Non arrival of phone, e-mail or anything

[daveg27]

I've been an EE/Orange customer for a very long time, and I'm fuming about the half **bleep**D customer service.

On the 3RD OCT (a week ago) I upgraded my phone and contract, I was given an order number, and that's it, I've tried to check the order status several times and every time, "we are unable to check the order status.

Unless EE actually responds, I'm going to cancel my DD and move to another provider, I've seen the usual responses on here; sorry we can't help ring 150, I've even tried texting up to 150 and guess what that didn't work either, previous upgrades were delivered within 24 hours, have EE got that bad and are they still trying to blame covid?.

[Chris_B]

@daveg27   What phone ?   If it’s a iPhone or a Samsung phone you will have a waiting period.    Samsung have a chip supply issues and the iPhone is a very high demand device with waiting times from anything from. 3 week to 5 weeks depending on model type.    

the Samsung issue is down to Covid, incase you didn’t know covid isn’t just a UK thing and it’s effecting lots of things around the world and manufacturing is one of them.  Don’t base how the UK is now to how it is around the world right now.  

 In Samsungs case the chip in the device high demand and has low/no stock, haven’t you seen the news about it’s effecting the manufacturer of cars.  Perhaps not 

[daveg27]

iPhone.

I’m acutely aware of the global pandemic, which also seems to have affected EE’s I.T and ability to simply update its customers.   

I cannot recall getting one very quick polite info update on the lines of: dear customer thanks for your continued support, regrettably there will be a delay of due to covid etc,etc,etc but we will keep you informed.     

If you ordered something (like a phone and a “contract” ) and didn’t hear anything back after getting the order confirmation for over a week, you wouldn’t be concerned then ?.   Now if the confirmation came with a bit of honesty; about a delay said concern wouldn’t be as prominent, would it?

[daveg27]

As expected ZERO from EE, despite taking payment:

3rd OCT EE Ltd T-Mobile co.uk   £50

Ironically around the time of the order I was getting txts saying I was near my data limit, had EE operated as it used to do (promptly and courteously ) , you know when you used to get the phone etc the next day.        My data limit would "should" have been double.

I will keep updating this status, to show exactly how EE values it's customers,  I appreciate times are hard and lead times slip, but how long does it take to provide a quick polite update about an order ?.

[Leanne_T]

Hi @daveg27

I'm very sorry to hear this. 

Which iPhone model did you order? 

Have you spoken to our Mobile Care team since you placed the order?

Thanks. 

Leanne.