Been with EE for long time now, as an Apple fan I have been on the upgrade Anytime plan and been doing yearly upgrades and every single year has been simple and easy.
This year, was on the phone with an agent at 1pm sharp, lovely Paula was very honest and said systems all down and if I could remain on the line while she was trying to get my order sorted, after 1h of small talk she them said a manual order will be done so when the system comes back all will go trough, I got the screen share, approved and downloaded all docs and I thought that was me done... 1h later a text to call 150 as my order "failed".
Was able to speak to Arman that told me, Anytime upgrade orders aren't going trough as they use a different system and that one isn't working so he couldn't help me with my order and would call me back around 5pm, no call, 16th got an email from Arman saying system still not working so he would call me later on Saturday.
At this stage I was getting a bit nervous as I could see stock going fast, and now I would be sent back to the queue as EE wouldn't honour my first order as it's based on first come first served of successful orders. and here is where I have issues, they have logs of my call at 1pm, I have the signed documents and the system issue was not my fault and it's where EE isn't doing things correctly.
Called again to get Kal, was his first day, he tried his best but after 2h30m on the phone nothing was happening so had to let it go as he placed another manual order, signed everything again to get order failed almost instantly, at this stage I really considered just not doing it and after years and years with EE considered taking my service elsewhere.
Around 18:30 Saturday Arman calls me out of the blue and says "system is back up, let's get your phone sorted" and you could tell the background noise at that stage was filled with music and what it seemed happy people.
Ordered online 5 times to get "we need to speak to you" error message and to call 0800 number that waiting time was always over 1h and all my attempts call would disconnect before I could even speak to someone.
Arman checked stock and for launch date I wouldn't get the Pro Max, so I've picked the 15 Pro 256 Natural Titanium instead as it was guaranteed launch date.
Terrible upgrade experience from EE this year, but have to praise every single person I've spoke on the phone, they ALL tried their best but this was beyond their control.
To EE - changing your system before a huge iPhone launch... was that wise....? NO, it was not, you test it when things are running at normal pace and NOT during a huge launch.
I fear those on Anytime upgrade will be in trouble for future upgrades if they keep us on this "old" system that clearly doesn't like the new system and if that's the case, stressing for 2 days to get a phone is really not something I'm prepared to do in the future. I'm with EE because network is good, customer service is great and overall is a solid network, but their order/upgrade system is just shocking.
I know these for majority of mortals aren't even problems, and I get it... but iPhone launch has always been my Christmas and Christmas this year was rough
