28-10-2017 10:19 PM
Hi upgraded phone today in store. Required about the iPhone 6splus but sales person must of thought I said 6s. Miscommunication clearly but when I went back 2 hours later the store would not help to correct the mistake they made. Very unhappy and I need help to resolve this matter. The phone box has not been opened I just need to swap it and change deals. The store was very unhelpful and basically said there is nothing they can do even though the deal had just been made. I've been with EE for over 10 years and the poor customer service is unbelievable from the store. Please can someone help thanks.
28-10-2017 10:23 PM
Does the phone match the paperwork?
Did you not check before leaning the store?
Not much you can do other than go back to store and speak to the manager.
28-10-2017 10:24 PM
Did you not check the phone etc before leaving?
There is a no return policy on the store sales unless it is faulty or coverage issues.
When you went back did you speak to the manager?
The issue here si that the contract you took would need to be cancelled and then you will have to apply for a contract again as the 6S Plus will have a higher tariff.
Try calling CS in the morning and explain the situation.
28-10-2017 10:32 PM
The sales person just put in the bag and I walked out. I noticed not long after. The phone is still untouched. I don't mind paying higher tariff but didn't want that phone. The manger was not willing to help and CS told me it's up to the store. Who has a Zero policy anyway. It's ridiculous it was 2hrs later Max. Surely the manger could do something if they really wanted to. I could understand if I wanted to cancel it but I just wanted it changed. And also they didn't tell me about the zero policy until afterwards.
28-10-2017 10:39 PM
It's in their T&Cs as you are able to check the phone before leaving the store to make sure it is the one you want.
This is what you should have done. When I bought from stores EE or other networks I even opened the box before signing any paperwork to make sure the phone was in good nick.
28-10-2017 10:43 PM
The Returns Policy will be on the walls, but, even so, no shop need tell you about theirs unless you enquire. There is no statutory cooling-off period from any shop, only when you order by phone or online.
28-10-2017 11:10 PM
Thanks for your reply. My error then. Still I'm not signing my life away. If you bought a pair of jeans but wrong size you can change them. Cant see what the big deal is. Whoops you've given me the wrong phone and deal can I change it, yes of course would had been the right answer. I am the customer after all. I have another line with EE and will be cancelling that one as it up for renewal. Thanks for your reply though 😀
28-10-2017 11:39 PM
If it's a different phone than what your paperwork says then the contract isn't valid, that's why I mentioned it in my first post.
Just go back to store and kick up a fuss. Or return the handset as faulty within 30 days, EE will then have to refund your account.
I would also recommend complaining via EE complaints process.
29-10-2017 03:35 PM - edited 29-10-2017 03:36 PM
29-10-2017 04:28 PM
Click on the link to them in @Lee_H's post.
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