Terrible upgrade experience

dpruk
Valued Contributor
Valued Contributor

‎09-02-2019 05:53 AM

So on Wednesday 6 February I ordered my upgrade, a Iphone XS Max. My order arrived the next day however they had sent me the wrong phone. They had sent me the Iphone x and not what I had ordered which was the Iphone XS Max. So I rang them up and I have to send it back and they will cancel the upgrade and I then have to ring the upgrade team to go through the upgrade process again which to me is ridiculous, why can't I just send the wrong phone back and then they send me the correct one, any help appreciated



0 Helpful
3 REPLIES 3
BrendonH
Community Hero
Community Hero

‎09-02-2019 07:55 AM

This is the process so you are going to get the same answer on here.


BrendonH (Android Expert) Google Pixel 8 Pro Obsidian Black (Android 15)
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Northerner
EE Community Star
EE Community Star

‎09-02-2019 09:05 AM

Hi @dpruk

 

@BrendonH us correct that is EE process. You have 14 days to return the upgrade, then your contract reverts to the old tariff and you can upgrade again. 

 

I suppose it easy to miss understand XS and X especially if you have an accent, but you should have received an email or text confirming your upgrade.

 

Thanks



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Jon_K
Former EE Employee

‎09-02-2019 09:21 AM

Hi @dpruk.

 

I'm sorry to hear you didn't get the phone you were after.

 

As @BrendonH and @Northerner have mentioned, returning it and then upgrading again is the best option to get the correct phone.

 

Jon