain outcome whilst leaving the likes of us suffering the difficult consequences, and EE despite being a large reputable company don't seem to care or want to help thier loyal customers

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Kangeret — Wed, 13 Nov 2024 13:42:24 GMT

The worst thing is when you report they put you on a guilt trip to make it look as if you are lying and nothing like that has ever happened before. They are so quick to refer you to the ombudsman amd how it can never happen since their system is very accurate. At this point as a service provider it would be wise to look into your system and at least be courteous because obviously not more than 2 people can experience the same thing on deliveries and you would want to turn a blind eye on this.

Very disappointed indeed

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Christopher_G — Wed, 13 Nov 2024 13:45:52 GMT

Hi @kadie2

Welcome to the community.

It sounds like this is being/has been investigated by our Executive Complaints team. I understand the purpose of your post was to discuss this with other users, but if you wanted to discuss this with EE further, I'd suggest doing so with the complaint handler who would have contacted you regarding the complaint.

If they have issued you with a 'deadlock' letter, which I suspect they may have, the best course of action is to follow the advice on that letter to contact the ombudsman.

Chris

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Dmcnab — Wed, 13 Nov 2024 19:55:25 GMT

It’s as if I have written this myself! This exact thing has happened to me!!! I upgraded to an iPhone 16 pro max last Monday and paid £6.95 for next day delivery, come the Wednesday I still haven’t received a thing so called up, was told there was a back log waiting on the handsets and if I hadn’t received by today 13/11 to call back. I got a text on Saturday to say the SIM had been dispatched and also a notification from DPD saying they had received my parcel. DPD attempted delivery and said i wasn’t home however the picture they uploaded was not my property as I was home! They then redelivered on Sunday and I opened the parcel to find a screen protector and SIM card in it. Because I hadn’t had notifications to say the handset was dispatched I thought nothing of it until I called today as per advised to check the status of my order, I has horrified to find out that the phone was marked as delivered and should have been in my parcel with my SIM! I have now had to open a “lost in transit” investigation with them and won’t have any resolution until Tuesday 😫😫😫 the weight on my parcel would seem the phone was in the parcel at some point however the packaging doesn’t look like it has been tampered with at all.

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

kadie2 — Wed, 13 Nov 2024 20:08:24 GMT

Omg I can't believe this, they have told me repeatedly this never happens
and your the second person today to state they are in the same position,
seems like there is clearly something going on in either EEs warehouse or
with DPD! I really hope your investigation with EE comes back with a better
outcome then mine did! After the first case was closed by the supply chain
I had a further 2 disputes opened and both times it was shut down by EE
complaints team in less then 24 hours as though they were just fobbing me
off and was refusing to investigate further, I spoke with 2 seperate agents
in the executive complaints team, both of which were extremely patronising
and unhelpful and made it very clear they didn't believe what I was saying.
So now I'm left with no options but to proceed with the ombudsman which I
am doing but still this could take unnecessary time all whilst causing me a
great deal of stress. Do you mind me asking what area you are based in?

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Kangeret — Wed, 13 Nov 2024 20:13:06 GMT

I think it would be courteous to look into these issues and also approach them with caution. If I am to explain to you what I have gone through, the damage that this whole ordeal has caused in my life and only to get off from a call from EE feeling like this whole situation is your fault. I asked if EE realised that this fault was from their part and I was told that there is nothing they can do about it. I felt so horrible. Referred to security and they told me to look closely at the delivery photo and honestly how can a photo show the contents. They even went on to say you should ask your partner what he did with the phone since he was the one who received it. Imagine the fight and accusationthat has happened at my home. Only for a big company to display ignorance and want to shift blame on customers. This is really bad to be honest. Extremely bad.

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Kangeret — Wed, 13 Nov 2024 20:15:38 GMT

Now it's more than 3 people coming with the same story and still you deny to have anything to do with this. To be honest I'm just using your services but my heart is not there anymore. It's as good as being in an agreement where you have no option because you are tied with documents and terms and conditions simply because I agreed but it's not supposed to be like this

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

kadie2 — Wed, 13 Nov 2024 20:18:29 GMT

I totally agree, I was told the exact same thing! The agent in executive complaints stated he could tell the phone was in my parcel from the DPD delivery photo of the parcel, which is absurd as it's just a grey plastic bag on my doorstep! Once again making me feel unheard and disbelieved, they have no compassion and clearly are too arrogant to accept there is an issue in house or with the carriers they are choosing to deliver high cost goods with! I'm so sorry it's caused your family the same stress and upset it has mine. 😞

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Tendai_G — Wed, 13 Nov 2024 20:19:24 GMT

i live in warminster, sadly if they keep ignoring these complaints are
going to pile up as more people will continue to come forward until they
damage the company’s good reputation, i don’t have the confidence to
encourage anyone to use their services now.

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Dmcnab — Wed, 13 Nov 2024 20:24:45 GMT

I’m in Scotland, im devastated this is happening and isn’t just a misunderstanding as I had hoped. I am going to call the police tomorrow and report my missing phone as lost/stolen so I have a crime reference number. Praying that we all have the outcome we deserve and don’t have to pay a financial agreement that EE haven’t been able to fulfil because they subcontracted the delivery to DPD. I have looked on other phone websites and it seems to be happening with o2 and three aswell.

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Kangeret — Wed, 13 Nov 2024 20:29:31 GMT

Oh yes she also told me that I am the first person to report it and she told me how big and reputable EE and DPD are at one moment thought I was making things up to an extent that I was now doubting my mental capacity. After I kept on asking the line went silent and a other guy came on the phone and referred me to security where I reached a dead end as I was put to task and ask my husband nicely where he had put the phone since he was the one who received it. I'm in wiltshire

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

kadie2 — Wed, 13 Nov 2024 20:32:24 GMT

It really is devastating, dealing with this has caused me so much upset,
it's taken time away from my family and work trying to resolve it, I have
spent a ridiculous amount of hours on phone calls over the past 3 weeks and
it just get me absolutely nowhere! My next step is small claims, I won't
stop until I am cleared of wrongdoing and EE accept some form of
responsibility as it's either their warehouse or the couriers they are
choosing doing this to us! And it's unacceptable.

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Dmcnab — Fri, 15 Nov 2024 14:18:27 GMT

Update from my situation, thankfully someone from back office called me yesterday who was extremely helpful and they are currently investigating with DPD and sent another one out to me which has just been delivered.

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

kadie2 — Fri, 15 Nov 2024 14:21:24 GMT

Ah that's amazing! So glad for you that you've had the desired outcome. I
really wish I'd have been lucky enough to have spoken to someone helpful
who actually wanted to resolve my issue 😞 it's still causing me so much
stress and upset

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Gloridel0 — Tue, 17 Dec 2024 14:07:10 GMT

I also ordered iPhone 16pro max from EE on 5/12/24 .. I receive a parcel from dpd which contained only phone case and protector thus, minute one. I called EE Customer service to make a complain of what was in the package. They asked to get back to me 72hours since they’ve got to do investigation. I called them rather after 3days and what the CS personnel said was that “dpd said they’ve delivered the package to you with an image attached” which I then replied that I have got a package but not what I ordered for. Further, I walked to one of their branch in Salisbury to lodge the complain .. they also contacted whoever they did and I was asked to give them 72hrs to do their investigation. It’s been almost 3weeks and EE keep on tossing me around. I’ve got nowhere with this and I will have to pay for the phone I did not receive. It is really tiring and painful.. is either EE get scammers in their office because I did not receive a code or pin concerning my delivery and the package received wasn’t signed for. Hmm

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Christopher_G — Tue, 17 Dec 2024 14:56:36 GMT

Hi @Gloridel0

I've replied to your other post about this. Please take a look.

Thanks

Chris

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

kadie2 — Tue, 17 Dec 2024 14:59:08 GMT

I'm so sorry this has happened to you too! Sadly for me I never got this
resolved with EE, they referred me to the ombudsman and once they do this
no one in EE will deal with you again! The ombudsman got my complaint at
the end of November and I'm still yet to be assigned a case handler as they
have a huge back log, I'm so disappointed with EE and despite being with
them for over 10 years I'd never go back again now. I hope you get a better
resolution as it's no fun at all paying for a £1k phone you haven't got! 😞

Re: No phone in parcel upon delivery - only case & screen protector! EE useless!

Gloridel0 — Thu, 26 Dec 2024 14:34:10 GMT

I ordered for iPhone 16pro on 5/12/24 .. and the parcel was just phone case and protector this, minute one.. I contacted EE immediately and lodge a complain. They asked for 72hrs to make investigation, I then called back after 72hrs for reply and what they could tell me was that Dpd said they delivered my parcel and sent an image of me receiving it. I told EE that, I receive a parcel’s but no phone inside, they made it looked as if I was lying . I went to one of their branches in Salisbury the next day. The man at the office also contacted whoever it was and asked them to do an investigation.. they then asked for another 72hrs. I called back after that and the customer service personnel was like it wasn’t the right procedure and all that, I followed instructions everything, I was told 4days ago that, the number connected to the phone was different so they are tracking it. I called back today and heard a different story that, the number is not on their system. In fact, this is eating me up. It’s almost new year and there’a been nothing positive but stories. I’m really **bleep**ed cuz I’m paying for the phone I never received. And I’m wondering why this kinda company cannot get to the buttocks of this but given different stories h and everyday.