I ordered my iPhone 12 pro on 2 /12 / 20 was told it would arrive within 4 weeks still waiting. Contacted ee no further forward all they will says is it’s ordered. Surely they know when stock is being sent an expected delivery. Got a few contracts with ee an a loyal customer but being treated like my custom doesn’t matter.
Terrible customer service why offer a deal when you have no idea when a phone is going to be available. My contract ends on 15th of January but apparently can’t do anything because I’m in a new contract but not got my new phone so how can I be in contract if I haven’t got a new phone as was told surely you have broken the contract with me. ?? If I offered my customers a product then said not available an not sure when going to be available they would have a choice whether to order product but when u have been told within 4 weeks you expect that
I ordered my iPhone12 pro on 27th November 2020 and have previously been told that I could expect delivery between 4th and 9th January 2021. I keep receiving text messages saying my order is on track but upon checking again today the estimated delivery date has disappeared and the order status reverted back to ‘Order confirmed’. This is quite shocking customer service and when you call them they have no idea/sense of when it might now be sent out. I understand COVID will potentially have had an affect on stock/deliveries but the constant texts (since November) telling me that my order is on track just adds to the frustration.
There are two contracts wrapped in one. There’s the credit deal for the phone which you can withdraw from after 14 days of receipt of the phone and the contract with EE for their services. You have 14 days from your upgrade to pull out of that. We are in a situation with the 12 pro etc where you will have to keep paying for your new phone after your next upgrade until the credit for the handset is paid. Either that or they will allow your new EE service (sim) contract to start when you get your new phone. This is the most likely.
In this event, make sure that in the gap between your old contract ending and your new one starts (on receipt of your new phone) you contact customer service to insist that you only pay for the sim services and not the old monthly charge which includes the credit price of your old phone which you would have paid in full. Don’t let them charge you for a phone you have already paid for. I will be also asking for some form of compensation for the breach of consumer credit laws for any days over 28 days that you have not received your new phone.
@Tj1370 I ordered a 128g Pro in blue in the 30th November had a message it would be delivered between 4th-9th last week which then changed yesterday back to awaiting confirmation, this morning got a DPD notification that it will be delivered tomorrow. Hope this helps to give an estimate to the arrival of yours.
I understand I am not paying my my new tariff/contract until I receive the new phone. However, to my mind I must have finished paying off the cost of my old handset (iPhone XR) when my contract ended on 4th December yet I am told EE won’t reduce my monthly tariff at all unless I move to SIM-only which means I lose my place in the queue of those also awaiting iPhone 12 Pro/Max so I am still effectively paying for a handset already paid off and despite several calls to 150 no-one is willing or able to help. I was even advised it was ‘my own fault’ for choosing to upgrade in the middle of a global pandemic. I understand disruption to supply chains etc but to be told that by customer service is quite frankly both shocking and disgusting.
