To anyone reading this who's thinking of joining EE from another provider, please read my account of my experience and use it to make your mind up. It's a catalogue of issues which have then been compounded by poor CS, including being lied to.
I've posted in a few places on this forum about the various stages I've been through.
It started when I ordered a 12 Pro Max at the end of November. Wait time then was 2 weeks. I've recently moved house and need to visit a branch of my main bank in order to change my address - something not easy at the moment. In any case, the online ordering process was slick and it allowed me to set my new home address as the delivery address and my old address as the billing. I received the order confirmation shortly after confirming this. However, after a few days a started receiving order updates that stated the delivery address had now reverted to the old billing address. Alarmed by this i called CS who reassured me that the phone was indeed being sent to the new delivery address. I continued to receive updates on the order which stated the phone would be delivered to the billing address.
After another phonecall (and 45 min wait) to customer services it was determined that I was indeed 'misadvised' and that a)the system shouldn't have allowed me to set the billing address and delivery address as different and b)the CS rep who advised it'd be 'definitely' sent to my delivery address was 'mistaken'. Interpret that how you will. Given it seems to be a clear policy of EE's I'd probably use a stronger term than 'mistaken' and I think it had everything to do with not wanting to sort out a problem and get me off the phone and little do with decent customer service.
Anyway, this person I spoke to on Friday was bit more helpful, though hasn't changed the outcome and has also advised me incorrectly. They told me that because of the address issue they'd have to cancel my order (so i'd wasted a week of waiting time in the process) and order a new phone, for which I'd have to wait 28 days. However if I was prepared to pay a bit more I could upgrade the order and it'd be with me on Monday. Given that my current phone doesn't work unless it's plugged in, that seemed like a good solution. I was told they 'were in stock' and they could get it to me on Monday.
Well whaddya know. Monday came and went. No text from DPD. Cut a long story short I've now been told twice that it 'should go out' today. I'm no further forward and no-one does what they say, like the manager who said he'd call me this morning with an update. I've absolutely no trust in EE or faith in what they're saying.
Let's see what the next 24 hours brings. Hopefully a phone or I will be walking away and going back to O2 and encouraging the ten family members and friends to do the same.
