No delivery date received after days of dispatched notification

[kayceKriskee05]

Hi It's been days since I've got the notification that my Iphone 13 pro Max has been discpatched. Since then, I haven't received any txt from dpd yet. I tried calling the customer support service advisers but the line says the offices are closed. Very dissappointing

[kayceKriskee05]

WHAT I HAVE EXPERIENCED JUST NOW IS VERY STRESSFUL! HOPEFULLY SOMEONE FROM EE READS THIS AND ACTUALLY TAKE TIME TO RESPOND AND TAKE ACTION

I'VE ORDERED THE IPHONE 13 PRO MAX A MONTH AGO AND WAITED PATIENTLY. GOT A MESSAGE ON THE 26TH OCT 2021 THAT IT WAS DISPATCHED (YAY!!!) AND THAT I WILL GET A TEXT FROM DPD FOR MY 1 HOUR SLOT TO DELIVER.

I DIDN'T GET ANY MESSAGES FROM DPD AND THEY'VE SAID THAT 'TRIED' TO DELIVER - WOULD HAVE BEEN HELPFUL IF YOU ACTUALLY TXTED ME OF MY 1 HOUR SLOT AND AGREED SOME TIME TO ANTICIPATE FOR IT BUT NO!, JUST TRIED?!!! SO NOW AFTER A NUMBER OF ATTEMPTS WITHOUT NOTIFICATION, THEY SENT THE PHONE BACK TO THEIR WAREHOSE.

WHAT'S ANNOYING NOW IS I NEED TO REORDER 'MY SUPPOSED TO BE PHONE' AGAIN BUT HE DOWNFALL IS THAT I WILL BE PUSHED BACK THE QUEUE AGAIN BASED ON PROTOCOL HOW IS THIS FAIR AND CALLED CUSTOMER SERVICE AND SAID THEY CAN'T GUARANTEE ANYTHING AS THAT IS THEIR PROCESS AND I MAY NEED TO WAIT ANOTHER MONTH SINCE I WAS PUSHED TO THE QUEUE

HOW IS THIS FAIR???? THIS IS SO UNFAIR!!!!

WHERE IS THE VALUATION IN CUSTOMER HERE?

I'VE BEEN LOYAL TO EE (ALMOST 7 YEARS NOW) ALWAYS RECOMMENDS SINCE INTERNET IS RELIABLE BUT WHAT I'VE EXPERIENCE IS STRESSFUL AND MAKES YOU WANT TO THINK THAT NO ONE CARES!

WHY NOT JUST REISSUE THAT PHONE AGAIN TO ME???? THIS IS DPD'S FAULT WHY DO I NEED TO SUFFER AND WHY IS EE NOT HELPING OUT AND BLAMING PROTOCOL????

[XRaySpeX]

@kayceKriskee05 : I get stressed by all your shouting!

[Chris_B]

@kayceKriskee05  non-delivery will result in the device being returned , EE are going to be doing exactly what happens with a return device it gets allocated to the next person who ordered that model type.  

Your order will be cancelled upon the return so you don’t have an order to send out.   
You know it’s DPDs fault but you seem to think EE should do something about this,  EE did everything correctly concerning your order.    Did you download the DPD app ?   

 Please don’t shout it’s very rude. 

just to check they did have the correct number so DPD could text you ?   

[kayceKriskee05]

Apologies, this was written at the height of my frustration/anger, I didn't mean to be rude and just want EE to see how frustrated I am. Yes they do have the correct number, EE should be the one providing this to DPD and I assume should be correct?

EE nor DPD didn't mention anything about 'DPD app'. I was only give EE's order number. To be fair, before making all the calls to EE I did check EE's order number provided in DPD's tracking website and is not valid as is not recognised by DPD (No DPD tracking reference was provided as I've mentioned no txt was received post dispatch notification). I did my due diligence first and not just making any random fuss. 

I do get it is DPD fault but what I wanted is EE to help out on this as the one destroying the relationship is DPD. They did follow protocol, yes that is very much true but that is my issue as well, why would I need to go back in the queue, doesn't make sense!!!!  That wasn't disclosed on any conversations when making the order. Shouldn't EE be making the amends for this? EE is the one I have contract with and not DPD. I don't have any personality with DPD and will make the complaints with EE as they're the ones I am contracted with. Who they contract to do delivery is their business not mine.

[Leanne_T]

Hi @kayceKriskee05

I am very sorry to hear this. 

Have you spoken to our Mobile Care team on 150? 

Has the device now been returned? 

Thanks. 

Leanne. 

[kayceKriskee05]

I have spoken to customer service a number of times, Friday and Monday and no trace of the phone yet. No txt, notification whatsoever

I made a complaint on Monday, says a Manager will speak to me, none!

[Leanne_T]

Hi @kayceKriskee05 

Thanks for coming back to me. 

I've sent you a private message on here for some extra details. 

Speak soon 🙂

Leanne. 

[kayceKriskee05]

No resolution made on this. Customer service advice was to reorder the upgrade and all can do was apologise. So for everyone reading this, make sure to get a txt/confirmation from DPD for delivery else, you'll be back at the queue with lead time of 1month for the iPhone 13 pro max.

It is what it is, apology accepted. Will terminate contract in the coming days and that will mark my 7yrs of relationship with EE. I haven't had any complaints in the last 6+ years until recently and always recommended EE to friends. Due to this stressful process - will not recommend EE further.

Call it bitter, it is what it is.