EE/DPD Lost My Phone!

[MattP76]

My phone screen recently went faulty. EE Technical Support arranged for a repair. They organised the collection of my phone by DPD. The driver collected my phone and put it in a jiffy bag and gave me a receipt. The repair centre received the jiffy bag emty!! Quite obvious it's been stolen! The repair centre have DPD conducting an internal investigation but it is still ongoing.  It's now been over two weeks and yesterday I put in a complaint with a manager to Customer Services to see what they can do to resolve the issue. The answer was nothing!! They were not willing to supply a replacement phone or help in ANY way and passed it back to the Repair Centre!! The Repair Centre told me to speak to Customer Services for a resolution so stuck between the two! This is disgusting customer service considering I have done nothing wrong and all I need is a phone as per my contract with EE. I have been with this company for around 20 years and have 2 contracts with them and this is how I get treated as a loyal customer. How can this be resolved? Thank you. 

[Chris_B]

@MattP76   EE didn’t loose your device and DPD are investigating this issue and they’ll be the ones responsible for replacing your phone once they have looked in to this. You’ll not get a replacement until they have finished their investigation. 

[Northerner]

Hi @MattP76 

You will need to claim on your phone insurance for a lost or stolen device. Also ensure your phone is blocked and you have reported it lost/stolen to the police.

Thanks,

[Christopher_G]

Hi and welcome to the community, @MattP76.

I'm sorry to hear about your phone. It sounds like you have done everything you can so far by reporting this to our customer service team. Hopefully you hear back from the DPD investigation soon.

Please keep us updated here on what happens.

Chris

[MattP76]

Thank you for commenting . I do understand DPD have lost it. However my contract isn't with DPD its with EE. As a customer I have done nothing wrong and given them 2 weeks I have been very patient. We are paying for this phone still yet we haven't got it. The fact CS were not willing to do anything at all to help in anyway I find shocking. 

[Christopher_G]

I've sent you a private message to get some information from you, @MattP76.

Please have a look and get back to me there.

Thanks

Chris

[Chris_B]

@MattP76   Your correct you’re contract isn’t with DPD but the company your contract is with didn’t loose the device also.  DPD are responsible for the loss so they are responsible for the replacement if the device isn’t found.   You can not hold EE accountable as they never had possession of the device to loose it.  If EE did receive it and then lost it then yes they will be accountable for the loss.