Lies Lies Lies.. Broken Promises

[lv9880]

Over promise and under delivered. EE after over 12 years you have seriously got it wrong now.

Promised a Fold 7 to be delivered on Launch Day only to be told there's a 28 day lead time.

Jokers I'm sure this community may just fob off this as much as the complaints team have. But Sorry you were misinformed just doesn't cut it.

[Matt_124]

I am not an EE representative, just an active member on this Community who has tried to give you actionable advice on this issue.

Under the Complaints Code of Practice that I linked, you can refer your complaint to an Alternative Dispute Resolution provider if you are at a deadlock with EE. That process is described in the linked document and is your only avenue of escalation if you do not agree with EE's attempts to resolve it.

[lv9880]

If your not a representative why are you messing with my posts.

I NEED TO LET THE PUBLIC KNOW HOW SHODDY EE are. If this is a public forum I can voice my opinions.

Looks like these are being policed by EE also.

[bristolian]

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@lv9880 wrote:

If you an EE representative. Please raise this as they ain't listening to me or responding to my complaints.

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EE staff on this forum are identified by the handle "EE Community Support Team" as explained in https://community.ee.co.uk/t5/EE-Community-info-News/Meet-our-Community-Team/td-p/1415489  but regardless, this forum is not and never has been part of EE's formal complaints process.

The formal complaints process is outlined in Matt's previous post in this (now combined) thread. That process includes referral to external arbitration after either 8 weeks or if deadlock prior.

[lv9880]

Please stop messing and policing my posts.

You are another EE representative 

Stop combining my posts

[Northerner]

Hi @lv9880 

How is this thread different from your last.

https://community.ee.co.uk/t5/Contracts-Billing/Lies-Lies-Lies-Broken-Promises/td-p/1553463

You seem to be an angry person, annoyed over something as trivial as a mobile phone. I suggest getting some fresh air.  

Thanks 

[lv9880]

Mate you might take being lied to with a pinch of salt thats your issue.. but seen you are a other under cover representative and couldn't care less about my experience so ignore my posts.

All you Community Stars are undercover EE representatives

[Katie_B]

Good morning @lv9880. 

Thanks for coming here and flagging this with us. 

I am sorry to hear that you have not yet received your new phone and that there is a wait time for delivery. 

When you raised your complaint did you complete the online form?

If yes, when was this completed?

I would love to see if I can get this looked into for you. 

Speak soon, 

Katie 

[lv9880]

Hi Katie,

This was done over the phone on my second call.

1st call chasing delivery I was told I had been allocated a device it was just waiting to be picked up by DPD.

2nd call - When I was told the lead time the sales team had provided was not true and it would infact take upto 28 days for a Fold 7 1TB in Blue to be delivered.

Then being frustrated amd misinformed at the time I cancelled my order. After cancelling I was then told by the same advisor that it would now take upto 14 days. 

He then put my order back on to the system. I then called back the next day still suspicious on the information I had been provided.

EE Chat - I was then corrected and told the lead time for receiving my device was again 28 days. At that point I cancelled my order over chat.

I have been a customer for over 12 years all I wanted was some honesty from sales advisors but it seems thats how they are trained to get deals over the line. You get a Yes Yes until its time for the device to get delivered its a no. Just saying sorry is not acceptable. Yes I'm still looking to upgrade however all the pre-order pricing has now expired.

Then to top it off I have to wait 8 weeks for a reply to a complaint. EE you have seriously got it wrong. 

[Katie_B]

Thanks so much for getting back to me and providing further information regarding your complaint @lv9880. 

I understand your frustration with being told different timeframes for your new device. 

The Fold 7 1TB in Blue Shadow is showing as available and to expect despatch within 7 days, this information can be found on tis page HERE. 

To get your complaint looked into further I would recommend completing the online form, someone will be in touch from our complaints team within 7 days. 

The form can be found HERE. 

Please keep us updated, I hope a resolution can be found. 

Katie

[zulu17]

I suspect that if EE had sufficient stock for the preorders they accepted this thread wouldn't exist and you would already be happily using it. That hasn't happened and collectively the company hasn't handled this very well.

If the preorder or order is delayed or its shipping/delivery date is pushed back it is a nobrainer that EE should have updated the information. The fact that this appears not to have occurred and indeed that you were given incorrect inormation and that EE systems were giving you and it seems their own staff conflicting dates is something the company should be looking at.

Suggest you email the EE CEO about your PreOrder failure  and subsequent experience.

Remember the EE people you have communicated with sofar are in all  likiehood  providing information that the EE systems tell them or they have been briefed on.