03-11-2012 06:00 PM
After endless calls to and from EE I have been informed by their Customer Services that you can pay a 1-off £99 to swap my "old" 3G S3 (less than 6 months into Orange contract) and get in return a new 4G LTE S3.
Today I tried 3 separate "EE" stores in Oxford Street, London to do this and to migrate to a new 4G EE contract.
None of the three stores was able to do this - after speaking to EE's Customer Services again this evening they apologised for a system problem which prevented the process today.
Even more importantly, the EE website clearly states that the £99 fee gets you the swap-out 4G handset and then enables you to sign up for a new 2-year 4G EE contract, with a monthly tarriff at least the same cost as your old 3G contract. BUT two stores have stated that, in addition to the £99, you have to pay for the new phone itself, at the same rate as a new customer - i.e. for a 500MB contract you have to pay an additional £149.99, for a 1GB contract an additional £49.99 etc - as well as the new 4G monthly tarriff for the level of service. Customer Service deny that this additional payment for the 4G handset is required, but at the two stores I tried - the switch can only be done in-store - both claim this additional payment is required.
Can anybody else comment on this please?
03-11-2012 07:29 PM
I had to pay the £99 upgrade then £49 for the handset on a 1GB tariff.
I will not be happy if they shouldnt have charged me?
03-11-2012 07:57 PM
Want 4GEE? But just got a new Apple iPhone 4S, Samsung Galaxy SIII or HTC One X that's not 4G ready? No problem.
We can swap your old 3G phone for a shiny new 4G one, and upgrade your plan to a superfast 4GEE phone plan. All for just £99.
Swap your phone for a 4G version. Just £99
You can swap to 4GEE for just £99 any time in the first 6 months of your contract with Orange or T-Mobile. All you’ve got to do is head to any EE store and ask to swap to 4GEE.
Our in-store experts will walk you through the process. So you can walk out with a brand new 4G-ready phone, and a superfast 4GEE phone plan.
All ready and raring to go.
03-11-2012 07:59 PM
You need to know
03-11-2012 08:32 PM
Well - I have just called the EE sales number (0800-956-6000) and spoken to one of the salesmen there.
I explained my query re the handset additional charge apparently being set by the stores - and the fact that this is clearly in contrast to the website. After discussing it with his manager, he agreed that something is wrong. Either the stores are in the wrong attempting to make an extra charge, or the website is wrong.
He did add that the switch can only be done in-store, and that stores are "franchises", and it sounds like they can do as they please. I stressed that I look at the whole of EE as being one umbrella, and that their sales should be governed by one set of documented rules, which should be followed by all stores.
Either way EE has messed up here.
I shall see what happens when I go back and try again to make the upgrade.
04-11-2012 06:06 PM
I'm facing exactly the same problems exchanging my phone and switching onto a 4G EE Plan. I'm also less than six months into my 24 month contract with T-Mobile and have the Samsung Galaxy S3.
On initial queries with numerous stores in London I was told by them that I can only do this through Customer Service although I clearly explained that on the website it states that this can only be done in store. When I rang Customer Service they obviously tell me I can only do this in store.
So after getting stuck in this loophole I went through all the EE stores on Oxford Street in London today and was given pathetic excuses that they either dont know anything about the migration or that their systems are down.
Finally in the last store a nice chap tried to migrate me over even he admitted to me that he didn't what the steps were to do this. So he gave it a shot and initially couldn't do it on his system and had to ring the EE specialists to get the offer made for him on the system. He ended up ringing three different numbers and was on the phone for over 1 hour and 30 minutes while I was waiting then only to be told that the EE specialists couldnt do anything, because their systems were down as well. They couldn't give a date and time when it would be available again. The chap apologised to me and also said that all EE stores had been having a nightmare with the system so clearly EE got their launch completely messed up.
All of us are being messed about and are being treated unfairly trying to fob us of money as I was told also that I would have to pay for the handset in addition to the £99.
I will now be sending a complaint to EE for the way I have been treated as well as trying to get more money of me so everyone else should do the same. We cant be taken for a ride.
EE SORT IT OUT!!!
07-11-2012 09:18 PM
Suddenly there is a new sentence at the end of the "Swap to 4GEE" section:
"There may be handset cost associated with the new tariff you select on EE"
Interesting that they still have the nerve to say "may be", when ALL of the S3 4G phone tarriffs has a handset cost (max £149.99 to min £29.99).
This STILL does not justify the use of the words "Just £99".
08-11-2012 02:12 PM
Had a very similar experience http://community.ee.co.uk/t5/products-services/Swa
However, the fact that EE are sneaking lines in to their Ts & Cs belatedly and increasing the upfront prices of handset on 12 month contracts a mere few days after launch is nothing short of a disgrace. This whole situation is becoming Ofcom-worthy, if it wasn't already.
14-11-2012 10:40 PM
They have now added another line in the "You need to know" section:
"You’ll have to pay the applicable upfront handset cost of the EE plan that you swap to."
But the heading STILL says:
"We can swap your old 3G phone for a shiny new 4G one, and upgrade your plan to a superfast 4GEE phone plan. All for just £99."
How can it be "all for just £99??????????
17-11-2012 08:00 PM
Things go from bad to worse - I am now sending a formal letter to EE Customer Services (and also to the Advertising Standards Authority about the handset surcharge)!
Today, having decided to bite the bullet and accept the apparently unevitable additional charge for a 4G-equivalent Galaxy S3, I took my 3G S3 into EE's Brent Cross store and asked to do the "Swap". No such luck!
They first said they knew nothing about the Swap deal (which was untrue as I had previously asked about it in that same store) and then they said that they – and other EE stores - are unable to do the migration due to EE systems issues. I immediately called EE Customer Services (for the umpteenth time), who said they knew of no such systems issues! Having had NUMEROUS conversations in the last 2 weeks with both Orange and EE Customer Services this seems like an incredible situation.
19-11-2012 02:07 PM
I'm sorry to hear that you are experiencing difficulties swapping your phone.
I currently have access to customer service experts who will be able to look into this for you. If you send me your name, contact number and a brief description of your problem in a private message , I'll make sure it goes to the right person.
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