I have just been informed that my iPhone 13 Pro Max was delivered on 31st Oct

[jb19741]

Then I was told that due to it not being delivered on the 31st Oct it is now winging its way back to EE and will be reallocated to someone else.

Couple of issues with that, EE:

1) I have received no communication from yourselves or DPD (and yes I have the app, and yes it has a history of deliveries to my address and no, this isn't in there).

2) I have received no phone, in fact I had no visitors at all on the 31st Oct.

3) I got a text message from yourselves today saying my new contract has started (uh, you need to deliver the phone to me for that to happen, sorry).

What are you trying to pull here EE? What's going on?

[Leanne_T]

Hi @jb19741 

I'm very sorry to hear this. 

I would like to help you get this looked into, to do this I've sent you a private message for some extra details. 

Speak soon. 

Leanne.

[jb19741]

Hi again.

I've just been told that my order was returned to EE, and looking at the DPD tracking trail (the number for which I was not sent until today after raising a complaint) shows that EE giving DPD my address somehow managed to royally screw it up.

DPD attempted delivery at a location where someone apparently answered the door and said "No clue who that is".

I was not contacted by EE or DPD in this case to figure out what was wrong.

I live alone and have been here all day on the days that delivery was supposedly attempted. I have no record of the parcel on my DPD app, and my order number is still not working in the online order tracker.

My only recourse now is to wait for the order to drop off my account (72 hours apparently) and then reorder (going to the back of the queue).

So if you are waiting on your delivery, contact EE every single day until you get a tracking number and then verify that EE have passed the correct details to DPD.

Do not trust their system at all.

It is a fiasco.

[jb19741]

This is getting beyond a joke now.

I still can't place a new order because my never delivered phone is still showing up on my account.

I've also just now received a survey from EE asking for my feedback on the DPD delivery service. 

I am just looking for one good reason at this point why I should remain with EE? Any thoughts @Leanne_T ?

[Leanne_T]

Hi @jb19741

I am very sorry to hear this. 

As soon as the return has been processed your contract dates will be amended and you can place a new order. 

I really do apologise and hope you stay with us. 

Leanne.

[jb19741]

@Leanne_T And how long will this be? I was told 72 hours which was a lie as I am still tied to a phantom plan.

[Christopher_G]

Hi @jb19741

I'm not sure why this hasn't corrected itself yet. I'd suggest speaking to our Mobile Care team again. They have access to your account and will be able to look into this and find out what's happening.

Let us know what happens.

Chris

[jb19741]

I am trying to get past the bot you have manning the chat system. I follow the menu until it asks me to put in my phone number and then it says "Sorry can't find anything with that."

WHAT is going on and why is it so hard to get customer support around here? I am profoundly deaf so dialling 150 isn't any good and there doesn't seem to be a way to short circuit that moronic gatekeeper bot you have.

If I say new account it says can't help you and ends.

If I say anything else it gets confused when I give it the phone number it is asking for.

[Christopher_G]

Thanks for trying, @jb19741. I'm not sure why it isn't finding your account. Could you try using a different device or browser please?

Another option could be to call our call centre using Relay UK.

Chris

[jb19741]

It started working in the same browser after a few hours. Seems someone deployed a broken bot for a while.

I finally got through and was assured that a tech was working on uncoupling the phone I never received from my account and promised I would not be charged the plan fee when the time came.

I do not have much faith at this point as it is now about a week since EE gave the phone earmarked for me to someone else after their delivery partner screwed up royally. 

It's almost as if the company is deliberately trying to force me elsewhere.