Been a customer for years. Literally the 4th year in a row I’ve had an issue with the upgrade “anytime” and the last 2 upgrades were in January. Had to threaten with the communications ombudsman the last 2 times due to the incompetence of EE. Gave them the last benefit of the doubt and tried to upgrade at 1pm on pre order day, system didn’t work until 6pm. Then spent an hour on the phone due to them needing to confirm it. I was then told there was an issue with the system and they would call me back the next day and they would refund me the £150 upgrade fee. Nobody called me back so I tried to order again…took another £150 and the same thing, needed more information. I was told the order had actually gone through and to expect delivery to the store of choice on release day. I’ve had confirmation with tracking from EE but no further updates and mixed information of where my iPhone will be delivered. I checked with online chat today and they said it wouldn’t be delivered to the store, but to my home address “within 28 days” but they can’t say when…I purposely got it to the store because I’m going on holiday next week, so it was to foresee the issue…and now nobody can tell me when it will be delivered with no clear direction of where.
I raised a complaint on Saturday after being on hold for 2 hours and I’ve not heard anything back. Which is totally unacceptable. How can a technology company have so many technical issues? I understand there is a lot of demand, but they need to prepare for it…it’s the busiest and biggest time of the year.
I will be cancelling tomorrow and doing everything in my power to get out of my current contract because they’re not sticking to the upgrade anytime because I’ve had issues the last 4 times. The customer service is disgusting, I’ve literally never known anything like it.
I advise you if you have “pre” ordered and been told to expect it on release day, and you don’t get it…do the same. We can’t let EE keep getting away with it. Sky mobile are saying the 1st week of October, at least they give a decent estimate with half the price!
