No new phone

[SAM612]

Signed new contract this week,  phone was to be delivered next day. It hasn't arrived, pending apparently. It wasn't available online but the store assured me they could get it next day. I'm now paying the new contract so it seems without my new device. The store , a franchaise (didn't know EE doesn't recognise them)  won't cancel my contract until the phone arrives even though they can't say when it will be! Ee customer services just say they don't know anything about it. Going around in circles! Any advice folks?

[Chris_B]

@SAM612   The store can cancel it and as you got this via a store only the store can do it.    If the store told you that you will get it next day and you didn’t then you was miss sold this you have every right to cancel as they didn’t deliver on what they told you.  

[Christopher_G]

Hi @SAM612

Welcome to the community.

Has the contract definitely started?

If you're unhappy with the way the contract was sold, I would recommend discussing further with the store who can escalate through their complaints process.

Chris

[SAM612]

Yes, the contract has started. Although I was told it would be in the next day (they are now saying I was told it could be up to a week) I wasn't expecting the contract to start until I actually received the phone. Is this normal? I can wait (not sure how long to) if I am definately going to get it but they can't/won't let me know when/how long. All they say is its 'pending'. 

They are adament I can not cancel my new contract until they receive the phone in the store!  How am I supposed to argue with that?

The manager was supposed to contact me, but surprise, surprise hasn't as yet

I phoned EE customer services and although helpful, all they did was suggest I contact the store again.  

Was I sold something that I was very unlikely to ever receive?

Would I buy/pay for a car without an engine that was following a week later? Guess not!!!

[Christopher_G]

It's not unusual for the store to order one to be delivered, if they don't have stock, @SAM612.

What kind of phone is it? Please include the memory size and colour too and I'll check our stock levels.

Did you get a SIM card when you took out the contract?

Chris

[SAM612]

Its a Samsung A52 5g 128gb Violet.

Thanks

[SAM612]

I assume it would come with a sim card. 

It does say on the paperwork that No SIM added though???

[Chris_B]

@SAM612  If your current sim fits you don’t need a new SIM card. 

[Christopher_B]

Hi @SAM612

Thanks for letting us know what make and model phone you've ordered. 

I've checked and that phone does have a seven day timescale for delivery at the moment. So it should be delivered to store within that time scale. 

If you can't wait for the phone or feel like you were misled you'll need to have a chat with the store about this. 

Thanks

Chris 

[SAM612]

Many thanks for your help. If only the stores communication was as helpful as yours!

Its now appears (Tuesday) that they had delivery on Sunday morning. Would have been nice if they'd bothered to tell me. I do wonder how long they would have waited to let me know. Only found out by contacting EE customer services and getting them to track the delivery.

I will visit today, hopefully they won't have given it to someone else! My faith in that particular store is Zero and in future any upgrades will be done direct online and not via my local store.

Once again, thanks for your interest and suggestions.