Unable to view order documents

[Micky1892]

 Hello

Pre-ordered iPhone 15 Pro yesterday and had to sign various documents. However, I’ve received the below SMS this morning advising me of further documents to view, however, I can’t find where these are available in My EE. Can anyone point me in the right direction please.

[Leanne_T]

Once the plan has changed and the contract information shows the Flex pay, could you check again for the documents? @fromafricatomal 

Leanne.

[chgough]

I ordered an iPhone 15 Pro Max on 23 September. I noted that the system said not to expect delivery within 28 days. Fine. However, even though the e-mail acknowledging my order quoted an order number, it is not possible for the system to display any trace of the order at this stage. Why can't the system just display the basic order details?

I then subsequently got a text message (like many others) informing me that I could log onto the My EE app to see a document that has been posted there relating to the order. There is no sign of a document anywhere.

It seems like EE just like wasting my time for no good reason. 

Christopher Gough

[darrelltuk]

Might be worth you reading my findings here:

https://community.ee.co.uk/t5/Apple-Devices/Unable-to-view-order-documents/m-p/1300950#M139084

[chgough]

I had read it thanks - no document available in either location for me. 

Kind Regards

Christopher

[fromafricatomal]

Hi Leanne,

its been almost a week and still can’t see any documents on MyEE nor any mention that I have a new device on the way. When will this be updated? 

thanks 

[Leanne_T]

Hi @fromafricatomal 

Once the device has been dispatched your My EE will be updated to the new plan and contract dates. Once this has updated please check for the documents again. 

Leanne 🙂

[fromafricatomal]

Hi,

And how do I know when the device will be dispatched if the tracking service doesn’t work? Honestly, the Customer facing portal for EE really needs to improve. It’s shockingly bad. 

[chgough]

EE needs to sort out its workflow. Sending texts informing customers that they should go and look for documents which don't exist is a waste of the customer's time. The inability to display an order on a customer's account is also inconvenient. Making the availability of documents and information conditional upon a change of plan does not keep the customer up to date regarding order processing. EE needs a decent Business Process Redesign Consultant to sort them out. 

[Leanne_T]

Hi @fromafricatomal 

You will receive a text to let you know the plan has changed and DPD will be in touch with tracking details for the delivery. 

If the online tracker is not showing any details for your order, please give us a call on 150 and the team can check the reference for you. 

Leanne.