When is an Order Not an Order?

Kernowtopia · ‎14-11-2020

Hi all,

I wonder if I can get your opinion on my situation please? I have been an EE customer for 12 years on pay monthly and on Thursday went through the early upgrade process as directed on line after talking to a customer representative during a phone call.

I received the below confirmation email (details blanked out):

So by last night I had not text confirming delivery so I called 150. I eventually got through to digital sales who said they would not process the order due to 2 discounts being applied, but as you can see the website processed the order successfully so to my mind EE have accepted my offer contractually. I asked when they were going t inform me the order was not being processed to which I got a totally unsatisfactory answer. I am awaiting a call from a manager but this morning went on a live chat with EE customer services who promised to honour it (luckily I have the chat log) and told me to ring 150 to complete it, there are notes added to the account. So I did and guess what digital sales will not honour it and worse there is now no stock available. So I am now told I can have a discount but only on another phone, which means more money due to the only option being available with similar specs is an S20. To say I am annoyed doesn't really come close. What do other think have you experienced similar if so what happened?

Regards and thanks

ChicChoco · ‎15-11-2020

I had similar issues via telesales this week. It seems one system will allow it but the system they use to finalise / process the sale will not allow double discounts.

I went through screenshare and signed the contract etc... got right to the end to process it and they couldn’t manage it, it wasn’t the CS fault (both systems should work in unison) - even the CS retried it as they thought they were losing it and had to double check what the system was telling them.

After 6 hours I got resolution as another CS managed to work out a (different but better) deal for me; it was frustrating at the time but in the end everything worked out; it’s best to call 150, go to cancellations, explain everything calmly and ask for their help to work it out... if they feel they need to speak to their manager to approve what they can do then they will...

View solution in original post

Chris_B · ‎14-11-2020

@Kernowtopia That’s just an order and you have received an automated response to that order it doesn’t mean that order has to be accepted once someone actually looks over the order to make sure everything is correct, You can only have one discount applied to a contract,

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

Kernowtopia · ‎15-11-2020

@Chris_B Thanks that's exactly what digital sales said and I would be inclined to agree with you but it clearly states the order is on it's way, not on it's on it's way once checked. I did not apply 2 discounts I applied 1 code.

It seems to me the order process has been configured in such a way that a reasonable customer would consider that a contract of sale has been formed, I would expect a statement to the contrary is buried away in the T&Cs but in this case would cast doubt on it being able to assist EE in trying to avoid a contract. The email clearly states to expect deliver and I will be informed by text of delivery information.

You don't seem to have an opinion on the fact that a telesales and live chat agent have said it was possible to apply the discount and that EE would honour the contract respectively. It seems there is a disconnect between these sections of the business and digital sales.

Even if there is a case for the email I received to be merely an invitation to treat, I have clearly had my offer accepted in the extract of the live chat below. Costs and live chat host name redacted:

I can also not find any reference to quantity of discounts in any EE T&C's

Many thanks

Chris_B · ‎15-11-2020

@Kernowtopia As I said it’s a automated reply to your request. It has to be checked what if the address was wrongly entered and doesn’t match the address EE have against your account or something else and the device didn’t arrive to you but elsewhere would you be happy to still pay for the contract as EE have done their part and dispatched the device as requested. Don’t forget the way your suggesting that the agreement has been made could actually allow this to happen and EE don’t have to check anything so you’d still be in contract and you would still have to pay that contract even if you don’t receive the device.

So have you’ve had an order excepted ?

Just look through this forum you’ll see it said when people have asked about discounts and if they can they have more than one. See this HERE

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

Kernowtopia · ‎15-11-2020

@Chris_B I am an existing customer I did not have to enter any details regarding address etc. Why is there not an order received/ pending confirmation email first then a second confirmation email once checked?

As for the discount I only applied 1 I did not apply the other. 2 EE agents have agreed separately to the contract costs, why is this? I was not informed the order had an issue I had to contact EE, in 12 years this is the worst customer service experience I have had.

It would be helpful to get your opinion on the other points I have raised rather than just the T&C's related ones

James_B · ‎15-11-2020

Hi @Kernowtopia,

Welcome to the EE Community. 🙂

Please let me know which discount scheme you used so I can point you to the terms and conditions.

Thanks

James

Kernowtopia · ‎15-11-2020

@James_B no thanks, I would just like an answer on the other points I raised please. I was more than happy with one discount, I didn't ask for 2 but your automated system and 2 agents agreed the price I was to pay was ok. I didn't get and still haven't had any written advice from EE that the order will not be fulfilled after 72 hours. Lets focus on the the T&C's and defend our corner NOT answer a loyal customers questions or make him feel like he has a point and try to resolve it.

James_B · ‎15-11-2020

Sorry @Kernowtopia, I'm not sure what it is you are asking? Please can you clarify?