I’m new here and my recent (ongoing) upgrade fiasco has left me with mixed feelings.
Caution; long and ranty!
I tried to upgrade recently to the Huawei Mate 20 Pro, I placed the order online and opted for the twilight colour and used a NHS discount code that I’m entitled to. After a while I wondered why I wasn’t getting any dispatch information as it was showing as ‘in stock’. I rang up and spoke to a really friendly agent who explained that the twilight colour was out of stock and if I opted for the black colour, she would make sure it would be dispatched that day and with me the next day, also knocking off an extra £5 a month. I thought that was an awesome offer so went ahead and amended the order. I even left her great feedback, mostly for the way she spoke to me.
When I wasn’t getting any order tracking information, because I needed to change work plans so I could pop home to be in for delivery, I rang up and spoke to another agent who said it was all fine, he could see what the girl had done and I would be getting delivery information in the next couple of hours.
Later that night (yesterday) I rang up just before the EE call centre closed and spoke to another guy, also a really friendly chap, explained that the first agent I spoke to didn’t put the new order through correctly and hadn’t cancelled the original order. He cancelled the twilight colour handset (got a text to confirm that while on the phone) and said it would be another 24 hours before the new one could be ordered. He said due to being messed around and “lied to” (his words) he would sort out extra compensation. He apologised and said he would call me back (today).
So today in the evening, after not getting this phone call back, I rang up again. I spoke with another girl and she had to put the order through again! This time its coming up that the black handset is out of stock now and have to wait at least a week. I understand that this wasn’t her fault, I just accepted it.
I was however a little annoyed that I had to convince her to look into my file (no idea if any of the previous was on there) to get this extra £5 that was offered by the first agent. It was explained that it was difficult to get this approved by her manager because of the original NHS discount. Now, I never asked for that extra £5 from the first agent, but when it’s offered and then I’m being made to feel like its me being cheeky, I don’t appriciate that.
Out of curiosity I asked about the guy who offered me some kind of “extra compensation”, now I’m feeling really cheeky but again, this was offered, not asked for. She went away and came back and said she would get him to phone me before the end of the night, if for some reason he didnt, she would phone me just before the call centre closed. This time has now come and gone. I feel like I’m just being constantly lied to!
I’m well aware that the discount on top of the extra money off is still an insanely great deal and like I said above, I understand about stock issues so don’t get annoyed about stuff like that. What’s annoying is being brazenly told about call backs and then not following up. I used to work in a call centre and always phoned people back if I said I would!
Rant over!
