Hi, ive literally come to this forum to make a post due to the customer service ive been faced with at my local EE store, and over the phone.
I currently have a Samsung S10+ and have been wanting to upgrade (early) to samsung fold 3 256gb.
take note, my phone is currently broken and only the lower half works.
My first visit to my store, i was told upon upgrade if i wanted to trade-in my old device, i would receive nothing for it. (first lie)
2nd visit I was told i would receive a very large payment for my old phone, regardless of condition. I was then told the price of my contract I would receive and my discount (20%) on top, which i was more than happy to pay. I was then told, the phone would be ordered closer to the weekend and would be in early the week after, i was also told to completely wipe my phone of everything, as i would speed the process.
3rd visit, I returned to local EE store, with a completely reset phone, to be told my new phone hasn't even been ordered. No apology, an was told i'd have to pay a deposit to secure an order.
[[ i then rang EE directly,
(first person) told me a new price i'd pay which was considerably higher than what i'd been told in store, also told a higher trade in price and therefore my actual discount wouldn't apply.
(second person) i spoke to someone from the complaints department, after explaining the situation he then told me again, I would receive nothing for my phone as its not in a good condition
(third person) i then spoke to a manager who told me my best contract options (which were alot higher than the ones from in-store) and basically said sorry but theres nothing we can do, you are just being told false information.
Fourth visit, back to my EE store, told them i want to take the original contract i was offered (the cheapest, one im willing to pay) and they said great, they then came back and said it'll be even cheaper than the price i was already happy to pay, so i was even happier. no idea why it dropped in price though, and said i'd pay a deposit and they'll order it in within upto 7 days.
ive heard absolutely nothing, had no confirmation email to even say it has been ordered and therefore im starting to debate if it even has been ordered or not, ive now been waiting 9 days, trying to give it a benefit of the doubt, but because of all the false information and basically face to face lying, i figured id come here for more opinions.
Im looking to see if i can even check myself if there has been an order on my account for the phone, or if theres any sort of further action i can take with this, the whole process has been over a month and a half now.
regards,
Jordan
