Customer Service Joke

[charlesgray1989]

EE have totally failed in their promises and their customer service. Not sure what to do as next steps.

I ordered an iPhone and apple watch nearly two weeks ago. The phone came the following day and the watch still hasn't come.

 - The watch was due to be dispatched within 7 days. 12 days later I have no watch and no timeline for receiving it.

 - I was charged twice for the upfront fee for the watch.

 - When speaking with customer services I have been told different things by different people. 

 - Yesterday customer services promised a fast track deliver of the device (to be delivered today), but I've actually found out that they cancelled my order, opened a new one and now I'm further down the waiting list than when I started. Apparently they shouldn't have promised this as they didn't have the item in stock. Now they're trying to switch to the more expensive watch instead.

 - Customer service are asking me not to log a complaint as it 'wouldn't be in anyone's interest'. 

I'm not sure what to do next, all I want is a to find out when I am going to receive an Item I have paid in advance for (twice now) and have had no help or even honesty from the company that is selling this to me.

I tried asking how the cooling off period works (whether the phone needs to be sent back by me within 14 days or needs to be received be ee within 14 days) but the agent wasn't able to help.

I'm pretty much ready to leave ee at this point.

[Marrila]

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@charlesgray1989 wrote:

EE have totally failed in their promises and their customer service. Not sure what to do as next steps.

I ordered an iPhone and apple watch nearly two weeks ago. The phone came the following day and the watch still hasn't come.

 - The watch was due to be dispatched within 7 days. 12 days later I have no watch and no timeline for receiving it.

 - I was charged twice for the upfront fee for the watch.

 - When speaking with customer services I have been told different things by different people. 

 - Yesterday customer services promised a fast track deliver of the device (to be delivered today), but I've actually found out that they cancelled my order, opened a new one and now I'm further down the waiting list than when I started. Apparently they shouldn't have promised this as they didn't have the item in stock. Now they're trying to switch to the more expensive watch instead.

 - Customer service are asking me not to log a complaint as it 'wouldn't be in anyone's interest'. 

I'm not sure what to do next, all I want is a to find out when I am going to receive an Item I have paid in advance for (twice now) and have had no help or even honesty from the company that is selling this to me.

I tried asking how the cooling off period works (whether the phone needs to be sent back by me within 14 days or needs to be received be ee within 14 days) but the agent wasn't able to help.

I'm pretty much ready to leave ee at this point.

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Sounds like you have been completely miss-led 

Only option you have is to raise as a complaint and if your not happy with the outcome escalate the matter to the ombudsman. 

I have twice taken EE to the Ombudsman and won my case each time. 

If your watch order has been cancelled depending on the model you ordered , it could be a long wait. 

I ordered my SS watch on the 17th with a promise from EE I would receive on launch date (18th) now 29th still no watch, yet had a text from EE advising my , my order is on track! 

At the moment , EE customer service and there forum team are an absolute disgrace. 

I wont even mention the so called 'Grand Masters' who insist they don't work for EE but must be the most gullible consumers in the world, who purchase things without any expectations 

[charlesgray1989]

Thanks for your response.

I think we have had similar experiences. It baffles me why they can't work out how long it will take to deliver the items.

I will try your suggestion. I hope your watch arrives soon!

[Marrila]

Unfortunately at the moment , EE would rather lie to you then offer you compensation than be honest and say they have no idea when they will receive stock. 
The in stock/out of stock wording on there website clearly breaches advertising rules and as such my complaint was escalated and dealt with ‘executive team’ still waiting to see how long it takes to come before I escalate to the ombudsman.

The EE forum team clearly have a script to use, which is understandable, but when they state they will ‘check specific model stock and give estimation’ then when you ask they dismiss it with a generic response is infuriating.

Most people wouldn’t even mind the delay if the EE deducted the upgrade fee when the watch was despatched and charged you the fee due then, but no EE charge you as per the day you order, so when they promise you delivery on launch , that’s what you expect some how the ‘Grand Masters’ don’t understand this.

I won’t even start on the numerous system cancellations and false promises.

I hope your watch arrives too, maybe worth switching to a model in stock if you need sooner. I still have my Galaxy watch but the Apple Watch was a present.

Good luck with your case 

[charlesgray1989]

You’re exactly right. It’s not the end result that is my problem it is the constant false information that is frustrating me. 

I’ve lodged a complaint now and am waiting for a response. Thanks for suggesting I do that.

Hopefully they can do something to compensate me for the stress this has caused me!