Formal Complaint iPhone 17 Pro Max

[Aaron19902]

Dear EE Complaints Team,

I am raising a formal complaint regarding my recent order and the unacceptable service I experienced when calling EE today to chase my delivery.

I ordered the new iPhone 17 Pro Max on launch day, Friday 12th September, and was assured on multiple calls that the phone would be delivered today by DPD. I stayed home all day waiting, yet no delivery arrived and no update was provided.

When I rang this afternoon to ask for an update, I was met with one of the worst customer service experiences I have ever had. The adviser I spoke to was arrogant, dismissive, and refused to give me any information about when my phone would arrive. When I asked to speak to a manager, I was told: “he doesn’t want to speak with you.” Even worse, when I requested that a complaint be logged, the adviser laughed and said: “I’ve just closed your complaint.”

As a loyal EE customer of over 10 years, I am extremely unhappy with this experience. Not only has my phone not been delivered as promised, but I have also been treated with contempt by your staff and denied access to a fair complaints process. This is disgraceful and far below the standard I expect from EE.

I ask that you urgently review the call recording from today, provide me with a clear update on when my phone will be delivered, and explain why I was misled and treated in this way. I also expect appropriate action to be taken against the adviser involved.

In addition, given the failed delivery commitment, the wasted day waiting at home, and the unacceptable manner in which I was spoken to, I expect EE to offer some form of compensation for this experience.

I await your prompt response with a delivery update, a resolution to my complaint, and details of the compensation you will be offering.

Yours sincerely,
Aaron 

[Abhi798]

It’s the usual common with EE customer service, first they don’t answer , second they just try to divert you someother and last they mislead you instead of helping they just try to upsell the sims, in my order they just said it didn’t gone through and asked me to purchase new one and when  i said no n disconnected the call it got a email confirmation of my 17 pro

max pre order. EE NEED TO REVIEW THEIR CUSTOMER SERVICE 

[Northerner · Accepted solution]

Hi @Aaron19902 

You can complain here via the web form. There is no customer account access on these forums.

https://ee.co.uk/help/contact-ee/complaint

You should also download the DPD app. Did you receive a text from DPD about your delivery as if not then your delivery was not due today.

Thanks 

[XRaySpeX]

@Aaron19902 : This isn't the correct platform for raising complaints. All you are doing is sharing your gripe with other users,

See what others in Phone 17 Pro and Pro max Pre order Thread / that time of the year again. have experienced.